The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry

By S. Swanson, Maxwell K. Hsu. 2011

151 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/ab1bfd6bd94a6cc3cbdd6a73636a77a4853e3447

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Anil Bilgihan
2. Hyeyoon Choi
3. Riza Casidy
4. Hyunju Shin
5. Milos Bujisic
6. Yanfen You
7. Lili Wang
8. Xiaoyan Deng

In Sociology and Political Science

1. Anil Bilgihan
2. Riza Casidy
3. Hyunju Shin
4. Xiaoyan Deng
5. Yanfen You
6. Lili Wang
7. Xiaojing Yang
8. Hyeyoon Choi

Citations in the corpus

• When and Why Saying “Thank You” Is Better Than Saying “Sorry” in Redressing Service Failures: The Role of Self-Esteem (2020, background): “…apology can induce positive responses immediately after the negative service encounter, certain characteristics of the initial failure (e.g., responsibility) still linger to negatively influence future service provider–consumer interactions (e.g., repatronage intentions; Swanson and Hsu 2011).”
• Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions (2019, background): “Customer satisfaction, emotions, and WOM intentions The relationship between guest satisfaction and their WOM behavior is well-supported in the lodging industry (Getty and Thompson, 1995; Litvin et al. 2008; Oh, 1999; Swanson and Hsu, 2011), as satisfied customers tend to support the firm through re”
• The Effect of Self–Brand Connection and Self-Construal on Brand Lovers’ Word of Mouth (WOM) (2015, background): “…shows that positive WOM is linked to positive outcomes (e.g., W. G. Kim, Han, and Lee 2001; D. Kim, Magnini, and Singal 2011; Longart 2010; Loureiro, Almeida, and Rita 2013; Swanson and Hsu 2011) while negative WOM is a form of complaining behavior (e.g., Wei et al. 2012; Yang and Mattila 2012).”
• The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions (2015, background): “Customers form judgments about the fairness of service recovery based on their own perception of the severity of service failure and recovery locus attribution, which in turn affects future behavioral intentions towards the service provider (Swanson and Hsu, 2011).”