Expressions of customer rumination in online posts and firm responses
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DOI: 10.1007/s11747-024-01061-6
Abstract: When faced with service failures, customers tend to ruminate, i.e., engage in repetitive negative thoughts about service failures and their causes/consequences. Some customers express these ruminative thoughts in online posts, making the internal cognitive process… read more here.
Keywords: customer; online posts; service; service failure ... See more keywords
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
Guarantee or inoculate? Ex ante messages against service failures
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DOI: 10.1108/apjml-09-2023-0846
Abstract: PurposeWhile many studies have focused on the effectiveness of service recovery after encountering service failure, few have considered for pre-recovery opportunities. Drawing on service guarantee research and the inoculation theory, this study examines the effect… read more here.
Keywords: service; recovery; service failure; research ... 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)
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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
Effects of customer inoculation on artificial intelligence service failure
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DOI: 10.1108/ijchm-01-2024-0140
Abstract: Purpose This paper aims to explore the effectiveness of customer inoculation strategies in the context of AI service failures in the hospitality and tourism industries. Furthermore, it examines how these strategies can enhance customer complaint… read more here.
Keywords: service failure; customer; service; customer inoculation ... See more keywords
Paying for robotic errors: exploring the relationship between robot service failure stressors, emotional labor and recovery work engagement
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DOI: 10.1108/ijchm-08-2024-1188
Abstract: Purpose This paper aims to identify types of robot service failure stressors and explores its impact on emotional labor and recovery work engagement from the employees’ standpoint. Design/methodology/approach The research adopted a mixed-method approach in… read more here.
Keywords: work engagement; robot; recovery work; service ... See more keywords
The impact of AI service failure on human employee behavior and customer service performance
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DOI: 10.1108/ijchm-08-2024-1209
Abstract: This study aims to investigate how and when artificial intelligence (AI) service failure stimulates employees’ differentiated work behaviors. A multi-wave, multi-source survey involving 284 employee-supervisor pairs was conducted across 15 four-star and five-star hotels in… read more here.
Keywords: service; service failure; customer service; service performance ... See more keywords