Don’t try harder: using customer inoculation to build resistance against service failures

Capitalizing on a large-scale field experimental dataset involving 1,254 airline customers, this study introduces customer inoculation as a new, proactive strategy for mitigating the negative consequences that service failures have on customer satisfaction. Results confirm that customer inoculation...

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Bibliographic Details
Published in:Journal of the Academy of Marketing Science 2015-07, Vol.43 (4), p.512-527
Main Authors: Mikolon, Sven, Quaiser, Benjamin, Wieseke, Jan
Format: Article
Language:English
Subjects:
Airline industry
Airlines
Analysis
Business and Management
Customer relations
Customer satisfaction
Customer service
Customer services
Failure
Marketing
Methods
Original Empirical Research
Social Sciences
Studies
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Summary:Capitalizing on a large-scale field experimental dataset involving 1,254 airline customers, this study introduces customer inoculation as a new, proactive strategy for mitigating the negative consequences that service failures have on customer satisfaction. Results confirm that customer inoculation eases the decrease in satisfaction when customers experience a service failure. Additional analyses indicate that customer inoculation does not harm customer satisfaction if no service failure occurs. This finding sets inoculation apart from expectation management and underscores the potential inoculation has for marketing practice. Furthermore, contrary to traditional recovery strategies for addressing service failures, customer inoculation operates in advance of a service failure and thereby circumvents potential drawbacks of traditional strategies. In sum, customer inoculation represents a novel strategy for addressing service failures with respect to existing marketing literature and expands the scope of action for companies when they cannot avoid offering occasionally flawed services.
ISSN:0092-0703
1552-7824
DOI:10.1007/s11747-014-0398-1