Providing an explanation for service failure: context, content, and customer responses

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Title Providing an explanation for service failure: context, content, and customer responses
Author Sparks, Beverley; Fredline, Elizabeth Doris
Journal Name Journal of Hospitality & Tourism Research
Editor Professor Kaye Chon
Year Published 2007
Place of publication United States
Publisher Sage Publications, Inc.
Abstract This study investigated the role of explanations or accounts in mitigating the impact of service failure on customer satisfaction and loyalty in a hospitality context. The study used a between-groups experimental design with different scenarios, which were presented to a sample of experienced hotel customers via a postal survey. The scenarios differed in terms of the severity of the service failure, the type of explanation (referential or justification) and the thoroughness of the explanation. The results suggest that referential explanations were associated with higher levels of satisfaction and loyalty than justifications, when the service failure was severe. Evidence was also found that account adequacy was an important mediator for the effect of thoroughness on satisfaction.
Peer Reviewed Yes
Published Yes
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Copyright Statement Copyright 2007 SAGE Publications. Please refer to the journal link for access to the definitive, published version.
Volume 31
Issue Number 2
Page from 241
Page to 260
ISSN 1096-3480
Date Accessioned 2007-09-17
Language en_AU
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Subject PRE2009-Hospitality Management
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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