When will customers care about service failures that happened to strangers? The role of personal similarity and regulatory focus and its implication on service evaluation

Wan, Lisa C.; Chan, Elisa K.; Su, Lei

doi:10.1016/j.ijhm.2010.07.004

Cited by 57 publications

(48 citation statements)

References 42 publications

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“…Finally, previous research has typically focused on consumers’ reactions to a service failure that they personally experience (e.g., Bitner, ; Tax, Brown, & Chandrashekaran, ; Wan, ; Wan et al., ). The evidence that people's emotions affect their interpretation of the service failures that others encounter, and that this interpretation affects their own likelihood of patronizing the service provider, could have practical implications.…”

Section: Discussionmentioning

confidence: 99%

“…If they attribute the failure to the service provider, however, they may decrease their intention to use the service again. Prior research has confirmed that attributions of blame to a service provider will decrease observers’ likelihood of patronizing the provider in the future (Wan, Chan, & Su, ). If this is so, and if incidental anger is associated with appraisals of individual control, it should decrease observers’ likelihood of patronizing the provider.…”

Section: Theoretical Backgroundmentioning

confidence: 96%

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The contrasting influences of incidental anger and fear on responses to a service failure

Wan

Wyer

2018

Psychology and Marketing

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Customers’ disposition to register a formal complaint about an inferior product or poor service is often mediated by attributions of responsibility. However, the anger or fear that people happen to be experiencing for totally irrelevant reasons can also influence this disposition. Two field studies and four laboratory experiments indicate that when people feel angry at the time they encounter a service failure, they are more likely to blame the service provider for the failure and more likely to register a complaint. When they experience fear, however, they are uncertain about the cause of their misfortune and decrease their negative reactions relative to conditions in which fear is not experienced. The effects of these incidental emotions are evident both when a service failure is personally experienced and when it is only observed. These effects are eliminated, however, when individuals do not have the cognitive resources available to assess the reasons for the service failure and the conditions surrounding it.

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Section: Discussionmentioning

confidence: 99%

Section: Theoretical Backgroundmentioning

confidence: 96%

The contrasting influences of incidental anger and fear on responses to a service failure

Wan

Wyer

2018

Psychology and Marketing

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“…3. A recent study by Wan et al (2011) provides a good example of mediated-moderation by illustrating that the interaction effect of personal similarity and regulatory focus on perceived service quality was fully mediated by an interaction effect of personal similarity and attribution. In sum, for mediated-moderation, there is overall moderation, produced by the mediating process, and when this process is controlled, the residual moderation effect is reduced.…”

Section: Mediated-moderationmentioning

confidence: 98%

Moderator and mediator effects in hospitality research

2012

International Journal of Hospitality Management

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“…Once service failure is beyond a customer's psychological tolerance, psychological contract violation is generated. The formation of psychological contract is based on mutual trusts [5], Reflecting dynamic psychological balance between an organization and staff [6]. Psychological contract violation refers to the situation that staff fails to understand or perceive some obligations in a psychological contract.…”

Section: Research Model Buildingmentioning

confidence: 99%

Service Failure, Psychological Contract Violation and Formation of Customer Relationship Crisis—An Empirical Research of the OCT Theme Park

Qian¹,

Wu²

2018

JSSM

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An increasing amount of tourism enterprises are regarding customer relation crisis management as the core content of customer relationship management, while customer psychological contract during a serving course is the foundation of customer relationship management. According to analysis of relevant literatures, product defect and service failure are fundamental factors inducing customer relationship crisis in a tourism enterprise. Upon the basis, the paper presented that psychological contract violation was a promoting factor deepening customer relationship crisis, and raised relevant hypotheses. A structural equation model was utilized to test the action effect of psychological contract violation on customer relationship crisis. The research indicates that, after occurrence of product defect or service failure, psychological contract violation in a customer aggravates customer relationship crisis. Therefore, a tourism enterprise shall boost emotional relations with a customer during a serving course, enhance customer's trust, and establish a favorable psychological contract to resolve customer relationship crisis.

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When will customers care about service failures that happened to strangers? The role of personal similarity and regulatory focus and its implication on service evaluation

Cited by 57 publications

References 42 publications

The contrasting influences of incidental anger and fear on responses to a service failure

The contrasting influences of incidental anger and fear on responses to a service failure

Moderator and mediator effects in hospitality research

Service Failure, Psychological Contract Violation and Formation of Customer Relationship Crisis—An Empirical Research of the OCT Theme Park

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