The Influence of Childhood Engagement in the Context of Hospitality Service Failure Evaluation

Papen, Marie-Christin; Siems, Florian

doi:10.1177/1096348019896086

Cited by 4 publications

(2 citation statements)

References 74 publications

(104 reference statements)

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“…In contrast, when customers feel that the cause of the failure is uncontrollable, they put less blame on the service providers. Papen et al (2020) also indicated that controllability has a significant moderating effect on the relationship between disappointment with the organization and intention to repurchase. Accordingly, the following hypothesis is proposed for testing in this present study: H3: Controllability moderates the relationship between brand attitude and behavioral intention in the context of national carrier's service failure.…”

Section: H2: Stability Moderates the Relationship Between Brand Attitmentioning

confidence: 94%

The Influence of Brand Attitude on Behavioral Intention in the Context of National Carrier’s Service Failure

AL-GHARAIBEH¹,

Ariffin²

2021

GTG

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Studies on the service failures involving a national carrier are still very limited. This present study strives to investigate the relationship between brand attitudes and behavioral intentions in the context of national carrier’s service failures as well as the moderating effect of causal attribution on the above main relationship. Data were collected from 419 airline passengers using the purposive sampling technique. Path analysis was used to analyze the data. The effect of brand attitude on behavioral intention is found to be positive significantly. The results also showed that out of the two dimensions of causal attribution, only stability moderates the relationship between brand attitudes on behavioral intention.

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Section: H2: Stability Moderates the Relationship Between Brand Attitmentioning

confidence: 94%

The Influence of Brand Attitude on Behavioral Intention in the Context of National Carrier’s Service Failure

AL-GHARAIBEH¹,

Ariffin²

2021

GTG

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“…But the question is for how long an instance of CE may influence a current critical incident, such as whether and how company-customer interactions during childhood may continue to influence the effects of service failure. Papen et al (2020) posit that engagement with a company during childhood (childhood engagement) can affect subsequent perceptions of the relationship. Through an experiment with 152 participants, their study reveals that perceived controllability and childhood engagement moderate the effect of disappointment on repurchase intention.…”

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confidence: 99%

Customer Engagement in Hospitality and Tourism Services

2020

Journal of Hospitality & Tourism Research

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Amid a new marketing era featuring increasingly dynamic and interactive business environments (Hollebeek et al., 2016;Pansari & Kumar, 2016), the concept of customer engagement (CE) has sparked growing interest among scholars in mainstream marketing as well as in the hospitality and tourism domain. Recent empirical research has shown that CE enhances customers' brand evaluations (So et al., 2016) and future purchase intentions (Hollebeek et al., 2014), and is hence described as the "expanded domain of relationship marketing" (Vivek et al., 2012, p. 129). Given such findings, service organizations-particularly those in the hospitality and tourism industry, such as hotels, airlines, and even destinations-have implemented CE strategies to connect with customers at various stages of consumption, including pre-consumption, during, and post-consumption.In line with the concept's theoretical significance and practical relevance, the hospitality and tourism literature has paid increasing attention to CE. Critical insights include the conceptualization and measurement of CE (So et al., 2014), its antecedents and consequences (Dijkmans et al., 2015;Ge & Gretzel, 2017;So et al., 2016), barriers to organizational adoption of CE (Chathoth et al., 2014), customers' perceptions of and management responses to CE behaviors (Wei et al., 2013), and analysis of CE through the lens of social media affordance (Cabiddu et al., 2014).Despite these recent advances, insight into the nature of CE and the wider nomological network within which the concept is situated remain sparse. This lacuna highlights the demand for additional research to enrich the CE literature by addressing pertinent challenges. This need motivated the present special issue on CE in hospitality and tourism services in conjunction with a track on the same theme at the 2018 Global Marketing Conference in Tokyo, Japan (July 26-29).The Global Marketing Conference is cohosted by some of the world's leading marketing associations: the American Marketing Association, European 900010J HTXXX10.

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The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions

Kim

2023

International Journal of Hospitality Management

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The Influence of Childhood Engagement in the Context of Hospitality Service Failure Evaluation

Cited by 4 publications

References 74 publications

The Influence of Brand Attitude on Behavioral Intention in the Context of National Carrier’s Service Failure

The Influence of Brand Attitude on Behavioral Intention in the Context of National Carrier’s Service Failure

Customer Engagement in Hospitality and Tourism Services

The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions

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