The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions

This study explores the effects of stability and controllability, two dimensions of causal attribution, on airline travelers’ negative behavioral intentions, namely switching and negative word-of-mouth (WOM) intentions, through their negative emotions. Data were collected through a survey of airline travelers who experienced a service failure in the past year. Results indicate that both causal attribution dimensions affect negative behavioral intentions. The results also confirmed the moderating role of negative emotions in the stability/controllability and switching intention relationship as well as stability and negative WOM relationship. Managerial implications of these findings are briefly discussed.     

Service Failure,Tipping Behavior,and the Effect of Service Industry Experience

The relationship between tipping and the service provided is not always linear. Factors such as demographic profile of the consumer, industry norms, and social norms affect the amount of tip. Results from the current study reveal that tipping varies when service failure occurs due to servers’ fault or organizational failure. Consumers with prior professional experience in the restaurant industry can distinguish between causes of failure, and tip accordingly. Consumers with prior professional restaurant experience were found to tip significantly more than those consumers that do not have prior hospitality experience. Tip rates for service failure due to organization failure tend to be higher compared with the service failure due to servers’ mistakes indicating that consumers do not penalize a server when the organization has caused the service failure.     

服务失败后自我建构与质量预期对满意和口碑的影响

当顾客遭遇由个别雇员引发的服务失败时,顾客会产生怎样的心理反应?文章基于服务失败情境探讨了顾客的自我建构倾向与服务质量预期对满意度与负面口碑传播的影响。研究运用实验法模拟(餐厅)服务情境,结果发现,当服务失败源于个别雇员的不当行为时,如果顾客对企业的服务持有相对负面的质量预期,那么自我建构类型为互依型的顾客(vs.独立型自我建构)更倾向于认为企业对雇员的服务质量具有可控性,会对企业更不满意;但在负面口碑传播上,独立型自我建构的顾客却反而更有可能通过口碑传播服务失败经历(vs.互依型自我建构)。文章在此基础上主要讨论了自我建构对服务失败研究以及企业实践的启示,并指出未来可进一步研究的内容。     

The Moderating Role of Severity of Service Failure in the Relationship among Regret/Disappointment,Dissatisfaction, and Behavioral Intention

This study examines the moderating role of severity of service failure between emotions and dissatisfaction, as well as between dissatisfaction and behavioral intention. Results showed that when customers’ regret and disappointment are low, service failure severity has an amplifying impact on their dissatisfaction. It also demonstrates that when customers’ dissatisfaction levels are low, service failure severity plays an important role in their negative word of mouth and switching intention. Therefore, if a restaurant can reduce its number and frequency of critical service failures, then restaurant operators can dramatically enhance customers’ word of mouth testimonials and customer retention.     

Airline Travelers' Causal Attribution of Service Failure and Its Impact on Trust and Loyalty Formation: The Moderating Role of Corporate Social Responsibility

This study examines airline travelers' causal attribution (stability and controllability) and its impact on trust and loyalty formation and investigates the moderating role of corporate social responsibility (CSR) in this process. Based on a literature review, theoretical relationships between stability, controllability, CSR, trust, and loyalty were derived, and the moderating effects of CSR on relationships between stability/controllability and trust/loyalty were examined. To empirically test these theoretical relationships, quantitative data were collected from 271 airline passengers who experienced a service failure in the past year. The results provide support for effects of stability and controllability on trust as well as the effect of stability on loyalty. In addition, the perception of CSR had positive effects on trust and loyalty. Finally, a favorable CSR perception weakened the negative effects of a service failure on trust and loyalty, particularly when the failure was attributed to a stable cause. The results highlight the important role of CSR in service failure situations and have important implications for airline managers.     

