Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1029112 | Journal of Retailing and Consumer Services | 2012 | 7 Pages |
Abstract
This research investigates the role of social context at the time of a service failure. The negativity of the service failure has the potential to escalate when consumers who are part of a traditionally stigmatized group believe the service failure to be a purposeful event brought on by physically observable differences in appearance. A small exploratory study and two large scale data collections are conducted to validate a measure of transaction specific attributions of discrimination (TSAD) to enhance our understanding of the issue. The moderating effect of TSAD is demonstrated on repatronage intentions to the service firm.
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Social Sciences and Humanities
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Authors
Thomas L. Baker, Tracy Meyer,