IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v19y2012i2p211-217.html
   My bibliography  Save this article

Moderating effect of discriminatory attributions on repatronage intentions

Author

Listed:
  • Baker, Thomas L.
  • Meyer, Tracy

Abstract

This research investigates the role of social context at the time of a service failure. The negativity of the service failure has the potential to escalate when consumers who are part of a traditionally stigmatized group believe the service failure to be a purposeful event brought on by physically observable differences in appearance. A small exploratory study and two large scale data collections are conducted to validate a measure of transaction specific attributions of discrimination (TSAD) to enhance our understanding of the issue. The moderating effect of TSAD is demonstrated on repatronage intentions to the service firm.

Suggested Citation

  • Baker, Thomas L. & Meyer, Tracy, 2012. "Moderating effect of discriminatory attributions on repatronage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 19(2), pages 211-217.
    • Handle: RePEc:eee:joreco:v:19:y:2012:i:2:p:211-217
    DOI: 10.1016/j.jretconser.2012.01.002
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698912000033
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2012.01.002?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.

    References listed on IDEAS

    as
    1. Kim, Jae-Eun & Ju, Hae Won & Johnson, Kim K.P., 2009. "Sales associate's appearance: Links to consumers’ emotions, store image, and purchases," Journal of Retailing and Consumer Services, Elsevier, vol. 16(5), pages 407-413.
    2. Folkes, Valerie S, 1984. "Consumer Reactions to Product Failure: An Attributional Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(4), pages 398-409, March.
    3. Bateson, John E G & Hui, Michael K, 1992. "The Ecological Validity of Photographic Slides and Videotapes in Simulating the Service Setting," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(2), pages 271-281, September.
    4. Rosenbaum, Mark S. & Montoya, Detra Y., 2007. "Am I welcome here? Exploring how ethnic consumers assess their place identity," Journal of Business Research, Elsevier, vol. 60(3), pages 206-214, March.
    5. Weiner, Bernard, 2000. "Attributional Thoughts about Consumer Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 27(3), pages 382-387, December.
    6. Söderlund, Magnus & Julander, Claes-Robert, 2009. "Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 16(3), pages 216-226.
    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. Alex H. Cohen & Jorge E. Fresneda & Rolph E. Anderson, 2020. "What retailers need to understand about website inaccessibility and disabled consumers: Challenges and opportunities," Journal of Consumer Affairs, Wiley Blackwell, vol. 54(3), pages 854-889, September.
    2. Bozkurt, Sıddık & Gligor, David, 2021. "Distinguishing between the impact of social media public and private compliments on customers’ future service recovery expectations," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. 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.
    2. Scheidler, Sabrina & Edinger-Schons, Laura Marie, 2020. "Partners in crime? The impact of consumers' culpability for corporate social irresponsibility on their boycott attitude," Journal of Business Research, Elsevier, vol. 109(C), pages 607-620.
    3. Philp, Matthew & Ashworth, Laurence, 2020. "I should have known better!: When firm-caused failure leads to self-image concerns and reduces negative word-of-mouth," Journal of Business Research, Elsevier, vol. 116(C), pages 283-293.
    4. Kim, Junyong & Wansink, Brian, 2012. "How Retailers’ Recommendation and Return Policies Alter Product Evaluations," Journal of Retailing, Elsevier, vol. 88(4), pages 528-541.
    5. Shannon W. Anderson & L. Scott Baggett & Sally K. Widener, 2009. "The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers," Manufacturing & Service Operations Management, INFORMS, vol. 11(1), pages 52-69, November.
    6. Grandey, Alicia A. & Fisk, Glenda M. & Mattila, Anna S. & Jansen, Karen J. & Sideman, Lori A., 2005. "Is "service with a smile" enough? Authenticity of positive displays during service encounters," Organizational Behavior and Human Decision Processes, Elsevier, vol. 96(1), pages 38-55, January.
    7. Hsu, Liwu & Lawrence, Benjamin, 2016. "The role of social media and brand equity during a product recall crisis: A shareholder value perspective," International Journal of Research in Marketing, Elsevier, vol. 33(1), pages 59-77.
    8. Pierre-Nicolas Schwab, 2015. "Online complaint handling practices: Company strategies and their effects upon post-complaint satisfaction," Working Papers CEB 15-005, ULB -- Universite Libre de Bruxelles.
    9. Tom Joonhwan Kim & Youjae Yi & Jongan Choi, 2020. "The boomerang effect of brand personality congruency in a product-harm crisis," Australian Journal of Management, Australian School of Business, vol. 45(4), pages 645-661, November.
    10. Kim, Junghyun & Park, Taehoon, 2020. "How corporate social responsibility (CSR) saves a company: The role of gratitude in buffering vindictive consumer behavior from product failures," Journal of Business Research, Elsevier, vol. 117(C), pages 461-472.
    11. Sakib, S M Nazmuz, 2023. "Application of Attribution Theory in Business and Economics: A Bibliometric Analysis," OSF Preprints as3bg, Center for Open Science.
    12. Fan-Yun Pai & Tsu-Ming Yeh & Liang-Yu Lin, 2018. "Relationship Level and Customer Response to Service Recovery," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 140(3), pages 1301-1319, December.
    13. Jessica Mikeska & Elise Johansen Harvey, 2015. "The Political CEO: An Event Study Comparing Consumer Attributions of CEO Behavior," Social Science Quarterly, Southwestern Social Science Association, vol. 96(1), pages 76-92, March.
    14. Davoud Nikbin & Ishak Ismail & Malliga Marimuthu, 2013. "The relationship between informational justice, recovery satisfaction, and loyalty: the moderating role of failure attributions," Service Business, Springer;Pan-Pacific Business Association, vol. 7(3), pages 419-435, September.
    15. Paydas Turan, Ceyda, 2022. "Deal or deny: The effectiveness of crisis response strategies on brand equity of the focal brand in co-branding," Journal of Business Research, Elsevier, vol. 149(C), pages 615-629.
    16. Gao, Hongzhi & Knight, John G. & Zhang, Hongxia & Mather, Damien, 2013. "Guilt by association: Heuristic risks for foreign brands during a product-harm crisis in China," Journal of Business Research, Elsevier, vol. 66(8), pages 1044-1051.
    17. Alba, George & Slongo, Luiz Antonio, 2020. "Getting a no-reply is also a reply: An investigation of unreplied consumer attributions," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    18. Simone T. Peinkofer & Yao Henry Jin, 2023. "The impact of order fulfillment information disclosure on consequences of deceptive counterfeits," Production and Operations Management, Production and Operations Management Society, vol. 32(1), pages 237-260, January.
    19. Arora, Swapan Deep & Chakraborty, Anirban, 2021. "Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 122(C), pages 60-74.
    20. Pacheco, Natália Araújo & Becker, Larissa Carine Braz & Brei, Vinícius Andrade, 2017. "A light in the dark: The benefits of co-production in service failures," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 95-101.

    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:joreco:v:19:y:2012:i:2:p:211-217. 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.

    If CitEc recognized a bibliographic 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.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    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.