Consumer responses to process and outcome failures in service firms

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dc.authorscopusid35088919200
dc.contributor.authorUral, Tulin
dc.date.accessioned2024-09-19T15:47:03Z
dc.date.available2024-09-19T15:47:03Z
dc.date.issued2008
dc.departmentHatay Mustafa Kemal Üniversitesien_US
dc.description.abstractThis 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.en_US
dc.identifier.endpage56en_US
dc.identifier.issn1727-7051
dc.identifier.issue3en_US
dc.identifier.scopus2-s2.0-84891885393en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.startpage48en_US
dc.identifier.urihttps://hdl.handle.net/20.500.12483/14943
dc.identifier.volume6en_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherLLC CPC Business Perspectivesen_US
dc.relation.ispartofProblems and Perspectives in Managementen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectDissatisfactionen_US
dc.subjectFace consciousnessen_US
dc.subjectFate submissivenessen_US
dc.subjectService failuresen_US
dc.subjectTurkeyen_US
dc.titleConsumer responses to process and outcome failures in service firmsen_US
dc.typeArticleen_US

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