How to Cite
Accepted 2024-10-12
Published 2025-05-28
Abstract
With the development of Internet technology, more and more transaction scenarios are realised through the Internet, but how service failures are remediated on line born with it has raised concerns. Current research on how service type and failure attribution affect service remediation satisfaction through processing fluency and consumer perceived behavioural control is relatively weak, and this paper analyses the mechanisms in depth through three experiments. It is found that service type and failure attribution have a matching effect, in which intelligent customer service is more suitable for resolving objective failures and manual customer service is more suitable for resolving subjective failures; processing fluency and perceived behavioural control play a dual mediating role; and remediation strategy plays a moderating role in the main effect. This study not only enriches the research on the influence mechanism of service remediation satisfaction, but also has a better guidance on how enterprises can choose different types of customer service and remediation strategies under different attributed service failure scenarios.
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Copyright (c) 2025 Zeyu Zhao, Xingye Zou, Haoran Xu (Author)