IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v64y2011i6p579-585.html
   My bibliography  Save this article

Anticipating a service experience

Author

Listed:
  • Harrison, Mary P.
  • Beatty, Sharon E.

Abstract

This paper explores the anticipations consumers have before service experiences. Consumers think ahead about future service experiences and may foresee problems or discomfort. This research examines the strategies consumers engage in to minimize the impact of these anticipated problems or discomforts. Qualitative interviews and the critical incident technique with a content analysis provide the tools of this study. In Study 1, planning and preparation, avoidance and adjustment, and seeking support emerge as three problem-solving behaviors. In Study 2, the same three problem-solving behaviors emerge, while a fourth category, gathering information, also appears. In addition, worry, as an emotional response to perceived risk, provides understanding to service anticipation issues. Social risk plays a particularly important role as well.

Suggested Citation

  • Harrison, Mary P. & Beatty, Sharon E., 2011. "Anticipating a service experience," Journal of Business Research, Elsevier, vol. 64(6), pages 579-585, June.
  • Handle: RePEc:eee:jbrese:v:64:y:2011:i:6:p:579-585
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148-2963(10)00114-1
    Download Restriction: Full text for ScienceDirect subscribers only

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

    References listed on IDEAS

    as
    1. Chaudhuri, Arjun, 1997. "Consumption Emotion and Perceived Risk: A Macro-Analytic Approach," Journal of Business Research, Elsevier, vol. 39(2), pages 81-92, June.
    2. Kolbe, Richard H & Burnett, Melissa S, 1991. " Content-Analysis Research: An Examination of Applications with Directives for Improving Research Reliability and Objectivity," Journal of Consumer Research, Oxford University Press, vol. 18(2), pages 243-250, September.
    3. Kalamas, Maria & Laroche, Michel & Makdessian, Lucy, 2008. "Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures," Journal of Business Research, Elsevier, vol. 61(8), pages 813-824, August.
    4. Srinivasan, Narasimhan & Ratchford, Brian T, 1991. " An Empirical Test of a Model of External Search for Automobiles," Journal of Consumer Research, Oxford University Press, vol. 18(2), pages 233-242, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Breunig, Karl Joachim & Christoffersen, Line, 2016. "If x then why? Comparative analysis using critical incidents technique," Journal of Business Research, Elsevier, vol. 69(11), pages 5141-5146.

    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:eee:jbrese:v:64:y:2011:i:6:p:579-585. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dana Niculescu). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    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.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with 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.

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

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.