The impact of service failure on brand credibility

Bougoure, Ursula; Russell‐Bennett, Rebekah; Fazal‐e‐Hasan, Syed Muhammad; Mortimer, Gary

doi:10.1016/j.jretconser.2016.03.006

Cited by 60 publications

(57 citation statements)

References 82 publications

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“…In a contrary fashion, the mappings to active failure categories with both Personnel (H2) and Procedure (P1) latent failures rather spread out. These particular mapping patterns with Personnel and Procedure latent failures actually suggest their significance in service quality innovation, which may be beneficial in applying the research suggestions by Bougoure et al (2016) and Lopes & da Silva (2015).…”

Section: Active-latent Mappingmentioning

confidence: 80%

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Active and Latent Failures in Customer Services and Opportunities for Quality Innovation for Convenience Stores

Chen

2017

Int J Innov Educ Res

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Due to the characteristics of customer participation and heterogeneity in service operations, the demands and contents of service tasks are usually with great diversity. Therefore it is usually preferred to conduct failure analysis, instead of the rigidly structured questionnaire, for the purpose of assessment and innovation in service quality. Furthermore, rather than conducting the survey to customers directly that seems to comply with the concept of customer orientation, it possesses great advantages in expertise and insights in failure analysis through service personnel surveys. In this study, service failure cases were collected using the Critical Incident Technique through the interviews to the service personnel from various chain convenience stores in Taiwan. These service failure incidents were then analyzed using the active-latent framework proposed in this study. Both active failures and latent failures from these collected incidents are categorized in hierarchical structures. These two failure categorizations were further mapped for providing empirical bases to the opportunities of quality innovation in system design and personnel training/education for this particular service domain. The interpretations and implications of the resulted failure patterns are also discussed.

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Section: Active-latent Mappingmentioning

confidence: 80%

“…With the impact of service failure, Bougoure et al (2016) showed that a service firm's effective complaint handling positively impacts satisfaction with complaining, overall satisfaction, and service brand credibility.…”

Section: Quality Innovation In Retail Servicesmentioning

confidence: 99%

Active and Latent Failures in Customer Services and Opportunities for Quality Innovation for Convenience Stores

Chen

2017

Int J Innov Educ Res

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“…Moreover, brand credibility is not only trying to attract users but also the need to continue responding to the problems that may arise, avoiding losing the credibility from current customers (Bougoure et al, 2016). On the other hand, as Sobel (1985) suggests, if we want credibility, which can be perceived by users and have a significant impact, this must precede the actions that are carried out as a company.…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

The importance of the services brand in predicting loyalty and word of mouth

Alguacil

Núñez-Pomar

Valantinė

et al. 2018

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This research is related to brand perception and its implications for the management of services, especially for hedonic services. The aim of this study is to analyse the influence of perceived brand quality on credibility and attitudes towards this perceived quality from the point of view of users, as well as whether that relationship could trigger increased loyalty and recommendations. The survey was conducted with users of a public sports service located in Valencia, Spain, and the analysis of the data and the creation of the structural model was carried out using structural equation modeling (SEM). Its results have confirmed the influence of perceived quality on credibility but not on attitudes. On the other hand, the effects of credibility and attitudes on loyalty have been significant because of the influence of credibility on recommendations and attitudes. Conversely, attitudes have not had a direct influence on the word of mouth (WOM). This type of study, represent a novel contribution, because the studies of brand perception in sports services are practically non-existent, especially in the case of public sports services. In addition, the fact of using this type of methodology is in line with the most current works. Therefore, it supposes to contribute relevant information to the bibliography of this topic, and at the same time, it provides valuable information for managers, because if they have more information about how the variables are related and to what extent they do it, they will have more and better tools to be able to manage sports services more effectively and with less expenditure of resources, being able to plan more precisely the actions that they consider appropriate.

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“…Without it, it does not matter the actions or the investment made because if users do not believe what is being proposed to them, they will clearly not generate positive attitudes towards the brand, and consequently, they will not buy it. Despite this, brand credibility studies have been largely focused on the study of tangible goods rather than services (Bougoure, Russell-Bennett, Fazal-E-Hasan, & Mortimer, 2016). Based on the classic definitions of the concept, we see how Herbig and Milewicz (1995) establish that credibility is related to the commitments and promises that a company establishes; a company is credible when users can predict what the company will do in a given situation based on the actions it CRESPO-HERVAS, J., ALGUACIL, M., NÚÑEZ-POMAR, J.…”

Section: Introductionmentioning

confidence: 99%

Untitled

2018

JPES

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This research aims to analyse the brand perceptions of users a sports service and to subsequently carry out a comparison of the results based on gender. We aim to determine what perceptions men and women have of the different variables related to the brand perception of a sports service, what their preferences are when choosing a brand and what aspects are the most important in that election. In addition, we aim to identify which aspects are perceived to be significantly different depending on gender and which of those aspects are those that significantly predict loyalty and future purchase intentions for both genders. Mean comparisons will be carried out using T tests for independent samples and linear regression analysis to obtain the predictive information of the aforementioned variables. This information will allow us to better understand the behaviour of consumers of sports services based on their gender, which can provide valuable information to managers to guide their marketing actions in one way or another, depending on whether the target audience for such actions includes the male or female users of your service.

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The impact of service failure on brand credibility

Cited by 60 publications

References 82 publications

Active and Latent Failures in Customer Services and Opportunities for Quality Innovation for Convenience Stores

Active and Latent Failures in Customer Services and Opportunities for Quality Innovation for Convenience Stores

The importance of the services brand in predicting loyalty and word of mouth

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