The Influence of Childhood Engagement in the Context of Hospitality Service Failure Evaluation

2021 ◽  
Author(s):  
Marie-Christin Papen ◽  
Florian Siems ◽  
Werner H. Kunz
Keyword(s):  
Service Failure ◽  
Failure Evaluation

BACK TO THE ROOTS - THE INFLUENCE OF CHILDHOOD ENGAGEMENT ON HOSPITALITY SERVICE FAILURE EVALUATION

2018 ◽  
Vol 2018 ◽  
pp. 796-796
Author(s):  
Marie-Christin Papen ◽  
◽  
Florian U. Siems ◽  
Werner H. Kunz
Keyword(s):  
Service Failure ◽  
Failure Evaluation

The Influence of Childhood Engagement in the Context of Hospitality Service Failure Evaluation

2020 ◽  
Vol 44 (2) ◽  
pp. 403-425 ◽  
Author(s):  
Marie-Christin Papen ◽  
Florian U. Siems ◽  
Werner H. Kunz
Keyword(s):  
Critical Incident ◽  
Service Failure ◽  
Marketing Research ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Childhood Experiences ◽  
Service Failures ◽  
The Relationship ◽  
A Company ◽  
Failure Evaluation

Marketing research shows that customer relationship management can reduce consequences of service failures. The question is how long a former customer engagement can still have an effect on a current critical incident. In extreme cases, this means whether and how interactions between company and customer during childhood can still influence the effects of a service failure. This article proposes that engagement with a company during childhood (childhood engagement) can affect later perceptions of the relationship. An experiment with 152 participants showed that perceived controllability and childhood engagement moderated the effect of disappointment on repurchase intention. Customers with childhood engagement evaluate a service failure more favorably than customers without childhood experiences. Furthermore, customers are likely to react negatively if the responsibility for the failure is attributed to the company. Accordingly, from a managerial perspective, childhood engagement and credible communication can prevent the ending of a customer relationship after a failure.

THE IMPACT OF COMPARATIVE PRICE ON CONSUMER TOLERANCE FOR SERVICE FAILURE

2018 ◽  
Vol 2018 ◽  
pp. 572-572
Author(s):  
Hailong Yang ◽  
◽  
Yuanyu Zhang ◽  
Liangjing Che
Keyword(s):  
Service Failure ◽  
The Impact

High Fidelity Response and Failure Evaluation of Tapered Composite Components under Multiaxial Loading

2021 ◽  
Author(s):  
Jian Xiao ◽  
Phillip Liu ◽  
D.C. Pham ◽  
Jim Lua ◽  
Shenal Perera ◽  
...  
Keyword(s):  
High Fidelity ◽  
Multiaxial Loading ◽  
Failure Evaluation

Equity and repurchase intention following service failure

2000 ◽  
Vol 14 (6) ◽  
pp. 513-528 ◽  
Author(s):  
Adrian Palmer ◽  
Rosalind Beggs ◽  
Caroline Keown‐McMullan
Keyword(s):  
Service Failure ◽  
Repurchase Intention

scholarly journals Moderating Effect of the Power–Distance Belief on the Relationship between Employees’ Service Failures and Customers’ Behavioral Outcomes in the Sport Service Industry

2021 ◽  
Vol 18 (5) ◽  
pp. 2488
Author(s):  
Hyunseok Song ◽  
Kevin K. Byon
Keyword(s):  
Critical Incident ◽  
Service Failure ◽  
Power Distance ◽  
Moderating Effect ◽  
Main Experiment ◽  
Manipulation Check ◽  
Fitness Center ◽  
Service Failures ◽  
The Relationship ◽  
Power Distance Belief

This study was designed to examine the moderating effects of the power–distance belief (PDB) on the relationship between employees’ service failures and customers’ transactional and non-transactional outcomes in a fitness center context. To test the relationships among these variables, we employed two pretests and a main experiment. In Pretest 1, a critical incident technique (CIT) was used to identify the employees’ service failure situations in fitness centers. Then, in Pretest 2, we developed two written scenarios that described employees’ service failures according to low and high severity and confirmed the differences between these two scenarios with a manipulation check. In the main experiment, we employed scenarios to examine the relationships among service failures’ severity, PDB, and customers’ non-transactional and transactional outcomes. We used Hayes’ PROCESS macro to test the PDB’s single moderating effect on the relationship between the service failures’ severity and the customers’ responses. According to the results, the moderating effect on the relationship between the service failures’ severity and fitness center customers’ non-transactional and transactional behaviors was confirmed. We extended the understanding of fitness center customers’ reactions, depending upon individual PDB to service failures, by comparing low- and high-service failure situations. Our findings also suggest that segmenting fitness center customers may help managers recognize that their customers’ varying responses depend on PDB.

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