2012
DOI: 10.1111/j.1745-493x.2012.03280.x
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An Attribution Approach to Consumer Evaluations in Logistics Customer Service Failure Situations

Abstract: The primary goal of this study is to investigate the roles of expectations and purchase criticality on consumers' brand perceptions and attribution behaviors in service delivery failures. The provision of logistics services is often a crucial point in supply chain management that can influence brand perceptions of customers. Indeed, the level and the quality of customer service provided may determine whether the organization will retain existing customers or even attract new ones. As a consequence, a failure i… Show more

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Cited by 56 publications
(75 citation statements)
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References 98 publications
(159 reference statements)
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“…The outcome of the FFE (i.e., success or failure) can have potential consequences for the firm as well as for the buyer–supplier relationship. How managers interpret these outcomes is important because different interpretations can lead to different strategic responses (e.g., ending a relationship with a supplier or continuing to work with the supplier), which may impact FFE success (Figure ; Gooding & Kinicki, ; Oflaç, Sullivan & Baltacioğlu, ). For example, if a firm enjoys FFE success, it will likely try to reinstate the prior causal network (e.g., use the same supplier in the FFE; Weiner, ).…”
Section: Supplier‐enabled New Product Developmentmentioning
confidence: 99%
“…The outcome of the FFE (i.e., success or failure) can have potential consequences for the firm as well as for the buyer–supplier relationship. How managers interpret these outcomes is important because different interpretations can lead to different strategic responses (e.g., ending a relationship with a supplier or continuing to work with the supplier), which may impact FFE success (Figure ; Gooding & Kinicki, ; Oflaç, Sullivan & Baltacioğlu, ). For example, if a firm enjoys FFE success, it will likely try to reinstate the prior causal network (e.g., use the same supplier in the FFE; Weiner, ).…”
Section: Supplier‐enabled New Product Developmentmentioning
confidence: 99%
“…Journal of Supply Chain Management published a special issue on SSC in October 2012, which covered some new progress in SSC, such as Tate and Ellram (2012), Sampson and Spring (2012), Oflaç, Sullivan, and Tunçdan (2012) and Maull, Joana, and Robert (2012). With the emergence of SSC research, studies on the order allocation of SSC have been given much attention.…”
Section: Supply Chain Order Allocationmentioning
confidence: 99%
“…Having made inferences about locus of causality, the theory of social conduct (Weiner, ; ) predicts that observers then will assess whether a manufacturer had control over a defective product: “As the next stage in the process, given person causality, it is determined whether the cause was controllable” (1995, p. 11). Observers are motivated to understand whether the product‐harm and recall could have been avoided, and thus seek to understand the firm's controllability in the situation (Folkes, ; Mir, Aloysius, & Eckerd, ; Oflaç et al, ).…”
Section: Judgments Of Responsibility Following Product Recallsmentioning
confidence: 99%