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When the relationships fail: A microperspective on consumer responses to service failure

When the relationships fail: A microperspective on consumer responses to service failure This article investigated the consumer response mechanism in a service failure context. A service failure response model was introduced that incorporated emotive antecedents, a mediation process, and 4 behavioral outcomes. Data were collected via an online survey (N = 371) and further analyzed using the structural equation modeling approach. The results confirmed the service failure response model: Anger and dissatisfaction were emotive antecedents that lead to consumers’ exit, voice, and revenge responses. This process was mediated by desire for avoidance and desire for revenge. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Public Relations Research Taylor & Francis

When the relationships fail: A microperspective on consumer responses to service failure

When the relationships fail: A microperspective on consumer responses to service failure

Abstract

This article investigated the consumer response mechanism in a service failure context. A service failure response model was introduced that incorporated emotive antecedents, a mediation process, and 4 behavioral outcomes. Data were collected via an online survey (N = 371) and further analyzed using the structural equation modeling approach. The results confirmed the service failure response model: Anger and dissatisfaction were emotive antecedents that lead to consumers’...
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Publisher
Taylor & Francis
Copyright
© 2017 Taylor & Francis
ISSN
1532-754X
eISSN
1062-726X
DOI
10.1080/1062726X.2017.1356310
Publisher site
See Article on Publisher Site

Abstract

This article investigated the consumer response mechanism in a service failure context. A service failure response model was introduced that incorporated emotive antecedents, a mediation process, and 4 behavioral outcomes. Data were collected via an online survey (N = 371) and further analyzed using the structural equation modeling approach. The results confirmed the service failure response model: Anger and dissatisfaction were emotive antecedents that lead to consumers’ exit, voice, and revenge responses. This process was mediated by desire for avoidance and desire for revenge.

Journal

Journal of Public Relations ResearchTaylor & Francis

Published: Jul 4, 2017

Keywords: Consumer relations; emotions; exit; NWOM; revenge; service failure

References