| Autor: |
Judith Anne Garretson Folse, Patrick Fennell, Vincent Jeseo, Matthew M. Lastner |
| Rok vydání: |
2020 |
| Předmět: |
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| Zdroj: |
Marketing Opportunities and Challenges in a Changing Global Marketplace ISBN: 9783030391645 |
| Popis: |
Prior research has shown that attributional judgments about the cause of a service failure are linked to post-consumption activities and intentions (Richins 1983). Specifically, these judgments are related to opinions about redress. Consumers feel more deserving of compensation when a failure is attributed to an external (vs. internal) cause (Folkes 1984). This phenomenon has been fairly well established in the literature, yet several unanswered questions remain. First, how do service recovery outcomes differ when a firm steps up and corrects a service failure that was caused by the customer versus failures perpetrated by service providers? Does this change the mindset of the consumer? Can goodwill and future value be obtained by the service organization if it amends an issue it did not cause? Ample research has been conducted regarding service recovery strategies for firm-based failures (external attributions), but little has been done to answer questions relating to customer’s self-failures (internal attributions). |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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