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The challenges of long‐distance relationships: the effects of psychological distance between service provider and consumer on the efforts to recover from service failure
Author(s) -
Lii YuanShuh,
Chien Charles S.,
Pant Anurag,
Lee Monle
Publication year - 2013
Publication title -
journal of applied social psychology
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.822
H-Index - 111
eISSN - 1559-1816
pISSN - 0021-9029
DOI - 10.1111/jasp.12077
Subject(s) - service recovery , psychology , perspective (graphical) , service (business) , online and offline , customer satisfaction , social psychology , service provider , marketing , business , service quality , computer science , artificial intelligence , operating system
This paper presents a model of the effects of recovery level in terms of distributive, procedural, and interactional dimensions on consumer attitudes (satisfaction and trust) and their subsequent effects on behavioral intentions. Service medium (online and offline) is considered as a moderating variable in the perspective of psychological distance. Findings reveal that the effects of recovery levels on satisfaction and trust are greater in the offline medium than in the online medium. Moreover, in both low and high recovery situations, offline customers are more satisfied and have higher levels of trust than do online customers. As expected, satisfaction with service recovery plays a pivotal role in enhancing customer's trust and behavioral intentions.