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Quality of past performance: Impact on consumers’ responses to service failure

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Author Info

  • Rodolfo Vázquez-Casielles
  • Ana del Río-Lanza

    ()

  • Ana Díaz-Martín
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    Abstract

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    File URL: http://hdl.handle.net/10.1007/s11002-007-9018-x
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    Bibliographic Info

    Article provided by Springer in its journal Marketing Letters.

    Volume (Year): 18 (2007)
    Issue (Month): 4 (December)
    Pages: 249-264

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    Handle: RePEc:kap:mktlet:v:18:y:2007:i:4:p:249-264

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    Web page: http://www.springerlink.com/link.asp?id=100312

    Related research

    Keywords: Service quality; Service failure; Causal attributions; Emotions; Consumer satisfaction;

    References

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    1. Harris, Katherine E. & Grewal, Dhruv & Mohr, Lois A. & Bernhardt, Kenneth L., 2006. "Consumer responses to service recovery strategies: The moderating role of online versus offline environment," Journal of Business Research, Elsevier, vol. 59(4), pages 425-431, April.
    2. Machleit, Karen A. & Mantel, Susan Powell, 2001. "Emotional response and shopping satisfaction: Moderating effects of shopper attributions," Journal of Business Research, Elsevier, vol. 54(2), pages 97-106, November.
    3. Folkes, Valerie S, 1984. " Consumer Reactions to Product Failure: An Attributional Approach," Journal of Consumer Research, University of Chicago Press, vol. 10(4), pages 398-409, March.
    4. Michael Hui & Alan Tse & Lianxi Zhou, 2006. "Interaction between two types of information on reactions to delays," Marketing Letters, Springer, vol. 17(2), pages 151-162, April.
    5. Chebat, Jean-Charles & Slusarczyk, Witold, 2005. "How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study," Journal of Business Research, Elsevier, vol. 58(5), pages 664-673, May.
    6. Tsiros, Michael & Mittal, Vikas, 2000. " Regret: A Model of Its Antecedents and Consequences in Consumer Decision Making," Journal of Consumer Research, University of Chicago Press, vol. 26(4), pages 401-17, March.
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    Cited by:
    1. Ndubisi, Nelson Oly, 2012. "Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia's healthcare sector," Journal of Business Research, Elsevier, vol. 65(4), pages 537-546.
    2. Safwan, Nadeem & Hunjra, Ahmed Imran & Ashfaq, Mohammad & Naqvi, Syed Qasim Haroon, 2011. "The impact of trust and cabin crew performance on customers’ satisfaction," MPRA Paper 40686, University Library of Munich, Germany.

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