The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior
This study examines how construal levels affect the acceptability of dysfunctional customer behavior following service failure in restaurants. Across three experimental studies with online panel respondents ( n = 555), we found that consumers feeling psychologically close to service providers are l...
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Veröffentlicht in: | Service business 2024-03, Vol.18 (1), p.133-159 |
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creator | Tomazelli, Joana Boesche Rohden, Simoni F. Espartel, Lélis Balestrin |
description | This study examines how construal levels affect the acceptability of dysfunctional customer behavior following service failure in restaurants. Across three experimental studies with online panel respondents (
n
= 555), we found that consumers feeling psychologically close to service providers are less likely to deem deviant actions acceptable. This stems from the trust they place in socially close service providers and their perceptions of failure controllability. Additionally, anticipated guilt plays a pivotal role in reducing the acceptability of dysfunctional behavior, particularly when seen as opportunistic. Our findings have implications for both academics and managers in understanding and addressing customer behavior post-service failures. |
doi_str_mv | 10.1007/s11628-024-00556-0 |
format | Article |
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n
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n
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subjects | Attribution theory Behavior Business and Management Consumers Consumption Customer services Empirical Article Employees Failure Fraud Human Resource Management Management Perceptions |
title | The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior |
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