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Considérer l’engagement affectif des clients pour gérer les incidents de service : l’expérience de service au restaurant

Abstract : This research studies the impact of a compensation on the perceived equity of the exchange according to the customers’ affective commitment and the perceived attribution of responsibility in the service failure. An experiment employed scenarios was conducted in restaurant context. Results show that, the compensation is necessary for low committed customers regardless of the responsibility of the company. However, it is necessary for high committed customers only when the company is perceived as responsible of service failure.
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https://hal.univ-lorraine.fr/hal-03010018
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Submitted on : Tuesday, November 17, 2020 - 3:17:06 PM
Last modification on : Thursday, November 25, 2021 - 2:49:05 PM

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Anis Chtourou, Béatrice Siadou-Martin. Considérer l’engagement affectif des clients pour gérer les incidents de service : l’expérience de service au restaurant. Gestion 2000, Recherches et Publications en Management A.S.B.L., 2020, 37, pp.111-127. ⟨10.3917/g2000.373.0111⟩. ⟨hal-03010018⟩

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