调解
业务
杠杆(统计)
结果(博弈论)
中立
忠诚
心理学
服务(商务)
营销
服务质量
社会心理学
质量(理念)
公共关系
政治学
经济
微观经济学
法学
哲学
认识论
机器学习
计算机科学
作者
Anna Mardumyan,William Sabadie
标识
DOI:10.1177/20515707231175390
摘要
The demand for mediation, in which a neutral third party offers advice to resolve a customer–firm conflict, continues to increase steadily in Europe. This article is the first to consider the recourse to mediation as a stage of the service recovery journey and empirically examine how the intervention of a mediator affects customer relationship quality in the post-recovery stage. The results indicate that the mediation outcome affects customers’ loyalty intentions toward the firm through the mediating effect of distributive justice. Considering neutrality as the foundational element of the mediation process, this research reveals a moderating impact of the mediation type (internal vs external) on the relationship between the mediation outcome and customers’ loyalty intentions toward the firm. The findings highlight the efficiency of the internal mediation over the external one after a favorable outcome and encourage firms to leverage mediation strategically to maintain customers, because it represents the last chance for firms to recover from the service failure.
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