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<p>A preregistered online survey experiment was conducted to determine if transparency and providing an explanation would help an organization recover from a service failure after the service recipient complained about it on the organization's social media platform. Although an explanation was not found to moderate the relationship between transparency and outcome variables, providing an explanation was found to be effective in helping a public organization recover. Specifically, explaining why a service failure occurred enhanced trust, made the service provider look more remorseful, and increased satisfaction with the recovery. Transparency, however, was not found to help the organization recover.</p>

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A Citizen Complained on Social Media About a Service They Received from a Public Organization: Will a Transparent Response and an Explanation from the Organization Help Resolve the Complaint?

  • 期刊论文

  • 发表日期：

    2025年11月15日

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  • James Gerard Caillier

摘要

A preregistered online survey experiment was conducted to determine if transparency and providing an explanation would help an organization recover from a service failure after the service recipient complained about it on the organization's social media platform. Although an explanation was not found to moderate the relationship between transparency and outcome variables, providing an explanation was found to be effective in helping a public organization recover. Specifically, explaining why a service failure occurred enhanced trust, made the service provider look more remorseful, and increased satisfaction with the recovery. Transparency, however, was not found to help the organization recover.