Service quality: The impact of frequency, timing, proximity, and sequence of failures and delights

Journal of Marketing

Volumn 78, Issue 1, 2014, Pages 41-58

  Sivakumar, K ^a   Li, Mei ^b   Dong, Beibei ^a  

^a LEHIGH UNIVERSITY   (United States)

^b UNIVERSITY OF NOTRE DAME   (United States)

Author keywords

Mental accounting; Prospect theory; Service delight; Service failure; Service quality

Indexed keywords

EID: 84893072012     PISSN: 00222429     EISSN: 15477185     Source Type: Journal    
DOI: 10.1509/jm.12.0527     Document Type: Article

References (81)

1. Anderson, Eugene W. and Mary W. Sullivan (1993), "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, 12 (2), 125-43.
2. Anderson, Rolph E. (1973), "Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance," Journal of Marketing Research, 10 (February), 38-44.
3. Arnold, Mark J., Kristy E. Reynolds, Nicole Ponder, and Jason E. Lueg (2005), "Customer Delight in a Retail Context: Investi gating Delightful and Terrible Shopping Experiences," Journal of Business Research, 58 (8), 1132-45.
4. Arnould, Eric J. and Linda L. Price (1993), "River Magic: Extraordinary Experience and the Extended Service Encounter," Journal of Consumer Research, 20 (1), 24-45.
5. Barnes, Donald C., Michelle Bednarz Beauchamp, and Cynthia Webster (2010), "To Delight, or Not to Delight? This Is the Question Service Firms Must Address," Journal of Marketing Theory and Practice, 18 (3), 295-303.
6. - -, Nicole Ponder, and Kranti Dugar (2011), "Investigating the Key Routes to Customer Delight," Journal of Marketing Theory and Practice, 19 (4), 359-75.
7. Bell, Chip R. and Ron E. Zemke (1987), "Service Breakdown: The Road to Recovery," Management Review, 76 (10), 32-35.
8. Bettman, James R. and C. Whan Park (1980), "Effects of Prior Knowledge and Experience and Phase of the Choice Process on Consumer Decision Processes: A Protocol Analysis," Journal of Consumer Research, 7 (3), 234-48.
9. Bitner, Mary Jo, Bernard H. Booms, and Mary Stanfield Tetreault (1990), "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing, 54 (January), 71-84.
10. Bolton, Ruth N. and James H. Drew (1991), "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, 17 (4), 375-84.
11. - -, Katherine N. Lemon, and Matthew Bramlett (2006), "The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers," Management Science, 52 (12), 1811-23.
12. Boulding, William, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml (1993), "A Dynamic Process Model of Service Quality: From Expectations to Intentions," Journal of Marketing Research, 30 (February), 7-27.
13. Bunker, Matthew P. and Matthew S. Bradley (2007), "Toward Understanding Customer Powerlessness: Analysis of an Internet Complaint Site," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 20 (January), 54-71.
14. Cadotte, Ernest R., Robert B. Woodruff, and Roger L. Jenkins (1987), "Expectations and Norms in Models of Consumer Satisfaction," Journal of Marketing Research, 24 (August), 305-314.
15. Carlson, Bruce W. (1990), "Anchoring and Adjustment in Judgments Under Risk," Journal of Experimental Psychology: Learning, Memory, and Cognition, 16 (4), 665-76.
16. Chase, Richard B. and David A. Tansik (1983), "The Customer Contact Model for Organization Design," Management Science, 29 (9), 1037-50.
17. Choi, Sunmee and Anna S. Mattila (2008), "Perceived Controllability and Service Expectation: Influences on Customer Reactions Following Service Failure," Journal of Business Research, 61 (1), 24-30.
18. Chuang, Shih-Chieh, Yin-Hui Cheng, Chai-Jung Chang, and Shun-Wen Yang (2012), "The Effect of Service Failure Types and Service Recovery on Customer Satisfaction: A Mental Accounting Perspective," Service Industries Journal, 32 (2), 257-71.
19. Danaher, Peter J. and Jan Mattsson (1994), "Cumulative Encounter Satisfaction in the Hotel Conference Process," International Journal of Service Industry Management, 5 (4), 72-84.
20. - - and - - (1998), "A Comparison of Service Delivery Processes of Different Complexity," International Journal of Service Industry Management, 9 (1), 48-63.
21. Dion, Paul A., Rajshekhar G. Javalgi, and Janet Dilorenzo-Aiss (1998), "An Empirical Assessment of the Zeithaml, Berry and Parasuraman Service Expectations Model," Service Industries Journal, 18 (4), 66-86.
22. Dube-Rioux, Laurette, Bernd H. Schmitt, and France Leclerc (1988), "Consumers' Reactions to Waiting: When Delays Affect the Perception of Service Quality," in Advances in Consumer Research, Vol. 16, Thomas K. Srull, ed. Provo, UT: Association for Consumer Research, 59-63.
