IDEAS home Printed from https://ideas.repec.org/a/spr/svcbiz/v12y2018i2d10.1007_s11628-017-0349-2.html
   My bibliography  Save this article

How to explain service failure? Impacts of justifications

Author

Listed:
  • WeiWei Chen

    (Kun Shan University)

  • Hsiao-Ching Lee

    (National Kaohsiung University of Applied Sciences)

Abstract

This study examines how justifications that are offered by service providers affect the impacts of inferred motives and negative emotions on perceived fairness after service failure. Some researchers have indicated that justifications enhance perceived fairness, whereas others argue that they decrease the post-recovery satisfaction. After analyzing 270 responses, this study found that justifications mitigate the negative effects of inferences regarding service providers’ motives on perceived fairness, while they amplify the effects of negative emotions. Furthermore, when the affective relationship strength between service providers and consumers is greater, justifications effectively minimize the negative consequences of inferred motives and negative emotions.

Suggested Citation

  • WeiWei Chen & Hsiao-Ching Lee, 2018. "How to explain service failure? Impacts of justifications," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 331-356, June.
    • Handle: RePEc:spr:svcbiz:v:12:y:2018:i:2:d:10.1007_s11628-017-0349-2
    DOI: 10.1007/s11628-017-0349-2
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11628-017-0349-2
    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/s11628-017-0349-2?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. S. R. Searle & Jon G. Udell, 1970. "The Use of Regression on Dummy Variables in Management Research," Management Science, INFORMS, vol. 16(6), pages 397-409, February.
    2. Karen Niven & Colm Healy, 2016. "Susceptibility to the ‘Dark Side’ of Goal-Setting: Does Moral Justification Influence the Effect of Goals on Unethical Behavior?," Journal of Business Ethics, Springer, vol. 137(1), pages 115-127, August.
    3. Bolton, Lisa E & Warlop, Luk & Alba, Joseph W, 2003. "Consumer Perceptions of Price (Un)Fairness," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 29(4), pages 474-491, March.
    4. Daniel Kahneman & Amos Tversky, 2013. "Prospect Theory: An Analysis of Decision Under Risk," World Scientific Book Chapters, in: Leonard C MacLean & William T Ziemba (ed.), HANDBOOK OF THE FUNDAMENTALS OF FINANCIAL DECISION MAKING Part I, chapter 6, pages 99-127, World Scientific Publishing Co. Pte. Ltd..
    5. Hubert Chan & E. Ngai, 2010. "What Makes Customers Discontent with Service Providers? An Empirical Analysis of Complaint Handling in Information and Communication Technology Services," Journal of Business Ethics, Springer, vol. 91(1), pages 73-110, February.
    6. Sea-Jin Chang & Arjen van Witteloostuijn & Lorraine Eden, 2010. "From the Editors: Common method variance in international business research," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 41(2), pages 178-184, February.
    7. Campbell, Colin L. & Heinrich, Daniel & Schoenmüller, Verena, 2015. "Consumers' reaction to fair trade motivated price increases," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 79-84.
    8. Shiv, Baba & Fedorikhin, Alexander, 1999. "Heart and Mind in Conflict: The Interplay of Affect and Cognition in Consumer Decision Making," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 26(3), pages 278-292, December.
    9. Jesús Cambra-Fierro & Iguácel Melero-Polo & Javier Sese, 2015. "Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 297-320, June.
    10. Alev Kocak Alan & Ebru Tumer Kabadayi & Cengiz Yilmaz, 2016. "Cognitive and affective constituents of the consumption experience in retail service settings: effects on store loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 715-735, December.
    11. M. Balaji, 2015. "Investing in customer loyalty: the moderating role of relational characteristics," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 17-40, March.
    12. 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.
    13. Heejung Ro, 2014. "Complaint, patience, and neglect: responses to a dissatisfying service experience," Service Business, Springer;Pan-Pacific Business Association, vol. 8(2), pages 197-216, June.
    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. Gidaković, Petar & Čater, Barbara, 2021. "Perceived justice and service recovery satisfaction in a post-transition economy," Journal of East European Management Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 26(1), pages 10-43.
    2. Zsofia Kenesei & Zsofia Bali, 2020. "Overcompensation as a service recovery strategy: the financial aspect of customers’ extra effort," Service Business, Springer;Pan-Pacific Business Association, vol. 14(2), pages 187-216, June.

