The Influence of Incidental Similarity on Observers’ Causal Attributions and Reactions to a Service Failure
Publication in refereed journal

香港中文大學研究人員
替代計量分析
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其它資訊
摘要Observers' reactions to a service failure and their attributions of responsibility for its occurrence can depend on fortuitous characteristics of the protagonists that happen to draw their attention. Four field and laboratory experiments show that when observers have an incidental similarity to one of the persons involved in a service failure (the customer or the service provider), their attention is drawn to this protagonist, often leading them to construe the situation from this person's perspective and consequently to blame the protagonist less for the negative event they observe. However, when an incidentally similar protagonist is rude or has an undesirable personal characteristic (i.e., obesity), observers' greater attention to that person increases their attributions of responsibility to him or her rather than decreasing it. These opposing effects of incidental similarity on attributions influence not only observers' evaluations of the persons involved in the situation they observe, but also their willingness to patronize the establishment. These effects occur both when observers actually witness a conflict offline and when they consider it online on the basis of reviews.
著者Wan Lisa C., Wyer Robert S.
期刊名稱Journal of Consumer Research
出版年份2019
月份4
卷號45
期次6
頁次1350 - 1368
國際標準期刊號0093-5301
電子國際標準期刊號1537-5277
語言美式英語
關鍵詞incidental similarity, attribution, service failures, perspective taking, observer reactions

上次更新時間 2021-20-01 於 02:10