The Influence of Employee Warmth and Competence and Relationship Quality on Consumer Forgiveness Intention:A Study in Online Travel Agency Systems
The triadic interaction relationship among online platform,service providers,and customers makes the situation more complicated after service failures occur,and the effectiveness of service recovery in this scenario deserves more attention.The impact mechanisms of service recovery in online travel platform systems were investigated from the perspectives of employee behavior and relationship quality through scenario experiments.The results show that the relationship quality between customers and service providers,and between customers and online platforms is positively affected by high warmth and low competence of service providers'employees.The relationship quality between customers and online platforms is positively affected by the relationship quality between customers and service providers.The customers'willingness to forgive the online platforms is positively affected by the relationship quality between customers and online platforms.The above findings are helpful to enrich the service recovery theory,explore the antecedents of customer forgiveness intention in the online platform ecosystem,and guide the improvement of the management of service providers and the maintenance of customer relationships on the tourism platform.
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