The Effect of Service Climate on Perceived Service Value and Behavioral Intentions: The Mediating Role of Service Quality

The purpose of the current study is to assess the influence of employees’ perceived service climate on customers’ perceived service value and behavioral intention. Furthermore, the paper investigates the extent to which service quality mediates the relationship among employees’ perceived service climate, customers’ perceived service value, and behavioral intention. Data were collected from convenience samples of 400 customers and 375 hotel employees. The results of structural equation modeling indicated that: (1) employees’ perceived service climate has a positive and significant influence on service quality, customers’ perceived service value, and behavioral intention and (2) service quality has a positive and significant influence on customers’ perceived service value and behavioral intention. Additionally, this study revealed that the indirect effect of employees’ perceived service climate on customers’ perceived service value and behavioral intention through service quality is more than the direct effect of employees’ perceived service climate, customers’ perceived service value, and behavioral intention.     

员工心理受权与酒店服务质量关系的实证研究

授权管理措施是服务性企业提高服务质量的有效方法，而授权管理措施在企业内部的成功实施最终还要取决于服务人员的受权心态，即员工心理受权。作者在广州市两家四星级酒店进行了一次实证研究，探讨员工心理受权与服务质量关系以及培训、奖励等人力资源管理措施对员工心理受权的影响。数据分析的结果表明：员工心理受权包括工作意义、工作能力和个人影响力3个组成成分；员工心理受权的3个组成成分之间存在相互影响的关系；员工感知的个人影响力和工作能力分别对服务质量产生不同的影响；培训和奖励措施不仅影响员工心理受权，还对服务质量产生积极的影响。本项研究结果对酒店管理人员建立完善的培训和奖励体系，增强员工的心理受权感，进而提高服务质量有一定的指导意义。     

群体服务失误下顾客间“关系”互动对抱怨的影响机制--群体极化和去个体化的中介作用

顾客抱怨研究由来已久,但以往研究更多停留在个体层面,缺乏群体层面的关注。文章基于中国人际“关系”视角,将群体服务失误下顾客间互动分为工具性关系互动和情绪性关系互动,通过设计旅游团遭遇群体服务失误的情景模拟实验,探讨群体服务失误下顾客间“关系”互动对抱怨的影响机制。研究结果表明,群体服务失误下,工具性关系互动通过影响群体极化和去个体化进而影响顾客直接抱怨,且群体极化的中介作用更明显;顾客间情绪性关系互动越强,去个体化和群体极化程度越大,进而诱发更强的直接抱怨倾向,且去个体化在其影响过程中作用更强。研究有助于丰富顾客间互动对抱怨影响的研究视角,完善顾客群体性抱怨理论框架,也对顾客群体抱怨处理提供决策依据。     

The Effect of Basic,Performance and Excitement Service Factors of a Convention Center on Attendees' Experiential Value and Satisfaction: A Case Study of the Phoenix Convention Center

This study investigates how the various services provided by a convention center and its service quality affects attendees’ experiential values, and in turn, leads to the attendees’ overall satisfaction and loyalty. The sample consisted of 217 convention attendees in Phoenix, AZ, representing a response rate of 54%. Confirmatory factor analysis and structural equation modeling were used for analyses. Results indicate that basic and excitement service factors have a positive influence on individual experiential values. Also, the study shows that enhanced individual experiential values have an impact on raising overall satisfaction with the convention center.     

The Moderating Role of Water Park Service Quality,Environment, Image,and Food Quality on Perceived Value and Customer Loyalty: A South Korean Case Study

This study empirically examined not only the relationship between perceived value and customer loyalty, but also the moderating role of service quality, environment, image, and food quality at a water park, a segment of the tourism industry. In particular, the current study, using hierarchical regression analyses, examined the direct effects of perceived value on customer loyalties—loyalty and behavioral loyalty—as well as the moderating effect of four elements. As anticipated, this study showed that perceived value has significant and positive effect on both types of loyalty. In addition, the result of the interaction effects showed that service quality and food quality acted as moderators on the relationship between perceived value and attitudinal loyalty; however, water park image acted as a moderator on the relationship between perceived value and behavioral loyalty only. Finally, these results indicated that three elements—service quality, water park image, and food quality—have significant interaction on the relationship between perceived value and attitudinal/behavioral loyalty. These findings may provide water park operators with useful and detailed guidelines for satisfying customer loyalty levels, both attitudinally and behaviorally. More detailed findings and implications are also discussed.