The cross-sectional focus of service recovery literature can lead to a static effect or snapshot view of consumer responses; however, the dynamic outcomes of service recovery should play an important role in driving performance. Using a longitudinal approach, this study focuses on the dynamic changes in customers’ psychological responses during service recovery events. This study provides strong evidence that customer forgiveness and attitudes shift positively when service recovery efforts increase rapidly. We also no difference in the initial value of customer forgiveness, whereas its rate of change rises sharply toward behavioral intentions. Interestingly, the mean of customer forgiveness drops between T1 and T2 and increases sharply again at T3 (constituting a U-shaped curve). In contrast, the mean of customer attitudes steadily increases from T1 to T3. Therefore, we demonstrate that customer forgiveness and attitude trajectories vary, and their impacts can be extended or diluted during service recovery events. Thus, our research highlights that dynamic pathways are essential because they significantly influence behavioral intentions beyond the impact of the static levels, resulting in dynamic pathways playing a fundamental role in driving recovery performance.

中文翻译：

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旅游服务中服务恢复的动态结果：潜在增长建模方法

服务恢复文献的横截面焦点可以导致消费者响应的静态效果或快照视图；然而，服务恢复的动态结果应该在推动绩效方面发挥重要作用。本研究采用纵向方法，重点关注服务恢复事件期间客户心理反应的动态变化。这项研究提供了强有力的证据，表明当服务补救工作迅速增加时，客户的宽容度和态度会发生积极的转变。我们在客户宽恕的初始值上也没有差异，但其变化率却急剧上升到行为意图。有趣的是，客户原谅的平均值在 T1 和 T2 之间下降，并在 T3 处再次急剧增加（构成 U 形曲线）。相比之下，客户态度的平均值从 T1 稳步上升到 T3。因此，我们证明客户的宽容和态度轨迹会有所不同，并且在服务恢复事件期间它们的影响可能会扩大或减弱。因此，我们的研究强调，动态路径至关重要，因为它们对行为意图的影响超出了静态水平的影响，从而导致动态路径在推动恢复表现方面发挥着重要作用。