The power of explanations in mitigating the ill-effects of service failures

Journal of Services Marketing

Volumn 20, Issue 7, 2006, Pages 422-428

  Mattila, Anna S ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Restaurants; Service failures

Indexed keywords

EID: 33750296599     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040610704856     Document Type: Article

References (32)

1. Anderson, J. 2000, Learning and Memory: An Integrated Approach, John Wiley, New York, NY.
2. Bell, N. and Tetlock, P. 1989, “The intuitive politician and the assignment of blame in organizations”, in Ed. Gialalone, R. and Ed. Rosenfled, P. Eds, Impression Management in the Organization, Erlbaum, Hillsdale, NJ, pp. 105-24.
3. Bies, R. and Shapiro, D. 1987, “Interactional fairness judgments: the influence of causal accounts”, Social Justice Research, Vol. 1 No. 2, pp. 199-218.
4. Bitner, M.J., Booms, B. and Tetrealut, M.S. 1990, “The service encounter: diagnosing favorable and unfavorable incidents”, Journal of Marketing, Vol. 54 No. 1, pp. 71-84.
5. Boshoff, C. 1997, “An experimental study of service recovery options”, International Journal of Service Industry Management, Vol. 8 No. 2, pp. 110-30.
6. Colquitt, J. 2001, “On the dimensionality of organizational justice: a construct validation of a measure”, Journal of Applied Psychology, Vol. 86 No. 3, pp. 386-400.
7. Colquitt, J., Conlon, D., Wesson, M., Porter, C. and Ng, Y. 2001, “Justice at the millennium: a meta-analytic review of 25 years of organizational justice research”, Journal of Applied Psychology, Vol. 86 No. 3, pp. 425-45.
8. Conlon, D. and Murray, N. 1996, “Customer perceptions of corporate responses to product complaints: the role of explanations”, Academy of Management Journal, Vol. 39, pp. 1040-56.
9. Crant, M. and Bateman, T. 1993, “Assignment of credit and blame for performance outcomes”, Academy of Management Journal, Vol. 36, pp. 7-27.
10. Folger, R. and Cropanzano, R. 1998, Organizational Justice Human Resource Management, Sage Publications, Thousand Oaks, CA, pp. 133-72.
11. Folkes, V. 1988, “Recent attribution research in consumer behavior: a review and new directions”, Journal of Consumer Research, Vol. 14, pp. 548-65.
12. Gioia, D. 1989, “Self-serving bias as a self-sense making strategy: explicit versus tacit impression management”, in Ed. Gialalone, R. and Ed. Rosenfled, P. Eds, Impression Management in the Organization, Erlbaum, Hillsdale, NJ, pp. 219-34.
13. Goodwin, C. and Ross, L. 1992, “Consumer responses to service failures: influence of procedural and interactional fairness perceptions”, Journal of Business Research, Vol. 25, pp. 149-63.
14. Greenberg, J. 1996, “Forgive me, I knew: three experimental demonstrations of the effects of attempts to excuse poor performance”, Organizational Behavior and Human Decision Processes, Vol. 66 No. 2, pp. 165-78.
15. Higgins, R. and Snyder, C. 1989, “The business of excuses”, in Ed. Gialalone, R. and Ed. Rosenfled, P. Eds, Impression Management in the Organization, Erlbaum, Hillsdale, NJ, pp. 73-86.
16. Lazarus, R. 1982, “Thoughts on the relations between emotion and cognition”, American Psychologist, Vol. 37, September, pp. 1019-24.
17. Levesque, T. and McDougall, G. 2000, “Service problems and recovery strategies: an experiment”, Canadian Journal of Administrative Sciences, Vol. 17 No. 1, pp. 20-37.
18. McColl-Kennedy, J. and Sparks, B. 2003, “Application of fairness theory to service failures and service recovery”, Journal of Service Research, Vol. 5 No. 3, pp. 251-66.
19. Mattila, A. 2001, “The effectiveness of service recovery in a multi-industry setting”, Journal of Services Marketing, Vol. 15 No. 7, pp. 583-96.
20. Rousseau, D. and Aquino, K. 1993, “Fairness implied contract obligations in job terminations: the role of remedies, social accounts and procedural justice”, Human Performance, Vol. 6 No. 2, pp. 135-49.
21. Scott, M. and Lyman, S. 1968, “Accounts”, American Sociological Review, Vol. 33, pp. 46-62.
22. Shaw, J., Wild, E. and Colquitt, J. 2003, “To justify or excuse? A mete-analytic review of the effects of explanations”, Journal of Applied Psychology, Vol. 88 No. 3, pp. 444-58.
23. Smith, A., Bolton, R. and Wagner, J. 1999, “A model of customer satisfaction with service encounters involving failure and recovery”, Journal of Marketing Research, Vol. 34, August, pp. 356-72.
24. Sparks, B. and Callan, V. 1996, “Service breakdowns and service evaluations: the intervening role of attributions”, Journal of Hospitality and Leisure Research, Vol. 4 No. 2, pp. 3-24.
25. Sparks, B. and McColl-Kennedy, J. 2001, “Justice strategy options for increased customer satisfaction in a service recovery setting”, Journal of Business Research, Vol. 54 No. 3, pp. 209-18.
26. Tax, S. and Brown, S. 2000, “Service recovery: research insights and practices”, in Ed. Swartz, T. and Ed. Iacobucci, D. Eds, Handbook of Services Marketing Management, Sage, Thousand Oaks, CA, pp. 271-86.
27. Tax, S., Brown, S. and Chrashekaran, M. 1998, “Customer evaluations of service complaint experiences: implications for relationship marketing”, Journal of Marketing, Vol. 62, April, pp. 60-76.
28. Verhoef, P., Antonides, G. and de Hoog, A. 2004, “Service encounters as a sequence of events: the importance of peak experiences”, Journal of Service Research, Vol. 7 No. 1, pp. 53-64.
29. Weiner, B. 2000, “Attributional thoughts about consumer behavior”, Journal of Consumer Research, Vol. 27 No. 3, pp. 382-7.
30. Crant, M. 1996, “Doing more harm than good: when is impression management likely to evoke a negative response”, Journal of Applied Social Psychology, Vol. 26 No. 16, pp. 1454-71.
31. Lee, F. and Robinson, R. 2000, “An attributional analysis of social accounts: implications of playing the blame game”, Journal of Applied Social Psychology, Vol. 30 No. 9, pp. 1853-79.
32. Schlenker, B. and Weingold, M. 1992, “Interpersonal processes involving impression regulation and management”, Annual Review of Psychology, Vol. 43, pp. 133-68.