The power of sophistication: How service design cues help in service failures

Terres, Mellina da Silva; Herter, Márcia Maurer; Pinto, Diego Costa; Mazzon, José Afonso

doi:10.1002/cb.1816

Cited by 4 publications

(4 citation statements)

References 67 publications

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“…Service failure is the most investigated type of enterprise failure (Sengupta et al, 2015; Terres et al, 2020). Hess et al (2003) mentioned service failure is inevitable even for the highest‐quality service providers.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Effects of service robots' anthropomorphism on consumers' attribution toward and forgiveness of service failure

Cheng

2022

J of Consumer Behaviour

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We investigated the effects of service robots' anthropomorphism on consumers' attribution and forgiveness of service failure. By manipulating the levels of anthropomorphism in service robots in three experiments, we evaluated the relationship norms and involvement levels of consumers. Three contributions of our study are as follows. First, most human–robot interaction studies have focused on consumers' dissatisfaction with service robots' service failures. Unfortunately, few studies have investigated the influence of service robots' anthropomorphism levels on consumers' internal attribution and forgiveness of service failure. In the present study, we found a positive correlation between the former and the latter. The findings of this study indicate marketing managers should design their service robots to be less anthropomorphic to reduce the likelihood of consumers making an internal attribution when a service failure occurs and increase their forgiveness of service failure. In addition, to reduce the likelihood of consumers' internal attribution upon service failure, managers may ensure that their service robots explain to the consumers the cause of service failure (e.g., inability to understand consumers' requirements and robots' design‐related limitations). Second, consumers' relationship norms moderate the effect of anthropomorphism level on internal attribution. Third, robot anthropomorphism is reportedly effective only when anthropomorphization occurs subconsciously.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Effects of service robots' anthropomorphism on consumers' attribution toward and forgiveness of service failure

Cheng

2022

J of Consumer Behaviour

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“…Therefore, if a customer encounters a service failure, they can be more informed on the cause and hence they are likely to attribute it to the service provider (Byun and Jang, 2018). [As our paper was undergoing the review process, emerging articles are supporting our future research direction (Terres et al, 2020).] Terres et al ( 2020) investigated the service design cues and how sophisticated service design (compared to modest design) can minimise consumers' negative emotional responses after service failure occurs.…”

Section: Future Directionsmentioning

confidence: 93%

“…[As our paper was undergoing the review process, emerging articles are supporting our future research direction (Terres et al , 2020). ] Terres et al (2020) investigated the service design cues and how sophisticated service design (compared to modest design) can minimise consumers’ negative emotional responses after SF occurs. Reflecting our findings in clusters and research groups, circumstantial cues can be one of the emerging service recovery strategies, where managers should continuously observe and work on the combinations of the cues to improve their quality as this might mitigate the adverse impact of SF (Bitner, 1992; Jiang and Wen, 2020)].…”

Section: Future Directionsmentioning

confidence: 97%

Service failure research in the hospitality and tourism industry: a synopsis of past, present and future dynamics from 2001 to 2020

Akarsu

Marvi

Foroudi

2022

IJCHM

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Purpose When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance behaviour among customers, and it can also be seen as a threat to the survival of the business. This paper aims to investigate the current and potential dynamics of service failure research within the tourism and hospitality area. Design/methodology/approach By adopting qualitative, quantitative (citation and text mining) and science-mapping tools (descriptive, conceptual and intellectual), this study analyses 99 key papers on service failure in 18 major hospitality and tourism journals over a 20-year span. Findings The research on service recovery strategies, recovery efforts, pre- and post-failure and post-recovery in the service encounter and the impacts of justice on post-recovery and post-complaint behaviour are identified as the major streams of service failure research. While emotional labour, rumination and satisfaction recovery were identified as emerging themes, service failure perceptions and social media were found as the developed and substantial trends. Practical implications This study presents a comprehensive understanding of service failure research development in the hospitality and tourism industry. This study propose three areas – circumstantial cues, interactional cues and crisis management – that practitioners need to understand to minimise service failure during the service interaction. Originality/value To the best of the authors’ knowledge, no prior bibliometric study has investigated the current and future dynamics of service failure in the hospitality and tourism industry and offered a research agenda based on this gap in the literature.

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“…According to the cue theory, consumers can rely on a variety of cues to evaluate the product quality (Rao & Monroe, 1988). Service design acts as a cue for quality by reducing consumers' negative emotions in service failures (Terres, Herter, Pinto & Mazzon, 2020). In addition, store name is one of those quality cues (Rao & Monroe, 1989).…”

Section: Conceptual Frameworkmentioning

confidence: 99%

An Evaluation of Retail Brand Extension in the Context of Store Atmosphere, Perceived Quality of Parent and Extended Brands, and Perceived Fit

Gültekin

Saraç

2021

Sosyoekonomi

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The purpose of this study is to examine the mediator role of the parent brand quality between the store atmosphere and extended brand quality and to investigate the moderator role of perceived fit in the effect of the parent brand quality on the extended brand quality. Data from 200 participants were collected through surveys conducted face-to-face in Ankara. The results of the process analyses reveal that the parent brand quality is a mediator between the store atmosphere and the extended brand quality. Perceived fit is a moderator between the parent brand quality and the extended brand quality.

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The power of sophistication: How service design cues help in service failures

Cited by 4 publications

References 67 publications

Effects of service robots' anthropomorphism on consumers' attribution toward and forgiveness of service failure

Effects of service robots' anthropomorphism on consumers' attribution toward and forgiveness of service failure

Service failure research in the hospitality and tourism industry: a synopsis of past, present and future dynamics from 2001 to 2020

An Evaluation of Retail Brand Extension in the Context of Store Atmosphere, Perceived Quality of Parent and Extended Brands, and Perceived Fit

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