Department of Marketing
When will customers care about service failures that happened to strangers? the role of personal similarity and regulatory focus and its implication on service evaluation
This paper examines an interesting research question: how does a service failure that happen to a stranger customer influence an observing customer's service evaluation? Drawing on the defensive attribution theory and regulatory focus theory, we argue that an observing customer will attribute more (vs. less) blame to the company if the customer involved in the undesirable incident is personally similar (vs. not similar) to him/her. These attributions, in turn, will influence the observing customers to form a negative evaluation on service quality of the company. More importantly, a prevention-focused tendency will intensify the negative impact of personal similarity on service evaluation. Results from two experiments confirmed the hypotheses. © 2010 Elsevier Ltd.
Attribution, Personal similarity, Regulatory focus, Service failures
Source Publication Title
International Journal of Hospitality Management
Wan, Lisa C., Elisa K.Y. Chan, and Lei Su. "When will customers care about service failures that happened to strangers? the role of personal similarity and regulatory focus and its implication on service evaluation." International Journal of Hospitality Management 30.1 (2011): 213-220.