Bad Intentions: Customers’ Negative Reactions to Intentional Failures and Mitigating Conditions

نویسندگان

چکیده

Intentional service failures (e.g., overbooking or overcharging) have received little scholarly attention, despite their regular occurrence and immense costs. Using a multi-method approach combining experimental field data from online reviews, it was found that intentional (vs. unintentional) lead to greater negative word of mouth (nWOM) patronage reduction. This research extends these findings by demonstrating are less harmful when the failure is reversible irreversible) occurs at an employee firm) level. Further, while either psychological apology) monetary compensation effective in mitigating consequences level, combined recovery (psychological monetary) best solution firm Drawing on attribution theory, article unveils key role trust (as opposed justice) as mechanism explain effects intentionality customers’ nWOM

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ژورنال

عنوان ژورنال: Journal of Travel Research

سال: 2021

ISSN: ['1552-6763', '0047-2875']

DOI: https://doi.org/10.1177/00472875211044221