You are not logged in.

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.

Attached Files
Name Description MIMEType Size Downloads

Title Powerlessness following service failure and its implications for service recovery
Author(s) Wong, Jimmy
Newton, Joshua D.ORCID iD for 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

Document type: Journal Article
Collections: Faculty of Business and Law
School of Management and Marketing
Connect to link resolver
Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved.

Version Filter Type
Citation counts: TR Web of Science Citation Count  Cited 4 times in TR Web of Science
Scopus Citation Count Cited 3 times in Scopus
Google Scholar Search Google Scholar
Access Statistics: 165 Abstract Views, 3 File Downloads  -  Detailed Statistics
Created: Wed, 09 Jul 2014, 11:49:37 EST by Gloria Stevenson

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