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
Hauptverfasser:	Tomazelli, Joana Boesche, Rohden, Simoni F., Espartel, Lélis Balestrin
Format:	Artikel
Sprache:	eng
Schlagworte:	Attribution theory Behavior Business and Management Consumers Consumption Customer services Empirical Article Employees Failure Fraud Human Resource Management Management Perceptions
Online-Zugang:	Volltext
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