Critical incidents in tourism: Failure, recovery, customer switching, and word-of-mouth behaviors

Journal of Travel and Tourism Marketing

Volumn 26, Issue 2, 2009, Pages 180-194

  Swanson, Scott R ^a   Hsu, Maxwell K ^b  

^a UNIVERSITY OF WISCONSIN EAU CLAIRE   (United States)

^b UNIVERSITY OF WISCONSIN WHITEWATER   (United States)

Author keywords

Service failure; Service recovery; Switching; Tourism; Word of mouth

Indexed keywords

EID: 70450184407     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1080/10548400902864800     Document Type: Article

References (81)

1. Ahluwalia, R. (2000). Examination of psychological processes underlying resistance to persuasion. Journal of Consumer Research, 27 (2), 217-232.
2. Andreassen, T. W. (2001). From disgust to delight: Do customers hold a grudge? Journal of Service Research, 4(1), 39-49.
3. Armistead, C. G., Clark, G, & Stanley, P. (1995). Managing service recovery. Cranfield, UK: Cranfield School of Management.
4. Becker, C. (2000). Service recovery strategies: The impact of cultural differences. Journal of Hospitality & Tourism Research, 24 (4), 526-538.
5. Bennett, R. (1997). Anger, catharsis, and purchasing behavior following aggressive customer complaints. Journal of Consumer Marketing, 14(2), 156-172.
6. Berry, L. L. (1983). Relationship marketing. In L. L. Berry, G. L. Shostack, & G. D. Upah (Eds.), Emerging perspectives on services marketing, proceedings of services marketing conference (pp. 25-28). Chicago: American Marketing Association.
7. Berry, L. L., Parasuraman, A., & Zeithaml, V. (1994). Improving service quality in America: Lessons learned. Academy of Management Executive 8(5), 32-52.
8. Bhandari, M. S., Tsarenko, Y., & Polonsky, M. J. (2007). A proposed multi-dimensional approach to evaluating service recovery. Journal of Services Marketing, 21(3), 174-185.
9. Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994, October). Critical service encounters: The employee's viewpoint. Journal of Marketing 58, 95-105.
10. Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990, January). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71-84.
11. Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2), 185-210.
12. Bone, P. F. (1995). Word-of-mouth effects on shortterm and long-term product judgements. Journal of Business Research, 32(30), 2-20.
13. Brown, J., Broderick, A. J., & Lee, N. (2007, Summer). Word of mouth communication within online communities: Conceptualizing the online social network. Journal of Interactive Marketing, 21, 2-20.
14. Brown, J. J., & Reingen, P. H. (1987). Social ties and word-of-mouth referral behavior. Journal of Consumer Research, 14(3), 350-362.
15. Choi, S., & Mattila, A. (2008). Perceived controllability and service expectations: Influences on customer reactions following service failure. Journal of Business Research, 61(1), 24-30.
16. Chung-Herrera, B. G., Goldschmidt, N., & Hoffman, K. D. (2004). Customer and employee views of critical service incidents. Journal of Services Marketing, 18(4), 241-254.
17. Collie, T. A., Sparks, B., & Bradley, G. (2000). Investigating in interactional justice: A study of the fair process effect within a hospitality failure context. Journal of Hospitality & Tourism Research, 24(4), 448-472.
18. Cranage, D. (2004). Plan to do it right: And plan for recovery. International Journal of Contemporary Hospitality Management, 16 (4), 210-219.
19. Czepiel, J. A. (1990). Service encounters and service relationships: Implications for research. Journal of Business Research, 20 (1), 13-21.
20. Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 51 (2), 11-27.
21. Dutta, K., Venkatesh, U., & Parsa, H. G. (2007). Service failure and recovery strategies in the restaurant sector: An Indo-US comparative study. International Journal of Contemporary Hospitality Management 19(5), 351-363.
22. Folkes, V. S. (1984, March). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10, 398-409.
23. Fu, Y., & Mount, D. (2007). Hotel guests' cumulative satisfaction updating process in the context of service failure and service recovery. International Journal of Hospitality & Tourism Administration, 8(1), 77-98.
24. Garlick, R. (2005). The myth of service recovery. Lodging Hospitality 62(11), 32-34.
25. Gilbert, D., & Wong, R. (2003). Passenger expectations and airline services. Tourism Management, 24(5), 519-532.
26. Gremler, D., & Bitner, M. (1992). Classifying service encounter satisfaction across industries. In C. Allen & T. Madden (Eds.), Winter educators' conference proceedings: Marketing theory and applications (pp. 111-118). Chicago: American Marketing Association.
27. Grönroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of Business, 9, 10-13.
28. Hart, C. W. L., Heskett, J. L., & Sasser, W. E. (1990, July-August). The profitable art of service recovery. Harvard Business Review, 68 148-156.
29. Herr, P. M., Kardes, F. R., & Kim, J. (1991). Effects of word-of-mouth and product-attribute information on persuasion: An accessibility-diagnosticity perspective. Journal of Consumer Research 17(4), 454-462.
30. Hess, R., Ganesan, S., & Klein, N. (2003). Service failure and recovery: The impact of relationship factors on customer satisfaction. Marketing Science, 31(2), 127-145.
31. Hoffman, K. D., & Kelley, S. W. (2000). Perceived justice needs and recovery evaluation: A contingency approach. European Journal of Marketing, 34(3-4), 418-432.
32. Johnson, R., & Fern, A. (1999). Service recovery strategies for single and double deviation scenarios. The Services Industries Journal, 19(2), 69-82.
33. Jones, M. A., & Suh, J. (2000). Transaction-specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing, 14(2), 147-157.
34. Keaveney, S. M. (1995, April). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59, 71-89.
35. Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993, Winter). A typology of retail failures and recoveries. Journal of Retailing, 69, 429-451.
36. Kinard, B. R., & Capella, M. L. (2006). Relationship marketing: The influence of consumer involvement on perceived service benefits. Journal of Services Marketing, 20(6), 359-368.
37. Lee, J., Graefe, A. R., & Burns, R. C. (2004). Service quality, satisfaction, and behavioral intention among forest visitors. Journal of Travel & Tourism Marketing, 17(1), 73-82.
38. Lee, K., Khan, M. A., & Ko, J. (2008). A crossnational comparison of consumer perceptions of service recovery. Journal of Travel & Tourism Marketing, 24(1), 1-16.
39. Lee, Y., & Sparks, B. (2007). Appraising tourism and hospitality service failure events: A Chinese perspective. Journal of Hospitality & Tourism Research, 31(4), 504-529.
40. Lewis, B. R., & McCann, P. (2004). Service failure and recovery: Evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 16(1), 6-17.
41. Lewis, B. R., & Spyrakopoulos, S. (2001). Service failures and recovery in retail banking: The customers' perspective. International Journal of Bank Marketing, 19(1), 37-48.
42. Lin, C., Lin, I., & Lin, C. (2007). The relationship between service failures, service recovery strategies and behavioral intentions in hotel industry. The Business Review, Cambridge, 8(1), 141-147.
43. Lockshin, L., & McDougall, G. (1998). Service problems and recovery strategies: An examination of the critical incident technique in a business-tobusiness market. International Journal of Retail & Distribution Management, 26(11), 429-439.
44. Mack, R., Mueller, R., Crotts, J., & Broderick, A. (2000). Perceptions, corrections and defections: Implications for service recovery in the restaurant industry. Managing Service Quality, 10(6), 339-346.
45. Mangold, W. G., Miller, F., & Brockway, G. R. (1999). Word-of-mouth communication in the service marketplace. Journal of Services Marketing, 13(1), 73-89.
46. Mattila, A. S. (1999). An examination of factors affecting service recovery in a restaurant setting. Journal of Hospitality & Tourism Research, 23(3), 284-298.
47. Mattila, A. S. (2001). The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing, 15 (7), 583-596.
48. Maxham, J., & Netemeyer, R. (2002). A longitudinal study of complaining customers' evaluation of multiple service failures and recovery efforts. Journal of Marketing, 66(4), 55-71.
49. McCole, P. (2004). Dealing with complaints in services. International Journal of Contemporary Hospitality Management, 16(6), 345-354.
50. McColl-Kennedy, J. R., & White, T. (1997). Service provider training programs at odds with customer requirements in five-star hotels. Journal of Services Marketing, 11(4), 1-14.
51. McCollough, M. A. (2000). The effect of perceived justice and attributions regarding service failure and recovery on post-recovery customer satisfaction and service quality attitudes. Journal of Hospitality & Tourism Research, 24(4), 423-447.
52. McDougall, G. G. H., & Levesque, T. J. (1999). Waiting for service: The effectiveness of recovery strategies. International Journal of Contemporary Hospitality Management, 11(1), 6-15.
