The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers

@article{Anderson2009TheIO,
  title={The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers},
  author={S. Anderson and L. Baggett and Sally K. Widener},
  journal={Manuf. Serv. Oper. Manag.},
  year={2009},
  volume={11},
  pages={52-69}
}
Research 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. Specifically, we hypothesize that the relative weights that customers assign to key service elements in reaching an overall assessment of… Expand

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