Add to ORKGThe purpose of this research is to explore the impact of service failure controllability on consumer purchase behavior and to clarify the moderating role of relationship strength. Our conceptual model posits that high levels of firm controllability are associated with negative customer reactions. In addition, we examine two opposing hypotheses discussed in literature: the love becomes hate and the love is blind effect. We base our analysis on an extensive data set provided by a leading European online retailer that includes more than 14,000 complaints and 165,000 orders. Our research emphasizes the relevance of attribution theory in the context of actual consumer behavior and confirms that high levels of firm controllability are associa...
This article investigates the processes through which relationship quality influences attributional,...
Recent studies have examined the consequences of brand credibility, with the majority of works embed...
Purpose Previous research considers service recovery as a one-on-one interaction between a service p...
When they experience service failures, customers look for causes. They seek to understand whether th...
When they experience service failures, customers look for causes. They seek to understand whether th...
[[abstract]]Customer complaints from the service failure play the important role in marketing scienc...
This article investigates the processes through which relationship quality influences attributional,...
This dissertation examines the effects of firm-initiated service recovery actions on customer behavi...
Research on service failure has neglected the temporal dimension of consumer-perceived control (i.e....
Consumers who have a strong relationship with a service provider or retailer represent a major sourc...
In this paper we examine the different coping mechanisms used by customers when they confront servic...
Managing consumer complaints is essential in the competitive business environment. Various personal ...
Many companies consider investments in complaint handling as means of increasing customer commitment...
Research in consumer psychology shows that customers seek reasons for service failures and that attr...
After a service failure, consumers make appraisals or assessments about the characteristics of this ...
This article investigates the processes through which relationship quality influences attributional,...
Recent studies have examined the consequences of brand credibility, with the majority of works embed...
Purpose Previous research considers service recovery as a one-on-one interaction between a service p...
When they experience service failures, customers look for causes. They seek to understand whether th...
When they experience service failures, customers look for causes. They seek to understand whether th...
[[abstract]]Customer complaints from the service failure play the important role in marketing scienc...
This article investigates the processes through which relationship quality influences attributional,...
This dissertation examines the effects of firm-initiated service recovery actions on customer behavi...
Research on service failure has neglected the temporal dimension of consumer-perceived control (i.e....
Consumers who have a strong relationship with a service provider or retailer represent a major sourc...
In this paper we examine the different coping mechanisms used by customers when they confront servic...
Managing consumer complaints is essential in the competitive business environment. Various personal ...
Many companies consider investments in complaint handling as means of increasing customer commitment...
Research in consumer psychology shows that customers seek reasons for service failures and that attr...
After a service failure, consumers make appraisals or assessments about the characteristics of this ...
This article investigates the processes through which relationship quality influences attributional,...
Recent studies have examined the consequences of brand credibility, with the majority of works embed...
Purpose Previous research considers service recovery as a one-on-one interaction between a service p...