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Service failure, time pressure, and conscientiousness of service providers: the dual processing model perspective

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  • Ching-I Teng
  • Angela Chen
  • Hao-Yuan Chang
  • Ching-Wen Fu

Abstract

Service providers often work under serious time constraints that increase the likelihood of service failure. This study uses a dual processing model to investigate how time pressure and the conscientiousness of service providers interact to influence service failure. This study hypothesizes that time pressure is positively related to service failure for health service providers with low levels of conscientiousness, but not for those with high levels of conscientiousness. A cross-sectional design and paper-based questionnaires were used. The study hypotheses were then analyzed using regression analyses. The results of this study supported the hypotheses. Moreover, the empirical findings support the dual processing model. Copyright Springer-Verlag Berlin Heidelberg 2014

Suggested Citation

  • Ching-I Teng & Angela Chen & Hao-Yuan Chang & Ching-Wen Fu, 2014. "Service failure, time pressure, and conscientiousness of service providers: the dual processing model perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 8(4), pages 659-677, December.
    • Handle: RePEc:spr:svcbiz:v:8:y:2014:i:4:p:659-677
    DOI: 10.1007/s11628-013-0212-z
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    References listed on IDEAS

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    1. Webster, Cynthia & Sundaram, D. S., 1998. "Service consumption criticality in failure recovery," Journal of Business Research, Elsevier, vol. 41(2), pages 153-159, February.
    2. Suri, Rajneesh & Monroe, Kent B, 2003. "The Effects of Time Constraints on Consumers' Judgments of Prices and Products," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(1), pages 92-104, June.
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    Cited by:

    1. Chen-Ya Wang & Priyanko Guchait & Cheng-Hsin Chiang & Wan-Ting Weng, 2017. "When customers want to become frontline employees: an exploratory study of decision factors and motivation types," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 871-900, December.
    2. 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.
    3. Jafarzadeh, Hamed & Tafti, Mahdi & Intezari, Ali & Sohrabi, Babak, 2021. "All's well that ends well: Effective recovery from failures during the delivery phase of e-retailing process," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    4. Jesús Cambra-Fierro & Iguácel Melero-Polo & F. Javier Sese, 2016. "Can complaint-handling efforts promote customer engagement?," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 847-866, December.

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