Beyond individual service failures, what happens when we track the connections between failures and recoveries? – Chris Green, Jasin Impiglia, Arron Deas, Jennifer Xia
10 QUOTES FROM REFERENCE
1. One reason for these failures is the labor-intensive nature of many services, which inevitably leads to more heterogeneous outcomes compared to mechanical production processes - Berry, Leonard L. 1980. “Services Marketing Is Different.” Business Magazine 30 (May/June): 24-29.
2. Dissatisfaction with serviced led to greater dissatisfaction with org. for highly involved customers compared with less involved customers- Goodman, Paul S., Mark Fichman, F. Javier Lerch, and Pamela R. Snyder. 1995. “Customer-Firm Relationships, Involvement, and Customer Satisfaction.” Academy of Management Journal 38 (5): 1310-1324.
3. Tax, Brown, and Chandrashekaran (1998) found that positive prior service experience mitigated (buffered) the negative effects of poor complaint handling on customer commitment and trust - Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran. 1998. “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing.” Journal of Marketing 62 (April): 60-76.
4. This conceptualization starts with the idea that human anthropomorphize inanimate objects and can think about brands as if they were human characters (Plummer, 1985) - Plummer, J. (1985). How Personality Makes a Difference. Journal of Advertising Research, 24(December/January), 27-31.
5. Berry (1995) suggested that customers may exhibit greater tolerance for failures when service personalization and customization lead to social relationships with the service provider- Berry, Leonard L. 1995. “Relationship Marketing of Services—Growing Interest, Emerging Perspectives.” Journal of the Academy of Marketing Science 23 (4): 236-245
6. Organizations which deliver high quality performance are insulated when customers experience a failure – Anderson, Eugene W. and Mary W....