Customers’ Attribution of Blame in Chain Store Settings: The Perspectives of Relationship Orientation

Chen, Yi-Mu; Huang, Tseng‐Lung

doi:10.1080/15332667.2015.1069526

Cited by 5 publications

(3 citation statements)

References 37 publications

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“…Decreases in satisfaction and repurchase intentions (Anderson & Sullivan, 1993) combined with feelings of anger and disappointment (Folkes, 1984) may result in higher usage of negative sentiments and lower customer ratings for chain restaurants (Table 3). If specific negative characteristics are consistently happening (high consensus, high consistency) only in a particular location (high distinctiveness), consumers may associate these unsatisfactory experiences with a specific branch rather than the brand (Chen & Huang, 2015). This experience may trigger them to complain about the location in their reviews with an expectation of the corporate office to impose stability across its branches.…”

Section: Discussionmentioning

confidence: 99%

Comparison of Customer Reviews for Local and Chain Restaurants: Multilevel Approach to Google Reviews Data

Yalcinkaya

Just

2022

Cornell Hospitality Quarterly

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Online reviews influence customer decisions and present publicly available data to investigate differences between customer evaluations for local and chain businesses. We conduct a text analysis on a sample of 80,728 online customer reviews of quick-service restaurants to examine how the impact of dining experience attributes on customer evaluation differs between the two restaurant types. Estimation of multilevel multinomial models reveals that customer reviews for local restaurants have less polarized sentiment than chain restaurants. This polarization is also evident for sentiment usage related to four dining experience attributes: food, service, ambience, and price. Although food offerings are essential to get high ratings for local restaurants, service quality has a relatively greater impact on customer satisfaction for chains. Although customer reviews favor local restaurants, they need powerful testimonials for differentiation due to high review valence among their local competitors.

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Section: Discussionmentioning

confidence: 99%

Comparison of Customer Reviews for Local and Chain Restaurants: Multilevel Approach to Google Reviews Data

Yalcinkaya

Just

2022

Cornell Hospitality Quarterly

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“…In addition, they are more likely to forgive when perceiving the cause of service failure as something out of the service provider’s hand ( Nikbin et al, 2016 ; Su et al, 2020 ). Literature has also found the causal attribution intentions associated with contextual elements such as failure types, failure severity, previous service experience, customer knowledge, customer expectation, relationship quality, relationship types and so on ( Chen and Huang, 2015 ; Yagil and Luria, 2016 ; Su et al, 2020 ; Fu et al, 2021 ).…”

Section: Theoretical Underpinning and Literature Reviewmentioning

confidence: 99%

“…Causal attribution is an important antecedent for customer forgiveness, expectation, and relationship quality (e.g., Chen and Huang, 2015 ; Su et al, 2020 ). In the customer–firm relationship context, customers with RVD can be regarded as owning high expectations due to the irreplaceable unique benefits received in past business encounters ( Scheer et al, 2010 , 2015 ).…”

Section: Hypotheses Developmentmentioning

confidence: 99%

Approach with initiative or hold on passively? The impact of customer-perceived dependence on customer forgiveness in service failure

et al. 2022

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Service failure is almost inevitable with the intensifying competition in the service market and expectation of heterogeneous customers. The customer–firm relationship can significantly influence customers’ subsequent attitudes and behaviors to the service provider when they encounter service failure. This study proposes a theoretical model to examine how customer-perceived dependence affects their forgiveness toward a service failure in attribution logic. According to an experiment with 138 and a survey with 428 commercial bank customers, we used a multivariate approach to validate our model. The results show that relationship-valued dependence (RVD) leads to external attribution, which is positively related to customer forgiveness. In contrast, switching-cost dependence (SCD) leads to internal attribution, which is negatively related to customer forgiveness. The relationship length is a relevant contextual factor that acts as a negative moderating factor. Our study contributes to the service recovery literature by elucidating the underlying process of forgiveness with the presence of the customer–firm dependence relationship.

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Attribution des défaillances de livraison des achats en ligne : le transporteur toujours fautif aux yeux du consommateur ?

Claye-Puaux

Jacquemier-Paquin

Jeanpert

2023

Logistique & Management

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Customers’ Attribution of Blame in Chain Store Settings: The Perspectives of Relationship Orientation

Cited by 5 publications

References 37 publications

Comparison of Customer Reviews for Local and Chain Restaurants: Multilevel Approach to Google Reviews Data

Comparison of Customer Reviews for Local and Chain Restaurants: Multilevel Approach to Google Reviews Data

Approach with initiative or hold on passively? The impact of customer-perceived dependence on customer forgiveness in service failure

Attribution des défaillances de livraison des achats en ligne : le transporteur toujours fautif aux yeux du consommateur ?

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