The impact of customer participation and service expectation on Locus attributions following service failure

This study explores the impact of two factors that are prominent in the service literature: customer participation and service expectation. Owing to the interactive nature of services, customers often participate in the co-production of the service. In addition, customers normally enter into the ser...

Full description

Saved in:
Bibliographic Details
Published in:International journal of service industry management 2004-02, Vol.15 (1), p.7-26
Main Authors: Rebecca Yen, HsiuJu, Gwinner, Kevin P, Su, Wanru
Format: Article
Language:English
Subjects:
Behavior
Bias
Collaboration
Consumers
Customer satisfaction
Customer services
Customers
Employees
Failure
Hypotheses
Influence
Participation
Quality of service
Service failures
Service industries
Service quality assurance
Studies
Weight control
Citations: Items that this one cites
Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:This study explores the impact of two factors that are prominent in the service literature: customer participation and service expectation. Owing to the interactive nature of services, customers often participate in the co-production of the service. In addition, customers normally enter into the service with certain expectations regarding the level of service they are likely to receive. The survey argues that the participative roles adopted by customers in service specification and delivery and their pre-encounter service expectations influence how customers attribute the causes of service failure. Finally, the implications from the findings are discussed and directions for future research are provided. The effect of emotional response caused by a service failure on locus attributions remains to be further investigated.
ISSN:0956-4233
1757-5818
1758-6704
1757-5826
DOI:10.1108/09564230410523312