Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining

2009 ◽  
Vol 23 (7) ◽  
pp. 462-475 ◽  
Author(s):  
Celso Augusto de Matos ◽  
Carlos Alberto Vargas Rossi ◽  
Ricardo Teixeira Veiga ◽  
Valter Afonso Vieira
Keyword(s):  
Service Failure ◽  
Consumer Reaction ◽  
Service Failure And Recovery ◽  
Moderating Role

Consumer attitude towards service failure and recovery in higher education

2015 ◽  
Vol 23 (1) ◽  
pp. 67-85 ◽  
Author(s):  
Hardeep Chahal ◽  
Pinkey Devi
Keyword(s):  
Higher Education ◽  
Service Failure ◽  
Service Recovery ◽  
Consumer Attitude ◽  
Quantitative Methodology ◽  
Content Type ◽  
Computer Lab ◽  
Service Failures ◽  
Service Failure And Recovery

Purpose – This paper aims to explore consumer attitude towards service failure and recovery in the higher education in general and with respect to teaching, examination, library, computer lab, administration and infrastructure in particular. Design/methodology/approach – The data are collected from 120 students of three undergraduate colleges of University of Jammu using purposive sampling. Findings – The findings reveal that all recovery efforts pertaining to teaching, examination, library, computer lab, administration and infrastructure are significant in overcoming the respective service failures. Research limitations/implications – The present study is limited to address service failure and service recovery relationship with respect to teaching, examination, library, computer lab, administration and infrastructure and limited to three undergraduate colleges operating in Jammu city only. The sample of the study is small which needs to be considered before generalizing the results. Originality/value – This study makes a maiden attempt to identify service failure issues with respect to teaching, examination, library, computer lab, administration and infrastructure using quantitative methodology in higher education and role of service recovery strategies in monitoring and reducing service failure.

The role of collective angst during and after a service failure

2014 ◽  
Vol 28 (3) ◽  
pp. 223-232 ◽  
Author(s):  
Amro A. Maher ◽  
Rana Sobh
Keyword(s):  
Service Providers ◽  
Cultural Distance ◽  
Service Failure ◽  
Content Type ◽  
Service Failures ◽  
Service Failure And Recovery ◽  
The Future ◽  
Future Viability ◽  
The Impact

Purpose – The purpose of this study is to examine the role of collective angst, the concern about the future viability of one’s group, during service failure and recovery. Design/methodology/approach – To test this objective the authors utilize an experiment to examine how Kuwaitis react to service failures when the front-line employee is a foreigner. Findings – The results indicate that collective angst is associated with greater anger following a service failure. The authors also find that collective angst moderates the impact of cultural distance on anger and recommendation intentions following a service-failure recovery attempt. More specifically, cultural distance leads to greater anger and lower intentions to recommend a service establishment for consumers that experience greater collective angst. Originality/value – The research provides the first attempt at examining how local consumers react to foreigner service providers, by examining how concern about the future vitality of one’s national group, in other words collective angst, affects such reactions.

Language constraints in hotel attributes and consumers' offendedness associated with behavioral intentions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Naeem Akhtar ◽  
Xianglan Chen ◽  
Umar Iqbal Siddiqi ◽  
Guojun Zeng ◽  
Tahir Islam
Keyword(s):  
Behavioral Intentions ◽  
Service Failure ◽  
Behavioral Outcomes ◽  
Hotel Industry ◽  
Service Encounters ◽  
Critical Research ◽  
Content Type ◽  
Structural Evaluation ◽  
Moderating Role

PurposeTo address critical research gaps in the extant literature, the present study develops a model that links language constraints in hotel attributes—core and facilitating––with consumers' offendedness (CO) and examines the consequent behavioral intentions of an offended consumer. For this purpose, it investigates (1) the role of language constraints in core and facilitating attributes in shaping CO, (2) how CO relates to adverse behavioral outcomes and (3) the moderating role of attribution of service failure (ASF) between language constraints and CO.Design/methodology/approachThe present research used convenience sampling and collected data from 398 inbound tourists in Beijing through a survey questionnaire. The study performs measurement and structural evaluation by employing Amos Graphics 24.0 and moderation analysis through IBM SPSS 25.0.FindingsThe study examines language constraints in China's hospitality context, which restricts its generalizability. However, it serves as a better approach to examine the tourists who visit other Western hotels in China and unveils the factors contributing to CO.Research limitations/implicationsThe study examines language constraints in Chinese hotels, which restrict its generalizability. It serves as a better approach to examine the tourists who visit other Western hotels in China and unveils the factors contributing to CO.Originality/valueFew studies validate communication barriers in service encounters in hotel services and apprehend related outcomes. The present study takes a unique initiative in the context of China and examines the role of language constraints in core and facilitating hotel attributes in service encounters at Chinese hotels. This study informs the Chinese hotel industry and international destination firms to understand the language constraints in service encounters to further their strategies to overcome threats and tap potential opportunities.

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