Proceedings of the 2022 International Conference on Computer Science, Information Engineering and Digital Economy (CSIEDE 2022)

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A Study of the Effect of Service Recovery Method on Purchase Intention Service Recovery Timing as a Moderating Variable

Authors
Chiawei Chao1, *, Haimei Xu1
1Tourism and historical culture college, Zhaoqing University, Guangdong, China
*Corresponding author. Email: 1991150933@qq.com
Corresponding Author
Chiawei Chao
Available Online 30 December 2022.
DOI
10.2991/978-94-6463-108-1_50How to use a DOI?
Keywords
Service Recovery Method; Service Recovery Timing; Repurchase Intention; Situational Simulation Approach
Abstract

Inevitably, there will be mistakes in the service process, and service recovery is the main way to regain customer loyalty, customer satisfaction and willingness to buy again. It is generally believed that the earlier the service recovery timing is, the better. However, some studies suggest that delaying the service recovery timing can lead to higher repurchase intentions. This study was conducted to investigate whether there is a moderating effect of service recovery timing between service recovery methods and repurchase intention, using a situational simulation to design a questionnaire. This study was conducted to investigate whether there is a moderating effect of service recovery timing between service recovery methods and repurchase intention. The 246 valid questionnaires were collected, using a situational simulation approach and tested by ANOVA and regression analysis. The results of the study show that the timing of service recovery and the method of service recovery have a positive effect on repurchase intention, and the timing of service recovery has a positive effect on the method of service recovery. In addition, the service recovery timing has a moderating effect between service recovery method and repurchase intention, and the follow-up results give academic and practical suggestions to fill the theoretical gap and management suggestions.

Copyright
© 2022 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2022 International Conference on Computer Science, Information Engineering and Digital Economy (CSIEDE 2022)
Series
Advances in Computer Science Research
Publication Date
30 December 2022
ISBN
10.2991/978-94-6463-108-1_50
ISSN
2352-538X
DOI
10.2991/978-94-6463-108-1_50How to use a DOI?
Copyright
© 2022 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Chiawei Chao
AU  - Haimei Xu
PY  - 2022
DA  - 2022/12/30
TI  - A Study of the Effect of Service Recovery Method on Purchase Intention Service Recovery Timing as a Moderating Variable
BT  - Proceedings of the 2022 International Conference on Computer Science, Information Engineering and Digital Economy (CSIEDE 2022)
PB  - Atlantis Press
SP  - 436
EP  - 442
SN  - 2352-538X
UR  - https://doi.org/10.2991/978-94-6463-108-1_50
DO  - 10.2991/978-94-6463-108-1_50
ID  - Chao2022
ER  -