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

Author

Listed:
  • Rodolfo Vázquez-Casielles
  • Ana del Río-Lanza

    ()

  • Ana Díaz-Martín

Abstract

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Suggested Citation

  • Rodolfo Vázquez-Casielles & Ana del Río-Lanza & Ana Díaz-Martín, 2007. "Quality of past performance: Impact on consumers’ responses to service failure," Marketing Letters, Springer, vol. 18(4), pages 249-264, December.
  • Handle: RePEc:kap:mktlet:v:18:y:2007:i:4:p:249-264
    DOI: 10.1007/s11002-007-9018-x
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    References listed on IDEAS

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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. Folkes, Valerie S, 1984. " Consumer Reactions to Product Failure: An Attributional Approach," Journal of Consumer Research, Oxford University Press, vol. 10(4), pages 398-409, March.
    3. Tsiros, Michael & Mittal, Vikas, 2000. " Regret: A Model of Its Antecedents and Consequences in Consumer Decision Making," Journal of Consumer Research, Oxford University Press, vol. 26(4), pages 401-417, March.
    4. 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.
    5. 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.
    6. 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.
    Full references (including those not matched with items on IDEAS)

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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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