IDEAS home Printed from https://ideas.repec.org/a/spr/svcbiz/v17y2023i4d10.1007_s11628-023-00544-w.html
   My bibliography  Save this article

Underscoring trainer's lack of effort or talent in service failure of personal fitness training: customers' negative word-of-mouth response

Author

Listed:
  • Sangchul Park

    (Alma College)

  • Hyun-Woo Lee

    (Texas A&M University)

  • Calvin Nite

    (Texas A&M University)

Abstract

Underpinned by attribution theory and relationship norm theory, this study investigated whether, why, and when provider attribution of service failure influences negative word-of-mouth. Our first experiment verified that trainers' attribution of their service failure to lack of effort (vs. lack of talent) causes greater negative word-of-mouth intention and that this effect is mediated by perceived responsibility. Our second experiment confirmed that to customers with more communal (vs. exchange) norms, the effect of perceived responsibility on negative word-of-mouth intention becomes weaker (vs. stronger). These findings advance service failure and performance attribution literature and provide insights into how to address service failure.

Suggested Citation

  • Sangchul Park & Hyun-Woo Lee & Calvin Nite, 2023. "Underscoring trainer's lack of effort or talent in service failure of personal fitness training: customers' negative word-of-mouth response," Service Business, Springer;Pan-Pacific Business Association, vol. 17(4), pages 1025-1050, December.
    • Handle: RePEc:spr:svcbiz:v:17:y:2023:i:4:d:10.1007_s11628-023-00544-w
    DOI: 10.1007/s11628-023-00544-w
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11628-023-00544-w
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11628-023-00544-w?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:svcbiz:v:17:y:2023:i:4:d:10.1007_s11628-023-00544-w. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.