Whom do customers blame for a service failure? Effects of thought speed on causal locus attribution
| Autor: | Maggie Geuens, Cristiane Pizzutti, Natália Araujo Pacheco |
|---|---|
| Rok vydání: | 2018 |
| Předmět: |
Marketing
Service (business) business.industry media_common.quotation_subject 05 social sciences Word of mouth Service provider Outcome (game theory) 050105 experimental psychology Blame 0502 economics and business Causal locus 050211 marketing 0501 psychology and cognitive sciences Psychology business Attribution Social psychology media_common Downstream (petroleum industry) |
| Zdroj: | Journal of Retailing and Consumer Services. 40:60-65 |
| ISSN: | 0969-6989 |
| Popis: | This research investigates the impact of customers’ thought speeds in a service failure setting. Fast-thinking induces not only heuristic processing, but also positive affect. As both factors predict a different outcome on whom customers blame for the failure, this study examines rival hypotheses. Findings from three experiments show that fast-thinking leads respondents to attribute failures to the service providers (i.e., showing a self-serving bias). In addition, fast-thinking also has more downstream consequences, as it negatively affects repurchase intentions and positively affects intentions to spread negative word of mouth. Therefore, service providers are encouraged to stimulate slow thought during service encounters. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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