53. Michel, S. (2001). Analyzing service failures and recoveries: A process approach. International Journal of Service Industry Management, 12(1), 20-33.
54. Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service recovery: A framework and empirical investigation. Journal of Operations Management, 18, 387-400.
55. Money, R. B., Gilly, M. C., & Graham, J. L. (1998). Explorations of national culture and word-ofmouth referral behavior in the purchase of industrial services in the United States and Japan. Journal of Marketing, 62(4), 76-87.
56. Oh, H. (2003). Reexamining recovery paradox effects and impact ranges of service failure and recovery. Journal of Hospitality & Tourism Research, 27(4), 402-417.
57. Ok, C., Back, K., & Shanklin, C. W. (2005). Modeling roles of service recovery strategy: A relationshipfocused view. Journal of Hospitality & Tourism Research, 29(4), 484-507.
58. Olorunniwo, F., Hsu, M. K., & Udo, G. (2006). Service quality, customer satisfaction, and behavior intentions in the service factory. Journal of Services Marketing, 20(1), 59-72.
59. O'Neill, J. W., & Mattila, A. S. (2004). Towards the development of a lodging service recovery strategy. Journal of Hospitality & Leisure Marketing, 11(1), 51-64.
60. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985, Fall). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
61. Perreault, W. D., Jr., & Leigh, L. E. (1989). Reliability of nominal data based on qualitative judgments. Journal of Marketing Research 26, 135-148.
62. Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management, 11(7), 326-339.
63. Recovering from service failure. (2006). Strategic Direction, 22(6), 37-39.
64. Reicheld, F. F., & Sasser, W. E., Jr. (1990, September- October). Zero defections comes to services. Harvard Business Review, 63, 105-111.
65. Richins, M. L. (1983, Winter). Negative word-ofmouth by dissatisfied consumers: A pilot study. Journal of Marketing, 47, 68-78.
66. Scanlan, L., & McPhail, J. (2000). Forming service relationships with hotel business travelers: The critical attributes to improve retention. Journal of Hospitality & Tourism Research, 24(4), 491-513.
67. Singh, J. (1988, January). Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing, 52 93-117.
68. Singh, J., & Wilkes, R. E. (1996). When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates. Academy of Marketing Science, 24(4), 350-365.
69. Smith, A. K., Bolton, R. N., & Wagner, J. (1999, August). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36, 356-372.
70. Sparks, B., & Fredline, L. (2007). Providing an explanation for service failure: Context, content, and customer responses. Journal of Hospitality & Tourism Research, 31(2), 241-260.
71. Spreng, R., Harrell, D., & Mackoy, R. (1995). Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15-23.
72. Susskind, A. M. (2002). I told you so! Restaurant consumers' word-of-mouth communication. Cornell Hotel and Restaurant Administration Quarterly, 43(2), 75-85.
73. Susskind, A. M. (2004). Consumer frustration in the customer-server exchange: The role of attitudes toward complaining and informational inadequacy related to service failures. Journal of Hospitality & Tourism Research, 28(1), 21-43.
74. Susskind, A.M. (2005). A content analysis of consumer complaints, remedies, and repatronage intentions regarding dissatisfying service experiences. Journal of Hospitality & Tourism Research, 29 2), 150-169.
75. Swanson, S. R., & Davis, J. C. (2003). The relationship of differential loci with perceived quality and behavioral intentions. The Journal of Services Marketing, 17(2), 202-219.
76. Swanson, S. R., & Kelley, S. W. (2001, Fall). Attributions and outcomes of the service recovery process. Journal of Marketing Theory and Practice, 9, 50-65.
77. Thwaites, E., & Williams, C. (2006). Service recovery: A naturalistic decision-making approach. Managing Service Quality, 16(6), 641-653.
78. Tsang, N., & Qu, H. (2000). Service quality in China's hotel industry: A perspective from tourists and hotel managers. International Journal of Contemporary Hospitality Management, 12(5), 316-326.
79. Weiner, B. (1985, October). An attributional theory of achievement motivation and emotion. Psychological Review, 92, 548-573.
80. Wong, A. O. M., Dean, A. M., & White, C. J. (1999). Analyzing service quality in the hospitality industry. Managing Service Quality, 9(2), 136-143.
81. Yuksel, A., Kilinc, U. K., & Yuksel, F. (2006). Crossnational analysis of hotel customers' attitudes toward complaining and their complaining behaviors. Tourism Management, 27(1), 11-24.