The attribution of service failures: effects on consumer satisfaction
By V. Iglesias. 2009
96 citations recorded by the source corpus.
The aim of this paper is to analyse the effects of the attribution of service failures on consumer satisfaction. We analysed direct effects as well as indirect effects through cognitive processes and variables such as quality perceptions and overall quality evaluation. Basing the analysis on the attribution theories and information processing theories, four hypotheses are suggested. These are tested on a sample of 293 service encounters in which some type of failure is present (attributed to the firm or to some environmental factor). The results show that the attribution of the failure to the service firm causes a systematic reduction in all of the quality perceptions (even in service aspects not linked to the failure). But attribution also shows direct effects on satisfaction beyond the effect through perceptions. Attitude-based processes as well as attribute-based processes are affected by attribution.
Subfields: Marketing, Organizational Behavior and Human Resource Management, Strategy and Management
View Paper: https://www.semanticscholar.org/paper/629506571bab8680ebca6871642e80a20a04c4f9
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In Marketing
In Organizational Behavior and Human Resource Management
In Strategy and Management
Citations in the corpus
- Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020, background): “Such outcomes are especially salient in the case of service failures (Iglesias, 2009; Dabholkar and Spaid, 2012), which is why the majority of work has focused on attributions following such unsuccessful service encounters (for a review see Van Vaerenbergh et al.”