Variation in consumer outcomes : does the type of failure (process or outcome) matter?
Bhandari, Mahesh Singh and Polonsky, Michael 2007, Variation in consumer outcomes : does the type of failure (process or outcome) matter?, in ANZMAC 2007 : 3Rs, reputation responsibility relevance, University of Otago, School of Business, Dept. of Marketing, Dunedin, New Zealand, pp. 2767-2774.
Australian and New Zealand Marketing Academy Conference
Start page
2767
End page
2774
Publisher
University of Otago, School of Business, Dept. of Marketing
Place of publication
Dunedin, New Zealand
Summary
Literature suggests that various customer outcomes are likely to be negative after a failed service encounter. Service failures can arise for many reasons and consumers may react differently, depending on the type of failure. This study focuses on exploring whether consumer outcomes differ based on whether the consumer experiences a process failure or outcome failure. The results from this study suggest that variations in consumer outcomes differ across the two types of failures; with consumers generally being more dissatisfied in outcome failure situations as compared to process failure situations.
Notes
Reproduced with the specific permission of the copyright owner.
Language
eng
Field of Research
150501 Consumer-Oriented Product or Service Development
Socio Economic Objective
970115 Expanding Knowledge in Commerce, Management, Tourism and Services
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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.