Error Management at Multiple Organizational Levels: Impact on Customer Self-Esteem and Delight

摘要

A 2 X 2 X 2 experimental study was conducted to examine the influence of error management (service recovery efforts) in the form of apology at three organizational levels (frontline, manager, and company) on customer self-esteem and delight. Results showed significant main effects of all three apology levels and interaction effect of frontline and company apology on customer delight with the service recovery process. Results also support the main effects of frontline and company apology, and the interaction effect of frontline and manager apology on customer self-esteem. Moreover, customer self-esteem partially mediated the relationship betiveen apology levels and delight indicating potential theoretical and managerial implications.