| Creators: |
Niederberger-Kern, Maximilian and Friess, Maximilian and Schwaiger, Manfred |
| Title: |
The Role of Perceived Control After Service Failure |
| Item Type: |
Conference or Workshop Item |
| Event Title: |
(Proceedings of the) 52nd European Marketing Academy Annual Conference (EMAC) "The role of marketing in a world of the big challenges of sustainable development – bridging the B2C and B2B divide" |
| Event Location: |
Odense, Denmark |
| Event Dates: |
May, 23 - 26, 2023 |
| Projects: |
SSBI |
| Page Range: |
A2023-114535 |
| Date: |
2023 |
| Divisions: |
Wirtschaftswissenschaften |
| Abstract (ENG): |
Service providers cannot entirely prevent service failures, which is why understanding consumer responses to failures has been a long-time priority for marketing academics and practitioners. While researchers have established consumers’ perception of (un)fairness as key mechanism underlying negative responses to failures, the nonfinancial losses that lead to per-ceived unfairness remain ambiguous. Based on an online between-subjects experiment with 345 participants, we explore how service failures are associated with a loss in perceived con-trol – consumers’ perception of being able to influence a service provision into a preferred di-rection. Results show that both, process and outcome failures (vs. no failure exchanges) nega-tively relate to perceived control, which mediates the relationship between service failures and consumers’ perceived (un-)fairness. Moreover, we show that the perceived loss of control is stronger when service importance is high (vs. low). Lastly, we find that the loss of control fol-lowing failure is associated with a higher desire for control in future interactions with the ser-vice provider, linking and advancing research on unfairness perceptions and research on re-coveries. |
| Forthcoming: |
No |
| Language: |
English |
| Citation: |
Niederberger-Kern, Maximilian and Friess, Maximilian and Schwaiger, Manfred
(2023)
The Role of Perceived Control After Service Failure.
In: (Proceedings of the) 52nd European Marketing Academy Annual Conference (EMAC) "The role of marketing in a world of the big challenges of sustainable development – bridging the B2C and B2B divide", May, 23 - 26, 2023, Odense, Denmark, A2023-114535.
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