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首页> 外文期刊>Journal of Business Research >Perceived controllability and service expectations: Influences on customer reactions following service failure
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Perceived controllability and service expectations: Influences on customer reactions following service failure

机译：可感知的可控制性和服务期望：服务失败后对客户反应的影响

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Endeavors to address issues surrounding service failure have centered mainly on the topic of service recovery. In particular, perceived fairness and organizational responses to service failures are highly popular topics in the literature. Yet the vast majority of customers fail to voice their dissatisfaction to the firm. Consequently, it is important to understand how consumers process service failures regardless of the recovery outcome. This study examines the impact of perceived controllability over service failures and service quality expectations on customer reactions to those failures. Findings indicate that customers react quite negatively when they believe the service firm could have easily prevented the failure. Conversely, when customers feel partly responsible for the failure or are ambiguous about its cause, the negative effects of poor performance are somewhat mitigated. Finally, high service quality expectations also buffer the firm from the negativity effect. Managerial implications of these findings are briefly discussed.
机译：解决围绕服务故障的问题的努力主要集中在服务恢复主题上。特别是，对服务故障的感知公正性和组织响应是文献中的热门话题。然而，绝大多数客户未能表达对公司的不满。因此，重要的是要了解消费者如何处理服务故障而不管恢复结果如何。这项研究检查了对服务故障的感知可控性和服务质量期望对客户对这些故障的反应的影响。调查结果表明，当客户认为服务公司可以轻松防止出现故障时，他们会做出负面反应。相反，当客户对失败负有部分责任或对失败的原因含糊不清时，就会降低性能不佳的负面影响。最后，较高的服务质量期望也使公司免受负面影响。简要讨论了这些发现的管理意义。

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