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Consumer Reactions to Product Failure: An Attributional Approach

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Cited by:

  1. Haithem Zourrig & Jean-Charles Chebat & Roy Toffoli & Alexandra Medina-Borja, 2014. "Customers’ coping with interpersonal conflicts in intra and inter-cultural service encounters," AMS Review, Springer;Academy of Marketing Science, vol. 4(1), pages 21-31, June.
  2. Sakib, S M Nazmuz, 2023. "Application of Attribution Theory in Business and Economics: A Bibliometric Analysis," OSF Preprints as3bg, Center for Open Science.
  3. 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.
  4. W. Sabadie & I. Prim-Allaz & S. Llosa, 2006. "Contribution des elements de gestion des reclamations a la satisfaction: les apports de la theorie de la justice," Post-Print hal-01822842, HAL.
  5. Srivastava, Vatsalya, 2017. "The Sorry Clause (revision of CentER DP 2016-008)," Discussion Paper 2017-002, Tilburg University, Center for Economic Research.
  6. McQuilken, Lisa, 2010. "The influence of failure severity and employee effort on service recovery in a service guarantee context," Australasian marketing journal, Elsevier, vol. 18(4), pages 214-221.
  7. Zhou, Yuanyuan & Tsang, Alex S.L. & Huang, Minxue & Zhou, Nan, 2014. "Does delaying service-failure resolution ever make sense?," Journal of Business Research, Elsevier, vol. 67(2), pages 159-166.
  8. Bechwati, Nada Nasr & Sisodia, Rajendra S. & Sheth, Jagdish N., 2009. "Developing a model of antecedents to consumers' perceptions and evaluations of price unfairness," Journal of Business Research, Elsevier, vol. 62(8), pages 761-767, August.
  9. Zourrig, Haithem & Chebat, Jean-Charles & Toffoli, Roy, 2015. "“In-group love and out-group hate?” A cross cultural study on customers' revenge, avoidance and forgiveness behaviors," Journal of Business Research, Elsevier, vol. 68(3), pages 487-499.
  10. Douglas Bryson & Glyn Atwal & Peter Hultén & Klaus Heine, 2021. "Antecedents of Luxury Brand Hate : A Quantitative Study," Post-Print hal-03188197, HAL.
  11. T. Ravichandran & Chaoqun Deng, 2023. "Effects of Managerial Response to Negative Reviews on Future Review Valence and Complaints," Information Systems Research, INFORMS, vol. 34(1), pages 319-341, March.
  12. Gayle, Philip G. & Yimga, Jules O., 2018. "How much do consumers really value air travel on-time performance, and to what extent are airlines motivated to improve their on-time performance?," Economics of Transportation, Elsevier, vol. 14(C), pages 31-41.
  13. Hsiu-Hui Chang & Wenchang Fang, 2011. "The effects of shopping value on retail outcomes: a comparison between department stores and hypermarkets," The Service Industries Journal, Taylor & Francis Journals, vol. 32(14), pages 2249-2263, April.
  14. 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.
  15. Elisa Monnot & Fanny Reniou & Béatrice Parguel & Leila Elgaaied-Gambier, 2019. "“Thinking Outside the Packaging Box”: Should Brands Consider Store Shelf Context When Eliminating Overpackaging?," Journal of Business Ethics, Springer, vol. 154(2), pages 355-370, January.
  16. Park, Joohyung & Ha, Sejin, 2016. "Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 310-316.
  17. Srivastava, Vatsalya, 2016. "The Sorry Clause," Other publications TiSEM 51d65f16-812c-4fbd-9cd2-f, Tilburg University, School of Economics and Management.
  18. repec:dau:papers:123456789/1607 is not listed on IDEAS
  19. Wiegerinck, V.J.J., 2006. "Consumer trust and food safety. : An attributional approach to food safety incidents and channel response," Other publications TiSEM 6853c430-a9ce-434f-8d45-b, Tilburg University, School of Economics and Management.
  20. Lars Meyer-Waarden & William Sabadie, 2012. "Quelles dimensions de la théorie de la justice privilégier pour satisfaire les réclamants : le rôle de la qualité de la relation?," Post-Print halshs-00685291, HAL.
