Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?
Sign Up to like & getrecommendations! Published in 2020 at "International Journal of Hospitality Management"
DOI: 10.1016/j.ijhm.2020.102501
Abstract: Abstract The key to excellent service delivery is to ensure harmonious interactions between service actors. Therefore, in the event of service failure incidents, an understanding of the roles and interactions of these service actors is… read more here.
Keywords: service failure; human staff; service; customer ... See more keywords
Service failure and problems: Internal marketing solutions for facing the future
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DOI: 10.1016/j.jretconser.2016.08.007
Abstract: The issues of elderly consumers remain under researched despite a rapidly aging population in most countries across the globe. We examine the service failure and complexity of problems of a nursing home for seniors and… read more here.
Keywords: marketing solutions; service; internal marketing; service failure ... See more keywords
Brand preference in the face of control loss and service failure: The role of the sound of brands
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DOI: 10.1016/j.jretconser.2020.102132
Abstract: Abstract This research shows that consumers compensate for a loss of perceived control inherent to service failure by extracting sensory information from brand names, and specifically from plosive consonants. Across three experimental studies, we show… read more here.
Keywords: brand; control; loss; service failure ... See more keywords
Influencing perception of justice to leverage behavioral outcome: A perspective from restaurant service failure setting
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DOI: 10.1080/10686967.2018.1474675
Abstract: Abstract This study evaluates a theoretical framework exploring the factors that influence restaurant customers’ positive-word-of-mouth behavior after a service failure and recovery experience. Anchored in the theoretical framework of justice theory and expectation disconfirmation theory… read more here.
Keywords: recovery; justice; restaurant; service failure ... See more keywords
In the eye of the beholder
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DOI: 10.1108/ejm-06-2018-0427
Abstract: The purpose of this paper is to investigate the effect of interdependent vs independent self-construal on service satisfaction, following the observation of failure and recovery experienced by a fellow customer.,Three experiments were conducted to test… read more here.
Keywords: recovery; research; service failure; self construal ... See more keywords
You deserve the bad (or good) service: the role of moral deservingness in observers’ reactions to service failure (or excellence)
Sign Up to like & getrecommendations! Published in 2021 at "European Journal of Marketing"
DOI: 10.1108/ejm-09-2020-0659
Abstract: Purpose This paper aims to examine how observers evaluate a company that provides service failure (or excellence) to an immoral versus a moral customer. This study introduces the concept of deservingness to the service literature… read more here.
Keywords: service failure; company; customer; service ... See more keywords
Online service failure: how consumers from emerging countries react and complain
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DOI: 10.1108/jcm-01-2021-4366
Abstract: Purpose E-commerce has experienced huge growth in emerging countries, but analysis of service failure/recovery for online retailers has been limited in this context. Hence, this study aims to investigate customers’ reactions to service failures in… read more here.
Keywords: consumers emerging; emerging countries; service; service failure ... See more keywords
Giving back the “self” in self service: customer preferences in self-service failure recovery
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DOI: 10.1108/jsm-07-2016-0259
Abstract: Purpose When a failure occurs with a self-service technology (SST), do customers want to give back the “self” in self-service? The authors explore employee’s role in a self-service failure and how the presence of other… read more here.
Keywords: service failure; recovery; self service; service ... See more keywords
Employing proactive interaction for service failure prevention to improve customer service experiences
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DOI: 10.1108/jstp-07-2015-0161
Abstract: Purpose Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place.… read more here.
Keywords: proactive interaction; customer; service; service failure ... See more keywords
How customer participation influences service failure attribution
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DOI: 10.1108/jstp-12-2016-0224
Abstract: Purpose Previous studies offer two contradictory propositions for the influence of customer participation on service failure attribution. The purpose of this paper is to solve this theoretical inconsistency by incorporating the concept of self-efficacy into… read more here.
Keywords: participation; customer participation; service; service failure ... See more keywords
Frustration and Anger Mitigation After Service Failure: The Effect of Other Consumer’s Explanation and Employee’s Explanation on Frustration and Anger After the Service Failure
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DOI: 10.2147/prbm.s406753
Abstract: Purpose Based on the attribution and appraisal theories of emotion, this study investigates whether a consumer’s frustration and anger after a service failure reduces in different ways after hearing explanations from different sources (other customer… read more here.
Keywords: frustration; explanation; frustration anger; anger ... See more keywords