An Exploratory Study of the Formation and Impact of Electronic Service Failures

@article{Tan2016AnES,
  title={An Exploratory Study of the Formation and Impact of Electronic Service Failures},
  author={Chee-Wee Tan and Izak Benbasat and Ronald T. Cenfetelli},
  journal={MIS Quarterly},
  year={2016},
  volume={40},
  pages={1-29}
}
Bitner (1990) Attribution Theory and Expectation Disconfirmation Theory Offline Service Failure Unidimensional Failure Construct Dissatisfaction Field experimental study involving 145 participants respectively • Consumers are likely to be dissatisfied when they deem that the service provider exercise greater control over the cause of a service failure, and when the failure was recurring vis-à-vis a rare event • Consumers tend to attribute service failure to a lack of control on the part of the… CONTINUE READING