Other Customer Service Failures: Emotions, Impacts, and Attributions

Baker, Melissa A.; Kim, Kawon

doi:10.1177/1096348016671394

Cited by 61 publications

(70 citation statements)

References 44 publications

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“…Trained judges are important when content analytic methods are used, as they become familiar with the coding scheme and operational definitions (Gremler, 2004;. The responses were first read and reread through the process of careful inspection, and responses were coded according to similarities that recurred among responses (Baker & Kim, 2018b;2020). Second, a cross-rater reliability check was conducted (Alexakis & Jiang, 2019).…”

Section: Methodsmentioning

confidence: 99%

Educational Distancing: A Mixed-Methods Study of Student Perceptions in the Time of Coronavirus

Baker

2021

Journal of Hospitality & Tourism Education

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COVID-19 has necessitated the largest and quickest transformation of pedagogy ever seen in contemporary education. This research addresses the gaps surrounding teaching in the time of coronavirus by examining student perceptions before and after the coronavirus pandemic using mixed-methods. Study 1 qualitatively content analyzes student responses to the most and least effective aspects of teaching before and after the transition. Study 2 quantitatively analyzes differences in student pedagogical perceptions for the most effective and least effective courses before and after the transition. The results find that student performance and engagement have the most significant decrease for the most effective course, while the technical delivery was also a significant issue for the least effective course. Results also find that supportive and compassionate teaching is critical. The results build upon the gaps in crisis management, blended learning, and synchronous and asynchronous content by examining the student perspective.

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Section: Methodsmentioning

confidence: 99%

Educational Distancing: A Mixed-Methods Study of Student Perceptions in the Time of Coronavirus

Baker

2021

Journal of Hospitality & Tourism Education

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“…Third, research shows that service organisations and their employees often fail to deal effectively with CCI (e.g. Baker and Kim, 2018;Nicholls, 2005). Fourth, even though NCCI is overwhelmingly blamed on other customers, the focal customer holds the service organisation responsible for recovering the situation (Baker and Kim, 2018).…”

Section: And Its Scopementioning

confidence: 99%

What goes on between customers? A cross-industry study of customer-to-customer interaction (CCI)

Nicholls

2020

JSTP

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PurposeThis study aims to provide service managers and researchers with a deeper understanding of the direct on-site interactions taking place between customers.Design/methodology/approachUsing the Critical Incident Technique (CIT), 284 incidents are analysed to develop a typology of how service customers experience direct on-site CCI.FindingsThe research reveals a wide range of CCI. A typology consisting of nine distinct categories of CCI emerged: (1) shared use space, (2) assigned space and possessions, (3) information provision, (4) assistance, (5) social conversations, (6) disrespectful attitude, (7) queuing discipline, (8) transaction efficiency and (9) undesired customers and ‘camouflaged customers’. These categories can accommodate a multitude of customer behaviours that impact, negatively or positively, on the service experience of other customers.Research limitations/implicationsFuture studies could be conducted following a more inclusive research design capable of gaining CCI insights from employees and managers.Practical implicationsPractitioners can use the typology to systematically identify the full range of specific CCI behaviours affecting their businesses. It also assists them in the analysis and understanding of individual C2C (customer-to-customer) interactions. For academics the typology makes available a comprehensive framework to guide future research into CCI.Originality/valueThe study constitutes the first systematic attempt to classify direct on-site CCI across a wide range of services. The typology, unrestricted by any single-industry bias, is robust and conceptually broad, and therefore highly portable across service industries.

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“…O impacto de clientes copresentes na experiência de serviço e, por consequente, na imagem desse prestador pode ser favorável ou não, dependendo da extensão em que o consumidor considera a organização ou seus colaboradores como responsáveis pelo ocorrido nas situações vivenciadas (Colm et al, 2017). Embora os consumidores atribuam a responsabilidade por uma falha a outro consumidor, eles ainda formam percepções e comportamentos negativos em relação à empresa (Baker & Kim, 2018). Em muitos casos, a gerência não faz nada para se recuperar da falha, o que acentua percepções e comportamentos negativos (Baker & Kim, 2018).…”

Section: Referencial Teóricounclassified

“…Embora os consumidores atribuam a responsabilidade por uma falha a outro consumidor, eles ainda formam percepções e comportamentos negativos em relação à empresa (Baker & Kim, 2018). Em muitos casos, a gerência não faz nada para se recuperar da falha, o que acentua percepções e comportamentos negativos (Baker & Kim, 2018). Albrecht (2016) recomenda a separação dos clientes quando se percebe que uma falha está por acontecer.…”

Section: Referencial Teóricounclassified

“…A falta desse gerenciamento pode acarretar em comportamentos inapropriados que geram efeito contagioso adicional (Schaefers et al 2016). Mesmo quando a falha é atribuída a outro consumidor, as percepções negativas ainda ocorrem em relação à empresa (Baker & Kim, 2018), podendo contribuir para a insatisfação do consumidor, a desistência do relacionamento com o prestador de serviço e o boca a boca negativo.…”

Section: Introductionunclassified

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O Gerenciamento das Interações entre Consumidores: Estudo em Escolas de Idiomas

Foschiera

Campomar

2020

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In the service environment, consumer's interaction interferes on the perception of quality and satisfaction. Consumer's compatibility is more relevant in services with long time of interaction and proximity among people, such as language courses. This research aimed to analyze how interaction among consumers is managed in language schools. We carried out a qualitative research with interviews with professionals who work in language schools in the city of São Paulo. We confirmed the importance of managing interaction among consumers in language courses. Student's age difference is a relevant factor for the services provision, since it shapes other characteristics, such as knowledge, maturity, interests, availability of schedules and motivation to carry out the course. The management of students' interaction occurs mainly due to segmentation and teachers' role in the classroom. When there is a lack on segmentation, teachers' role are more important. In these cases, teacher training and pedagogical support facilitate this activity. When there is flawed management "flexibility" and "balance" were found as means for the teacher to account for differences in the classroom, which is opposite to the desirable proactive role for preventing negative interactions. We suggest that schools manage interactions in order to provide a quality service. This study is original in approaching interaction in language schools from a management perspective.

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Other Customer Service Failures: Emotions, Impacts, and Attributions

Cited by 61 publications

References 44 publications

Educational Distancing: A Mixed-Methods Study of Student Perceptions in the Time of Coronavirus

Educational Distancing: A Mixed-Methods Study of Student Perceptions in the Time of Coronavirus

What goes on between customers? A cross-industry study of customer-to-customer interaction (CCI)

O Gerenciamento das Interações entre Consumidores: Estudo em Escolas de Idiomas

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