Interactional service failures in a pseudorelationship: The role of organizational attributions

By R. Hess, Shankar Ganesan, Noreen M. Klein. 2007

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Transformational Relationship Events (2015, background): “As a control, we also included the typicality of the event, or the customer’s belief that this event was a common occurrence in the industry, because it can affect customer responses to service encounters (Hess, Ganesan, and Klein 2007).”
Moral disengagement of hotel guest negative WOM: moral identity centrality, moral awareness, and anger. (2014, background): “Prior research on this area main focuses on the cognitive processes, such as attribution (Hess et al., 2007), perceived justice (Grégoire & Fisher, 2008), and consumer power (Grégoire et al., 2010).”
Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020, background): “Customers can distinguish between employee and firm when attributing credit and blame for service actions (Hess et al., 2007), but to what extent do customers hold a frontline robot accountable for its performance? This article aims to better understand attributions that customers make following a s”