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Powerlessness following service failure and its implications for service recovery

Wong, Jimmy, Newton, Joshua D. and Newton, Fiona J. 2016, Powerlessness following service failure and its implications for service recovery, Marketing letters, vol. 27, no. 1, pp. 63-75, doi: 10.1007/s11002-014-9303-4.

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Title Powerlessness following service failure and its implications for service recovery
Author(s) Wong, Jimmy
Newton, Joshua D.
Newton, Fiona J.
Journal name Marketing letters
Volume number 27
Issue number 1
Start page 63
End page 75
Total pages 13
Publisher Springer
Place of publication Berlin, Germany
Publication date 2016-03
ISSN 0923-0645
Keyword(s) Situational power
Dispositional power motivation
Service failure
Service recovery
Summary This research examines whether service failure in hospitality settings reduces situational power and whether feelings of powerlessness have implications for service recovery efforts. Three studies demonstrated that service failure reduced consumers’ situational power, but only among those with high dispositional power motivation (studies 1 and 2). Moreover, those with high dispositional power motivation evinced greater satisfaction with service recovery efforts that involved status-enhancing compensation as opposed to utility-enhancing compensation (study 2), and when status-enhancing compensation was presented in public as opposed to in private (study 3). These findings suggest that consumers with high dispositional power motivation prefer service recovery attempts that counteract the feelings of powerlessness they experience from service failure. Service managers can benefit from these findings by understanding how feelings of power interact with service recovery efforts.
Language eng
DOI 10.1007/s11002-014-9303-4
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
Socio Economic Objective 910403 Marketing
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2014, Springer
Persistent URL http://hdl.handle.net/10536/DRO/DU:30064883

Document type: Journal Article
Collections: Faculty of Business and Law
School of Management and Marketing
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Created: Wed, 09 Jul 2014, 11:49:37 EST by Gloria Stevenson

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