Service failure of intermediary service: impact of ambiguous locus of control

Lee, Bo Youn; Cranage, David A.

doi:10.1080/10548408.2016.1208785

Cited by 13 publications

(12 citation statements)

References 90 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…the organization’s regulations) and greater responsibility to more autonomous representatives for whom there is a weaker external cause but clear internal cause (i.e. they independently make decisions) (Lee and Cranage, 2016).…”

Section: Who’s Responsible?mentioning

confidence: 99%

“…By the very nature of the representative-organization relationship, they are yoked together with the actual service being conducted by the representative on behalf of the organization. Therefore from the perspective of the customer the service representative and the organization may not be differentiated (Bitner et al , 1990), unless something signals the customer that the organization, as a higher-level causal entity, differs from its representative (Swanson and Davis, 2003; Lee and Cranage, 2016).…”

Section: Who’s Responsible?mentioning

confidence: 99%

“…For example, experiencing consistent outcomes among interactions with a variety of representatives from a single organization over time may lead a customer to credit the organization for those outcomes (Hess et al , 2007). Alternatively, features of the service environment may offer clues as to who is responsible for an encounter (Lee and Cranage, 2016), such as a waiter’s cheeriness being attributed to the waiter himself, while the paltry food quality being blamed on the restaurant as a whole.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Who’s responsible? Representatives’ autonomy alters customers’ emotion and repurchase intentions toward organizations

Shank

Robinson

2019

JCM

View full text Add to dashboard Cite

Purpose This paper aims to present and test a model of how the autonomy of an organization’s representative alters the effects of customer experiences on customer emotions and repurchasing intentions toward the organization. Specifically, this paper offers a moderated mediation model whereby representative autonomy alters attributions of organizational responsibility, which moderate the effect of service experience on emotion and emotion mediates the effects of service experiences on repurchasing intentions. Design/methodology/approach Study 1 is a laboratory experiment (N = 115), where participants engaged in a multi-round product purchasing task through an online representative of a company. Study 2 is a vignette experiment (N = 393), where participants responded to situations of purchasing either a car, furniture, haircut or vacation package from a representative of a company. In both studies, manipulated representative autonomy information was either low or high and manipulated customer experience was either positive or negative. Measures included responsibility, emotion toward the organization and repurchase intention. Findings Structural equation models support the proposed model. In the presence of information about representative autonomy, the link between customer experience and repurchasing intent is amplified and mediated by emotion toward the organization. Research limitations/implications Because of the experimental approach, the findings may not be generalizable, but the experimental method allows for a controlled test of the process, ordering and relationship among variables. Originality/value Understanding how representatives’ autonomy ultimately alters repurchasing and how this process involves responsibility attributions contributes to both practice and theory.

show abstract

Section: Who’s Responsible?mentioning

confidence: 99%

Section: Who’s Responsible?mentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Who’s responsible? Representatives’ autonomy alters customers’ emotion and repurchase intentions toward organizations

Shank

Robinson

2019

JCM

View full text Add to dashboard Cite

show abstract

“…Tendo como base as funções e atividades das AVs, estas acabam por ser um "player" preponderante no sistema de distribuição do turismo. Como intermediários, as AVs têm a missão de melhorar e facilitar a coordenação, criando valor no canal de distribuição (Kanellou, 2000; Lee e Cranage, 2017), uma vez que, não só se envolvem no processo de construção, adaptação e transação de um conjunto de serviços (pacotes), como também potenciam aos fornecedores o acesso ao mercado, ao mesmo tempo que disponibilizam ao consumidor um espaço para adquirir serviços de viagem (Lee & Cranage, 2017). Kanellou (2000), na sua análise às etapas de intermediação na indústria do turismo, refere que o papel do intermediário tem sido importante ao longo do desenvolvimento e crescimento do setor do turismo.…”

Section: O Papel Das Agências De Viagens Na Dinamização Do Turismo Acunclassified

Heterogeneidade na Acessibilidade dos websites das Agências de Viagens: um estudo na Região Centro de Portugal

Silveiro

Eusébio

Teixeira

2019

risti

View full text Add to dashboard Cite

Resumo: No âmbito do turismo acessível, os websites, enquanto canais promocionais preferenciais, podem representar elementos facilitadores ao acesso físico de produtos e/ou serviços turísticos, caso cumpram com os requisitos de acessibilidade de informação. O presente estudo pretende analisar o nível de acessibilidade dos websites das Agências de Viagens da Região Centro de Portugal, tendo como base as Diretrizes de Acessibilidade do Conteúdo Web (WCAG 2.0) e usando, para o efeito, duas ferramentas automáticas de avaliação (AccessMonitor e TAW online). Os resultados revelam que os websites das Agências de Viagens analisados apresentam alguns problemas em termos de acessibilidade, nomeadamente nos requisitos mais básicos (nível A) das WCAG, e nos princípios 'Percetível' e 'Robusto'. O artigo termina com algumas sugestões para melhorar o nível de acessibilidade dos websites das Agências de Viagens, de forma a que todas as pessoas possam ter acesso à informação, independentemente das suas características e/ou necessidades. Palavras-chave: Agências de Viagens, turismo acessível, pessoas com incapacidade, acessibilidade da web.

show abstract

“…Yet, despite calls to move beyond the narrow focus on the individual customer-firm dyad that goes back to the early 2000s (e.g., Gittell 2002;Weber 2003), research relating to service failure/recovery (SFR) has firmly stayed within the narrow confines of the single customer-provider context for the subsequent decade. It has only been in the past few years that a small number of studies emerged that redress such a narrow perspective (e.g., Allen et al 2015;Lee and Cranage 2017;Tax, McCutcheon, and Wilkinson 2013). Examining the settings of prior hospitality and tourism research on SFR, the vast majority of work has focused on restaurant and/or hotel settings, and to a lesser extent the airline context (Vaerenbergh et al 2018).…”

Section: Introductionmentioning

confidence: 99%

Beyond a Single Firm and Internal Focus Service Failure/Recovery: Multiple Providers and External Service Recoveries

Weber

Hsu

2020

Journal of Travel Research

View full text Add to dashboard Cite

Moving beyond the traditional focus on single service providers and internal service recoveries, this article extends service failure/recovery research by examining the effect on consumer evaluations and behavior of (1) a series of service failures that involve multiple entities in the creation of customer experiences; (2) an external service recovery, that is, a recovery implemented by a firm other than the one that caused the service failure; and (3) a joint service provider recovery, in contrast to the prevalent focus on a single firm service recovery. Employing two experiments, findings confirmed that a firm unaffiliated with the firm that caused the service failure benefits more from an external service recovery than an affiliated firm. Surprisingly, external recoveries by affiliated entities themselves, and compared to the internal recovery by the entity that caused the failure, did not significantly impact consumer evaluations and behavior. Study implications and future research directions are discussed.

show abstract

Service failure of intermediary service: impact of ambiguous locus of control

Cited by 13 publications

References 90 publications

Who’s responsible? Representatives’ autonomy alters customers’ emotion and repurchase intentions toward organizations

Who’s responsible? Representatives’ autonomy alters customers’ emotion and repurchase intentions toward organizations

Heterogeneidade na Acessibilidade dos websites das Agências de Viagens: um estudo na Região Centro de Portugal

Beyond a Single Firm and Internal Focus Service Failure/Recovery: Multiple Providers and External Service Recoveries

Contact Info

Product

Resources

About