The Influence Of Third Party Attitude On Satisfaction Of Consumer Service Recovery

In practice,service companies will inevitably experience service failures.In order to compensate for the negative evaluation of consumers,appropriate service recovery is needed.Even if consumers are satisfied with the service remediation strategy,they may change their attitude under the influence of third-party attitudes.Therefore,we must consider the stability of the satisfaction of consumers with the service remediation effect,so that the service recovery can really play its role,to achieve the role of retaining consumers and enhancing the evaluation of enterprises.The scope of research on service recovery does not involve research content of third-party attitudes.In reality,consumers often share their experiences with others when they experience service recovery,and the third-party attitude will feedback the existing satisfaction of consumers.Based on this realistic background and the gap in existing research,this study focuses the influence of third-party attitudes in service recovery effects when consumers are satisfied with service recovery,and explores the customer satisfaction stability caused by different service recovery.Through three sets of scenario experiments,the study first proved that consumers are satisfied with service recovery but they still complain to third parties and illustrate the practical basis of the study.After that,it proves the difference in stability of customer satisfaction brought by different recovery methods,the moderating effect of thirdparty attitudes on customer service recovery satisfaction,and the effect of third-party attitudes on the perceived impact of fair mediation on customer satisfaction.The results of this study indicate that:(1)Satisfaction of consumers with service recovery will decline due to the negative attitudes of third parties;(2)Satisfaction of service recovery with direct economic recovery and indirect economic recovery are different,but can improve the stability of satisfaction by improving the indirect economic compensation;(3)The stronger the third party attitude,the more stable the stability of consumer satisfaction decreases.The lower the consumer's perception of service recovery is,the easier it is to be influenced by the attitude of the third party.This study has enriched the existing research content on service failure and service recovery,introduced new perspectives service recovery research,and has certain practical significance for guiding service companies in developing service remediation strategies.