Understanding homophily of service failure within the hotel guest cycle: Applying NLP-aspect-based sentiment analysis to the hospitality industry
Sign Up to like & getrecommendations! Published in 2020 at "International Journal of Hospitality Management"
DOI: 10.1016/j.ijhm.2020.102678
Abstract: Abstract Online complaints have become increasingly influential on the purchasing behavior of customers in recent years. In an effort analyze large quantities of textual complaints and detail the various aspects of them, Aspect-Based Sentiment Analysis… read more here.
Keywords: hotel; hotel guest; guest cycle; analysis ... See more keywords
Buffering effects of brand community identification in service failures: The role of customer citizenship behaviors
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DOI: 10.1016/j.jbusres.2018.09.008
Abstract: With two field studies, this research highlights the role of brand community identification (BCI) as a source of customers' repurchase intentions and also reveals how BCI creates a buffering effect, protecting against the negative repercussions… read more here.
Keywords: customer; service failures; brand community; community identification ... See more keywords
I Can Forgive You, But I Can’t Forgive the Firm: An Examination of Service Failures in the Sharing Economy
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DOI: 10.1080/10696679.2019.1644958
Abstract: Despite rapid growth of the sharing economy, little is known about consumers’ reactions when sharing services fail. Drawing on attribution theory, in three studies we show that consumers forgive such service failures varyingly, depending on… read more here.
Keywords: service failures; forgive forgive; forgive firm; service ... See more keywords
Service failures and challenges in responding to people bereaved through drugs and alcohol: An interprofessional analysis
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DOI: 10.1080/13561820.2017.1415312
Abstract: ABSTRACT This article reports findings from the first two stages of a three-stage qualitative study which considered the role of services, including public, private and charitable organisations, in responding to the needs of adults bereaved… read more here.
Keywords: analysis; responding people; challenges responding; failures challenges ... See more keywords
Rage Against the Machine: Experimental Insights into Customers’ Negative Emotional Responses, Attributions of Responsibility, and Coping Strategies in Artificial Intelligence–Based Service Failures
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DOI: 10.1177/10949968221134492
Abstract: In their interactions with chatbots, consumers often encounter technology failures that evoke negative emotions, such as anger and frustration. To clarify the effects of such encounters, this article addresses how service failures involving artificial intelligence–based… read more here.
Keywords: service failures; responsibility; attributions responsibility; intelligence based ... See more keywords