Perceived controllability and service expectations: Influences on customer reactions following service failure

By Sunmee Choi, Anna S. Mattila. 2008

281 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/8e071ae28c6fe4e49a97c70248ba768d5f4d77aa

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In Information Systems and Management

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success (2020, background): “performance and assume that an employee could have easily behaved differently than he/she did in the last service encounter (Albrecht et al., 2016; Choi and Mattila, 2008).”
The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective (2012, background): “Service failure: outcome- and process-related Service failures are common in the service industry (McColl-Kennedy et al., 2003), and it is difficult to prevent them completely (Choi & Mattila, 2008; DeWitt & Brady, 2003; Hart et al., 1990).”
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021, background): “An important customer belief, which firms must anticipate, is that firms could prevent service failures (Choi & Mattila, 2008).”
Service Quality: The Impact of Frequency, Timing, Proximity, and Sequence of Failures and Delights (2014, background): “…to whether people perceive the failure as controllable by the service provider (e.g., a flight delayed because of the crew’s scheduling conflicts) or uncontrollable (e.g., a flight delayed because of inclement weather) (e.g., Choi and Mattila 2008; Harris, Mohr, and Bernhardt 2006; Taylor 1994).”
A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes (2014, methodology): “…our model examines different candidates for mediation simultaneously; prior research only examined one mediating variable at a time, such as negative emotions (e.g., Folkes, Koletsky, and Graham 1987), transaction-specific satisfaction (Choi and Mattila 2008), or overall satisfaction (Hess 2008).”