Paper ID
1853
Paper Type
short
Description
A large number of service firms support email-based customer-firm interactions, yet their email-based service recovery efforts remain under-researched. In addressing this issue, we investigate the effectiveness of post-service failure apology emails by treating offending firm (i.e., sender) and aggrieved customer (i.e., recipient) personalization as varying in degree. Based on an experimental design using a hypothetical service scenario, we find that sender personalization and customer personalization in the apology email interact to affect customer-perceived distributive justice and key customer recovery outcomes. We discuss the implications of our findings for IS research and management.
Recommended Citation
Walsh, Gianfranco; Schaarschmidt, Mario; Shiu, Edward; and Hassan, Louise, "Effectiveness of post-service failure email-based recovery efforts: some experimental evidence" (2019). ICIS 2019 Proceedings. 4.
https://aisel.aisnet.org/icis2019/smart_service_science/smart_service_science/4
Effectiveness of post-service failure email-based recovery efforts: some experimental evidence
A large number of service firms support email-based customer-firm interactions, yet their email-based service recovery efforts remain under-researched. In addressing this issue, we investigate the effectiveness of post-service failure apology emails by treating offending firm (i.e., sender) and aggrieved customer (i.e., recipient) personalization as varying in degree. Based on an experimental design using a hypothetical service scenario, we find that sender personalization and customer personalization in the apology email interact to affect customer-perceived distributive justice and key customer recovery outcomes. We discuss the implications of our findings for IS research and management.