  21. Béatrice Parguel & Florence Benoît-Moreau, 2008. "Le rôle de la congruence entre l'enseigne et son engagement dans la construction du capital-marque par la communication sociétale : une approche par la théorie de l'attribution," Post-Print halshs-00271742, HAL.
  22. Mansur Khamitov & Yany Grégoire & Anshu Suri, 2020. "A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 519-542, May.
  23. Derbaix, Christian & Vanhamme, Joelle, 2003. "Inducing word-of-mouth by eliciting surprise - a pilot investigation," Journal of Economic Psychology, Elsevier, vol. 24(1), pages 99-116, February.
  24. Mark Ojeme & Ogechi Adeola, 2023. "The relationship between business and bank: the role of perceived injustice in complaint behaviour," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 396-409, June.
  25. 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.
  26. Waßmann, Jan, 2011. "Corporate Social Responsibility in der Marketing- und Markenforschung: Ein systematischer Überblick zum aktuellen Stand der empirischen Forschung," Research Papers on Marketing Strategy 5/2011, Julius-Maximilians-Universität Würzburg, Lehrstuhl für BWL und Marketing.
  27. Raju, Sekar & Rajagopal, Priyali & Murdock, Mitchel R., 2021. "The moderating effects of prior trust on consumer responses to firm failures," Journal of Business Research, Elsevier, vol. 122(C), pages 24-37.
  28. Lucrezia Maria Cosmo & Luigi Piper & Antonio Mileti & Gianluigi Guido, 2023. "The influence of negative travel-related experience on tourist’s brand loyalty," Italian Journal of Marketing, Springer, vol. 2023(3), pages 351-368, September.
  29. Rana Essam Shazly & Abeer A. Mahrous, 2020. "Capture the hearts to win the minds: cause-related marketing in Egypt," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 17(3), pages 255-276, September.
  30. Wallbach, Sören, 2020. "Assimilation and Diffusion of Multi-Sided Platforms in Dynamic B2B Networks: Inhibiting Factors and Their Consequences," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 123277, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
  31. 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.
  32. Béatrice Parguel & Florence Benoît-Moreau & Fabrice Larceneux, 2011. "How Sustainability Ratings Might Deter ‘Greenwashing’: A Closer Look at Ethical Corporate Communication," Journal of Business Ethics, Springer, vol. 102(1), pages 15-28, August.
  33. 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).
  34. Huber, Frank & Vollhardt, Kai & Matthes, Isabel & Vogel, Johannes, 2010. "Brand misconduct: Consequences on consumer-brand relationships," Journal of Business Research, Elsevier, vol. 63(11), pages 1113-1120, November.
  35. Lopes, Evandro Luiz & da Silva, Marcos Antonio, 2015. "The effect of justice in the history of loyalty: A study in failure recovery in the retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 110-120.
  36. 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.
  37. He, Hongwei & Kim, Sumin & Gustafsson, Anders, 2021. "What can we learn from #StopHateForProfit boycott regarding corporate social irresponsibility and corporate social responsibility?," Journal of Business Research, Elsevier, vol. 131(C), pages 217-226.
  38. Marta Pizzetti & Lucia Gatti & Peter Seele, 2021. "Firms Talk, Suppliers Walk: Analyzing the Locus of Greenwashing in the Blame Game and Introducing ‘Vicarious Greenwashing’," Journal of Business Ethics, Springer, vol. 170(1), pages 21-38, April.
  39. Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
  40. Jani Merikivi & Antti Salovaara & Matti Mäntymäki & Lilong Zhang, 2018. "On the way to understanding binge watching behavior: the over-estimated role of involvement," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(1), pages 111-122, February.
  41. Mohr, Lois A. & Bitner, Mary Jo, 1995. "The role of employee effort in satisfaction with service transactions," Journal of Business Research, Elsevier, vol. 32(3), pages 239-252, March.
  42. Samson, Alain & Voyer, Benjamin G., 2014. "Emergency purchasing situations: Implications for consumer decision-making," Journal of Economic Psychology, Elsevier, vol. 44(C), pages 21-33.
  43. Bambauer-Sachse, Silke & Rabeson, Landisoa, 2015. "Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 117-127.
  44. Li Qinwei, 2023. "Examining the Relationship between Service Remedy and Customer Satisfaction: A Study of Hainan Province Real Estate Enterprises," International Journal of Science and Business, IJSAB International, vol. 24(1), pages 16-28.