23. Epley, Nicholas, Boaz Keysar, Thomas Gilovich, and Leaf Van Boven (2004), "Perspective Taking as Egocentric Anchoring and Adjustment," Journal of Personality and Social Psychology, 87 (3), 327-39.
24. Finn, Adam (2005), "Reassessing the Foundations of Customer Delight," Journal of Service Research, 8 (2), 103-116.
25. - - (2012), "Customer Delight: Distinct Construct or Zone of Nonlinear Response to Customer Satisfaction?" Journal of Service Research, 15 (1), 99-110.
26. Furnham, Adrian and Hua Chu Boo (2011), "A Literature Review of the Anchoring Effect," Journal of Socio-Economics, 40 (1), 35-42.
27. Harris, Katherine E., Dhruv Grewal, Lois A. Mohr, and Kenneth L. Bernhardt (2006), "Consumer Responses to Service Recovery Strategies: The Moderating Role of Online Versus Offline Environment," Journal of Business Research, 59 (4), 425-31.
28. - -, Lois A. Mohr, and Kenneth L. Bernhardt (2006), "Online Service Failure, Consumer Attributions and Expectations," Journal of Services Marketing, 20 (7), 453-58.
29. Herbst, Robert (2010), "Airline Data and Analysis: Airline Changes from 2000-2009," AirlineFinancials.com, (accessed August 30, 2013), [available at http://www.airlinefinancials.com/Airline-Analysis-pre-911.html].
30. Hoffman, K. Douglas, Scott W. Kelley, and Holly M. Rotalsky (1995), "Tracking Service Failures and Employee Recovery Efforts," Journal of Services Marketing, 9 (2), 49-61.
31. Iacobucci, Dawn, Kent A. Grayson, and Amy L. Ostrom (1994), "The Calculus of Service Quality and Customer Satisfaction: Theoretical and Empirical Differentiation and Integration," in Advances in Services Marketing and Management, Vol. 3, T.A. Swartz, D.E. Bowen, and S.W. Brown, eds. Greenwich, CT: JAI Press, 1-68.
32. Johnston, Robert and Adrian Fern (1999), "Service Recovery Strategies for Single and Double Deviation Scenarios," Service Industries Journal, 19 (2), 69-82.
33. Kahneman, Daniel and Amos Tversky (1979), "Prospect Theory: An Analysis of Decisions Under Risk," Econometrica, 47 (2), 263-91.
34. Keaveney, Susan M. (1995), "Customer Switching Behavior in Service Industries: An Exploratory Study," Journal of Marketing, 59 (April), 71-82.
35. Kelley, Harold H. (1967), "Attribution Theory in Social Psychology," in Nebraska Symposium on Motivation, D. Levine, ed. Lincoln: University of Nebraska Press, 192-238.
36. Kirmani, Amna and Akshay R. Rao (2000), "No Pain, No Gain: A Critical Review of the Literature on Signaling Unobservable Product Quality," Journal of Marketing, 64 (April), 66-79.
37. Kotler, Philip and Gary Armstrong (2013), Principles of Marketing, 15th ed. Upper Saddle River, NJ: Prentice Hall.
38. Loewenstein, George F. and Dražen Prelec (1993), "Preferences for Sequences of Outcomes," Psychological Review, 100 (1), 91-108.
39. Maxham, James G., III, and Richard G. Netemeyer (2003), "A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts," Journal of Marketing, 66 (October), 57-71.
40. Mazumdar, Tridib, S.P. Raj, and Indrajit Sinha (2005), "Reference Price Research: Review and Propositions," Journal of Marketing, 69 (October), 84-102.
41. McColl-Kennedy, Janet R., Catherine S. Daus, and Beverly A. Sparks (2003), "The Role of Gender in Reactions to Service Failure and Recovery," Journal of Service Research, 6 (1), 66-82.
42. McCollough, Michael A., Leonard L. Berry, and Manjit S. Yadav (2000), "An Empirical Investigation of Customer Satisfaction After Service Failure Recovery," Journal of Service Research, 3 (2), 121-37.
43. McElroy, Todd and Keith Dowd (2007), "Action Orientation, Consistency and Feelings of Regret," Judgment and Decision Making, 2 (6), 333-41.
44. Mishra, Debi Prasad, Jan B. Heide, and Stanton G. Cort (1998), "Information Asymmetry and Levels of Agency Relationships," Journal of Marketing Research, 35 (August), 277-95.
45. Mittal, Vikas, William T. Ross Jr., and Patrick M. Baldasare (1998), "The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions," Journal of Marketing, 62 (January), 33-47.
46. Nerlove, Marc (1958), "Adaptive Expectations and the Cobweb Phenomena," Quarterly Journal of Economics, 72 (2), 227-40.
47. Oliver, Richard L. (1980), "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions," Journal of Marketing Research, 17 (November), 460-69.
48. - - (1981), "Measurement and Evaluation of Satisfaction Processes in Retail Settings," Journal of Retailing, 57 (3), 25-48.
49. - - and Raymond R. Burke (1999), "Expectation Process in Satisfaction Formation," Journal of Service Research, 1 (3), 196-214.
50. - -, Roland T. Rust, and Sajiv Varki (1997), "Customer Delight: Foundations, Findings, and Managerial Insight," Journal of Retailing, 73 (3), 311-36.
