Consumer responses to process and outcome failures in service firms
[ N/A ]
Tarih
2008
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
LLC CPC Business Perspectives
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
This study aims to explain the effect of consumer's value orientation on his/her dissatisfaction with service failures by applying hierarchical regression approach. Consumer responses to service failures are a function of consumer value orientation. The author identified two aspects of the universal values: face consciousness (FC) and fate submissiveness (FS). Two types of service failure were also identified as process and outcome. The findings show that the interaction effect of FC with failure type is significant although there isn't the direct effect of FC on consumers' overall dissatisfaction with service failure. The effect of FC on consumer dissatisfaction is stronger for a process failure than for an outcome failure. There is the significant moderator effect of FS on overall dissatisfaction with service failure. Consumers who are higher in FS are less dissatisfied with a service failure. Hence, the effect of FS on consumer dissatisfaction is stronger for an outcome failure than for a process failure, as opposite to FC. Consumers have different sensitivities toward the two failure types. In terms of demographic characteristics of consumer, the age and income affect to dissatisfaction with process and outcome failure. The present study enriches our understanding about both the impact of consumer value orientations and failure type on consumer's dissatisfaction. The useful implementations for researchers and practitioners are presented. © Tulin Ural, 2008.
Açıklama
Anahtar Kelimeler
Dissatisfaction, Face consciousness, Fate submissiveness, Service failures, Turkey
Kaynak
Problems and Perspectives in Management
WoS Q Değeri
Scopus Q Değeri
Q1
Cilt
6
Sayı
3
