کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1017293 940296 2013 8 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Do customer relationships mitigate or amplify failure responses?
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری کسب و کار و مدیریت بین المللی
پیش نمایش صفحه اول مقاله
Do customer relationships mitigate or amplify failure responses?
چکیده انگلیسی

Service failures can have a damaging impact on company profitability. Prior research demonstrates that robust relationships with customers may mitigate the negative impact of a service failure on behavioral outcome variables, such as repatronage intentions and word-of-mouth. Yet other research finds that customer relationships may actually intensify this negative impact on word-of-mouth and complaining. In earlier research, customers' relationships with service marketers are conceptualized as a uni-dimensional construct ranging from a low level of intensity to high intensity. This research demonstrates that a two-dimensional conceptualization of customers' relationships with service marketers—the Personality-Relatedness and Reciprocity (PRR) framework (Kaltcheva and Parasuraman, 2009)—can account for the seemingly discrepant results in the literature. This article leads to the formulation of a framework—the PRR-Failure Control framework—that links customer relationship strategies to failure control solutions.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Business Research - Volume 66, Issue 4, April 2013, Pages 525–532
نویسندگان
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