When the relationships fail: A microperspective on consumer responses to service failure

Zongchao Cathy Li, Don Stacks

Research output: Contribution to journalArticle

11 Scopus citations

Abstract

This article investigated the consumer response mechanism in a service failure context. A service failure response model was introduced that incorporated emotive antecedents, a mediation process, and 4 behavioral outcomes. Data were collected via an online survey (N = 371) and further analyzed using the structural equation modeling approach. The results confirmed the service failure response model: Anger and dissatisfaction were emotive antecedents that lead to consumers’ exit, voice, and revenge responses. This process was mediated by desire for avoidance and desire for revenge.

Original languageEnglish (US)
Pages (from-to)158-175
Number of pages18
JournalJournal of Public Relations Research
Volume29
Issue number4
DOIs
StatePublished - Jul 4 2017

Keywords

  • Consumer relations
  • emotions
  • exit
  • NWOM
  • revenge
  • service failure

ASJC Scopus subject areas

  • Sociology and Political Science
  • Public Administration

Fingerprint Dive into the research topics of 'When the relationships fail: A microperspective on consumer responses to service failure'. Together they form a unique fingerprint.

  • Cite this