Shannon W. Anderson

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R esearch in consumer psychology shows that customers seek reasons for service failures and that attributions of blame moderate the effects of failure on the level of customer satisfaction. This paper extends research on service operations failures by hypothesizing that attributions of blame also affect what matters to the customer during service failures.(More)
Prior research documents performance improvements following the implementation of pay-for-performance (PFP) bonus plans. However, bonus plans typically pay for performance relative to a goal and the manager whose performance is to be evaluated often participates in setting goals. In these settings PFP affects managers' incentive to influence goal levels in(More)
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