51. Olson, Jerry and Philip Dover (1979), "Disconfirmation of Consumer Expectations Through Product Trial," Journal of Applied Psychology, 64 (2), 179-89.
52. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1985), "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, 49 (Autumn), 41-50.
53. - -, - -, and - - (1988), "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, 64 (1), 12-40.
54. - -, - -, and - - (1994), "Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research," Journal of Marketing, 58 (January), 111-24.
55. Pieters, Rik, Kitty Koelemeijer, and Henk Roest (1995), "Assimilation Processes in Service Satisfaction Formation," International Journal of Service Industry Management, 6 (3), 17-33.
56. Plutchik, Robert (1980), Emotion: A Psychoevolutionary Synthesis. New York: Harper and Row.
57. Roggeveen, Anne L., Michael Tsiros, and Dhruv Grewal (2012), "Understanding the Co-Creation Effect: When Does Collaborating with Customers Provide a Lift to Service Recovery?" Journal of the Academy of Marketing Science, 40 (6), 771-90.
58. Ross, William T., Jr., and Itamar Simonson (1991), "Evaluations of Pairs of Experiences: A Preference for Happy Endings," Journal of Behavioral Decision Making, 4 (4), 273-82.
59. Rust, Roland T., J. Jeffrey Inman, Jianmin Jia, and Anthony Zahorik (1999), "What You Don't Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions," Marketing Science, 18 (1), 77-92.
60. - - and Richard L. Oliver (2000), "Should We Delight the Customer?" Journal of the Academy of Marketing Science, 28 (1), 86-94.
61. - -, Anthony J. Zahorik, and Timothy L. Keiningham (1995), "Return on Quality (ROQ): Making Service Quality Financially Accountable," Journal of Marketing, 59 (April), 58-70.
62. Smith, Amy K. and Ruth N. Bolton (1998), "An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?" Journal of Service Research, 1 (1), 65-81.
63. - - and - - (2002), "The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments," Journal of the Academy of Marketing Science, 30 (1), 5-27.
64. - -, - -, and Janet Wagner (1999), "A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery," Journal Marketing Research, 36 (August), 356-72.
65. Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran (1998), "Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing," Journal of Marketing, 62 (April), 60-76.
66. Taylor, Shirley (1994), "Waiting for Service: The Relationship Between Delays and Evaluations of Service," Journal of Marketing, 54 (April), 56-69.
67. Teas, R. Kenneth and James C. McElroy (1986), "Causal Attributions and Expectancy Estimates: A Framework for Understanding the Dynamics of Salesforce Motivation," Journal of Marketing, 50 (January), 75-86.
68. Thaler, Richard H. (1985), "Mental Accounting and Consumer Choice," Marketing Science, 4 (3), 199-214.
69. Thorndike, Edward L. (1914), The Psychology of Learning. New York: Teachers College.
70. Tversky, Amos and Daniel Kahneman (1974), "Judgment Under Uncertainty: Heuristics and Biases," Science, 185 (4157), 1124-31.
71. Vargo, Stephen L. and Robert F. Lusch (2004), "Evolving to a New Dominant Logic for Marketing," Journal of Marketing, 68 (January), 1-17.
72. Wansink, Brian, Robert J. Kent, and Stephen J. Hoch (1998), "An Anchoring and Adjustment Model of Purchase Quantity Decisions," Journal of Marketing Research, 35 (February), 71-81.
73. Webster, Cynthia and D.S. Sundaram (1998), "Service Consumption Criticality in Failure Recovery," Journal of Business Research, 41 (2), 153-59.
74. Weiner, Bernard (1980), Human Motivation. New York: Holt, Rinehart and Winston.
75. Weun, Seungoog, Sharon E. Beatty, and Michael A. Jones (2004), "The Impact of Service Failure Severity on Service Recovery Evaluations and Post-Recovery Relationships," Journal of Services Marketing, 18 (2), 133-46.
76. Winer, Russell S. (1986), "A Reference Price Model of Brand Choice for Frequently Purchased Products," Journal of Consumer Research, 13 (2), 250-56.
77. Wu, Cou-Chen and Yu Husan Lo (2012), "Customer Reactions to Encountering Consecutive Service Failures," Journal of Consumer Behavior, 11 (3), 217-24.
78. Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1993), "The Nature and Determinants of Customer Expectations of Service," Journal of the Academy of Marketing Science, 21 (1), 1-12.
79. - -, - -, and - - (1996), "The Behavioral Consequences of Service Quality," Journal of Marketing, 60 (April), 3l-46.
80. - -, Mary Jo Bitner, and Dwayne D. Gremler (2012), Services Marketing: Integrating Customer Focus Across the Firm, 6th ed. New York: McGraw-Hill.
81. Zhu, Zhen, K. Sivakumar, and A. Parasuraman (2004), "A Mathematical Model of Service Failure and Recovery Strategies," Decision Sciences, 35 (3), 493-525.