The Effect Of Employees’ Response On Service Recovery Under Customer Incompatibility

Today, the service has been throughout every walk of life, the consumers alsoshow a higher requirement of service quality. But in reality, companies are not likelyto provide flawless service. For now, due to the limited resources and the servicethemselves shared, consumers have to share service resources such as time, space etcwith others at the same time. For how to deal with the consumer incompatibilitywhich is possibly emerge in the same service environment, enterprises need to paymore attention and to think. In previous studies, scholars have studied consumerincompatibility mostly from customer perception, attribution of responsibility, andpost-purchase behavior of customers. And studies that how to carry on the effectiveservice recovery in customer incompatibility from the perspective of service staffwere little, the empirical analysis were even less.Based on the practical and theoretical background, this study reviewed therelevant theoretical literature, and put forward the relevant hypothesis, established theemployee response model, in order to explore the customer satisfaction uponemployee response and effort. The model which with the same service scenario, thecustomer incompatible as the particular background, make customer satisfaction asthe result variable, and employee responses, degree of efforts, compatibilitymanagement results as impact variables.Through two experimental designs, this study adopts the method of criticalincident technique and survey interviews, design different situation, analyses thesuccess compatibility management and failure compatibility management in bothcases, and relations between the influences of relevant variables. Experiments use themethod of random to dole out questionnaire to subjects, collect data for empiricalanalysis. First, it precedes the descriptive statistics of sample, and then mainly useanalysis of variance analysis customer satisfaction upon the employee responses andeffort, and the results confirmed that under customer incompatibility, employees＇active response and a high degree of effort have positive influence on customer satisfaction, in addition, a successfull compatibility management will have a highercustomer satisfaction than failing compatibility management, which In line with therelated hypothesis of this study. Finally, the paper probes recommendations forenterprises, and points out limitations of the research and future research direction.