期刊
JOURNAL OF RETAILING AND CONSUMER SERVICES
卷 19, 期 2, 页码 211-217出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2012.01.002
关键词
Service failure; Repatronage behaviors; Discrimination
类别
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. Published by Elsevier Ltd.
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