Pre-service Recovery:Impact On Customer Satisfaction And Acceptable Waiting Time

The improvement of the national economy has led to the development of the service industry.In recent years,the gross domestic product(GDP)of the service industry in China has been increasing.More and more people go out to eat due to the continuous development of people's life,in China's catering industry,customer waiting has become a serious problem.The long waiting experience not only affects customer experience,but also brings negative effects on word-of-mouth behavior and customer loyalty.Therefore,some domestic businesses begin to provide some additional compensation measures during customer waiting period.In view of the concept of service recovery,this paper defines it as pre-service recovery.This paper examines two important issues:(1)how pre-service recovery affects customer satisfaction and customers'acceptable waiting time and(2)which type of pre-service recovery has the greatest impact.By reviewing the previous literature,we choose perceived justice theory as the research basis,and takes the customers'perceived justice as the intermediary variables of pre-service recovery and waiting satisfaction.In terms of experimental methods,this paper adopted the scenario-based research experimental survey,which is often used in the field of service recovery.Different scenarios are set to measure the impact of different types of pre-service recovery.After the questionnaire was issued,522 questionnaires were collected,and Amos and SPSS software were used to carry out descriptive statistical analysis,confirmatory factor analysis,correlation analysis,regression analysis,intermediary model test,etc.to test the hypothesis proposed in this paper.The results show that pre-service recovery significantly improve customer perceived justice and waiting satisfaction.In addition,compared with low-level tangible compensation and psychological compensation,high-level tangible compensation can improve customer waiting satisfaction to a greater extent.Perceived interactional justice has the greatest impact on customer waiting satisfaction.Waiting satisfaction can positively affect customers'acceptable waiting time,which means that some effective measures can increase customers' waiting willingness.The research of this paper first investigates the impact of pre-service recovery,on the one hand,it supplements the lack of existing literature,enriches the research scope of perceived justice theory;on the other hand,the understanding of pre-service recovery also provides some guidance and suggestions for the operation and management of catering service industry.