The Role of Relationship Norms in Responses to Service Failures
Publication in refereed journal


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其它資訊
摘要A friendly relationship with a service provider can sometimes decrease the negative feelings that consumers experience as the result of a service failure. However, friendship is not always beneficial. When consumers focus their attention on the provider's obligation to respond to their needs, they react more negatively to a service failure when they are friends of the provider than when they have only a business relationship with him or her. When their attention is drawn to their own obligation in the relationship, however, the reverse is true. This difference is confirmed in four experiments in which the perspective from which participants imagined a service failure was activated either by unrelated experiences before being exposed to the failure or by features of the service encounter itself.
著者Wan LC, Hui MK, Wyer RS
期刊名稱Journal of Consumer Research
出版年份2011
月份8
日期1
卷號38
期次2
出版社UNIV CHICAGO PRESS
頁次260 - 277
國際標準期刊號0093-5301
電子國際標準期刊號1537-5277
語言英式英語
Web of Science 學科類別Business; BUSINESS; Business & Economics

上次更新時間 2021-16-01 於 00:28