  45. Mateus Nagel & Cristiane Pizzutti dos Santos, 2017. "The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail," Brazilian Business Review, Fucape Business School, vol. 14(5), pages 510-527, September.
  46. Mookherjee, Satadruta & Lee, Jennifer J. & Sung, Billy, 2021. "Multichannel presence, boon or curse?: A comparison in price, loyalty, regret, and disappointment," Journal of Business Research, Elsevier, vol. 132(C), pages 429-440.
  47. Joireman, Jeff & Grégoire, Yany & Devezer, Berna & Tripp, Thomas M., 2013. "When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation," Journal of Retailing, Elsevier, vol. 89(3), pages 315-337.
  48. 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.
  49. Lee, Michael S.W. & Motion, Judith & Conroy, Denise, 2009. "Anti-consumption and brand avoidance," Journal of Business Research, Elsevier, vol. 62(2), pages 169-180, February.
  50. Mohamed Arfan Taha Alamrawy & Thowayeb H. Hassan & Mahmoud I. Saleh & Mostafa A. Abdelmoaty & Amany E. Salem & Hassan Marzok Elsayed Mahmoud & Ahmed H. Abdou & Mohamed Y. Helal & Amira Hassan Abdellmo, 2023. "Tourist Attribution toward Destination Brands: What Do We Know? What We Do Not Know? Where Should We Be Heading?," Sustainability, MDPI, vol. 15(5), pages 1-19, March.
  51. Srivastava, Vatsalya, 2017. "The Sorry Clause (revision of CentER DP 2016-008)," Other publications TiSEM 252e9410-4c9f-4a40-9ab7-a, Tilburg University, School of Economics and Management.
  52. Young K. Ro & Hung-Chung Su & Yi-Su Chen, 2016. "A Tale of Two Perspectives on an Impending Supply Disruption," Journal of Supply Chain Management, Institute for Supply Management, vol. 52(1), pages 3-20, January.
  53. Mark Heitmann & Andreas Herrmann, 2007. "Die Zufriedenheit mit dem Entscheidungsprozess als Determinante der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 59(5), pages 530-566, August.
  54. Voorhees, Clay M. & Fombelle, Paul W. & Gregoire, Yany & Bone, Sterling & Gustafsson, Anders & Sousa, Rui & Walkowiak, Travis, 2017. "Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens," Journal of Business Research, Elsevier, vol. 79(C), pages 269-280.
  55. Carolyn Bonifield & Catherine Cole, 2007. "Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses," Marketing Letters, Springer, vol. 18(1), pages 85-99, June.
  56. Kim, Junyong & Wansink, Brian, 2012. "How Retailers’ Recommendation and Return Policies Alter Product Evaluations," Journal of Retailing, Elsevier, vol. 88(4), pages 528-541.
  57. Stephen P. Smith & Robert B. Johnston & Steve Howard, 2011. "Putting Yourself in the Picture: An Evaluation of Virtual Model Technology as an Online Shopping Tool," Information Systems Research, INFORMS, vol. 22(3), pages 640-659, September.
  58. repec:dau:papers:123456789/4687 is not listed on IDEAS
  59. Srivastava, Vatsalya, 2016. "The Sorry Clause," Discussion Paper 2016-004, Tilburg University, Tilburg Law and Economic Center.
  60. Myung Ko & Kweku-Muata & Carlos Dorantesa, 2008. "Planning Technology Investments For High Payoffs: A Rational Expectations Approach To Gauging Potential And Realized Value In A Changing Environment," Working Papers 0040, College of Business, University of Texas at San Antonio.
  61. Min, Jihye & Kim, Jiyoung & Yang, Kiseol, 2023. "CSR attributions and the moderating effect of perceived CSR fit on consumer trust, identification, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  62. Rana Essam Shazly & Abeer A. Mahrous, 0. "Capture the hearts to win the minds: cause-related marketing in Egypt," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 0, pages 1-22.
  63. Pornpitakpan, Chanthika & Han, Jie Hui, 2013. "The effect of culture and salespersons’ retail service quality on impulse buying," Australasian marketing journal, Elsevier, vol. 21(2), pages 85-93.
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