    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. Oznur Ozkan Tektas, 2017. "Perceived justice and post-recovery satisfaction in banking service failures: Do commitment types matter?," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 851-870, December.
    2. Gidaković, Petar & Čater, Barbara, 2021. "Perceived justice and service recovery satisfaction in a post-transition economy," Journal of East European Management Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 26(1), pages 10-43.
    3. Malc, Domen & Mumel, Damijan & Pisnik, Aleksandra, 2016. "Exploring price fairness perceptions and their influence on consumer behavior," Journal of Business Research, Elsevier, vol. 69(9), pages 3693-3697.
    4. Thomas Robbert & Stefan Roth, 2018. "The importance of transparency signals in à la carte pricing," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 17(1), pages 32-40, February.
    5. Kanupriya Katyal & Vinay Kanetkar & Sanjay Patro, 2019. "What is a fair fare? Exploring the differences between perceived price fairness and perceived price unfairness," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 18(2), pages 133-146, April.
    6. Klaus Wälde, 2015. "Stress and Coping - An Economic Approach," LIDAM Discussion Papers IRES 2015018, Université catholique de Louvain, Institut de Recherches Economiques et Sociales (IRES).
    7. Hilke Plassmann & Peter Kenning & Michael Deppe & Harald Kugel & Wolfram Schwindt, 2005. "Neural correlates of the affect heuristic during brand choice," Experimental 0509004, University Library of Munich, Germany.
    8. Jang, Seongsoo & Chung, Jaihak, 2021. "What drives add-on sales in mobile games? The role of inter-price relationship and product popularity," Journal of Business Research, Elsevier, vol. 124(C), pages 59-68.
    9. Fudenberg, Drew & Levine, David K. & Maniadis, Zacharias, 2014. "An approximate dual-self model and paradoxes of choice under risk," Journal of Economic Psychology, Elsevier, vol. 41(C), pages 55-67.
    10. Daniel J. Benjamin & Sebastian A. Brown & Jesse M. Shapiro, 2013. "Who Is ‘Behavioral’? Cognitive Ability And Anomalous Preferences," Journal of the European Economic Association, European Economic Association, vol. 11(6), pages 1231-1255, December.
    11. Viglia, Giampaolo & Abrate, Graziano, 2014. "How social comparison influences reference price formation in a service context," Journal of Economic Psychology, Elsevier, vol. 45(C), pages 168-180.
    12. Yonatan Shertzer & Yael Brender-Ilan, 2023. "Why Do Leaders Escalate Their Commitment to a Failed Course of Action? A Moderated-Mediation Personality Traits Model," SAGE Open, , vol. 13(1), pages 21582440231, February.
    13. Thomas Dohmen & Armin Falk & David Huffman & Uwe Sunde, 2010. "Are Risk Aversion and Impatience Related to Cognitive Ability?," American Economic Review, American Economic Association, vol. 100(3), pages 1238-1260, June.
    14. Dehlen, Tobias & Zellweger, Thomas & Kammerlander, Nadine & Halter, Frank, 2014. "The role of information asymmetry in the choice of entrepreneurial exit routes," Journal of Business Venturing, Elsevier, vol. 29(2), pages 193-209.
    15. Sahut, Jean-Michel & Hikkerova, Lubica & Pupion, Pierre-Charles, 2016. "Perceived unfairness of prices resulting from yield management practices in hotels," Journal of Business Research, Elsevier, vol. 69(11), pages 4901-4906.
    16. Peggy J. Liu & Kelly L. Haws & Cait Lamberton & Troy H. Campbell & Gavan J. Fitzsimons, 2015. "Vice-Virtue Bundles," Management Science, INFORMS, vol. 61(1), pages 204-228, January.
    17. Gerard George & Reddi Kotha & Priti Parikh & Tufool Alnuaimi & Abubakr S. Bahaj, 2016. "Social structure, reasonable gain, and entrepreneurship in Africa," Strategic Management Journal, Wiley Blackwell, vol. 37(6), pages 1118-1131, June.
    18. Leonhard K. Lades, 2012. "Impulsive Consumption and Reflexive Thought: Nudging Ethical Consumer Behavior," Papers on Economics and Evolution 2012-03, Philipps University Marburg, Department of Geography.
    19. Mogilner, Cassie & Aaker, Jennifer L. & Pennington, Ginger L., 2007. "Time Will Tell: The Distant Appeal of Promotion and Imminent Appeal of Prevention," Research Papers 1914, Stanford University, Graduate School of Business.
    20. Mathies, Christine & Gudergan, Siegfried P., 2011. "The role of fairness in modelling customer choice," Australasian marketing journal, Elsevier, vol. 19(1), pages 22-29.

    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:12:y:2018:i:2:d:10.1007_s11628-017-0349-2. 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: 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.