首页 | 本学科首页   官方微博 | 高级检索  
     检索      


Hospitality service failures: Who will be more dissatisfied?
Authors:Haksin Chan  Lisa C Wan  Leo YM Sin
Institution:Department of Marketing, The Chinese University of Hong Kong, Shatin, Hong Kong
Abstract:This research examines consumer responses to process and outcome failures in two hospitality settings, a hotel and a restaurant. Converging evidence from two experiments indicates that dissatisfaction with service failures reflects the joint influence of failure type and value orientation. Specifically, a face-conscious value that emphasizes a positive public self-image has an aggravating effect on dissatisfaction, and the effect is stronger for process failures. In contrast, a fate-submissive value that conduces fatalistic thinking has an attenuating effect on dissatisfaction, and the effect is stronger for outcome failures. These results have broad implications for hospitality research and practice, especially in the areas of service quality management and target marketing.
Keywords:Service failures  Dissatisfaction  Values  Face  Fate
本文献已被 ScienceDirect 等数据库收录!
设为首页 | 免责声明 | 关于勤云 | 加入收藏

Copyright©北京勤云科技发展有限公司  京ICP备09084417号