Abstract:Purpose: This research investigated consumers’ reactions to service failures, based on Weiner’s attribution theory, by simulating two situations: a teacher that is late to class and a delay in a course registration service.Method: Students at an educational service (n = 388) responded to four versions of scenarios, combining external and internal causes with teacher delay and enrollment problems.Findings: Factor analyzes inductively reflected the theoretical organization of the model: Negative Behavior, Positi… Show more
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