Service failure of intermediary service: impact of ambiguous locus of control

Bo Youn Lee, David Allen Cranage

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

The purpose of this paper is to examine the impact of ambiguous Locus of Control (LOC) on customers’ evaluations after service failures in the tourism distribution channel between intermediaries (travel agents) and suppliers (hotels). A three (Locus: ambiguity, intermediary, and supplier) × two (Severity: severe versus mild) between-subject design was employed. Findings indicate that customers’ evaluations are more negative of an intermediary (travel agent) than of a supplier (hotel) when customers do not know who is at fault. In addition, when service failure is severe, consumers who do not know who is at fault (perceiving an ambiguous LOC) are more dissatisfied with the service failure than those who know who caused the failure (perceiving a clear LOC). Furthermore, customers who served themselves (self-service; high participation) are more likely to attribute service failure to a supplier than customers who were served by an intermediary (intermediary service; low participation).

Original languageEnglish (US)
Pages (from-to)515-530
Number of pages16
JournalJournal of Travel and Tourism Marketing
Volume34
Issue number4
DOIs
StatePublished - May 4 2017

Fingerprint

Locus of control
Service failure
Intermediaries
services
tourism
Suppliers
Evaluation
Hotels
Fault
Participation
Travel agents
participation
evaluation
travel
Tourism
Distribution channels
Severity
distribution
attribute

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management
  • Marketing

Cite this

Lee, Bo Youn ; Cranage, David Allen. / Service failure of intermediary service : impact of ambiguous locus of control. In: Journal of Travel and Tourism Marketing. 2017 ; Vol. 34, No. 4. pp. 515-530.
@article{b17668ea632e4ce8a22dae05bea2566a,
title = "Service failure of intermediary service: impact of ambiguous locus of control",
abstract = "The purpose of this paper is to examine the impact of ambiguous Locus of Control (LOC) on customers’ evaluations after service failures in the tourism distribution channel between intermediaries (travel agents) and suppliers (hotels). A three (Locus: ambiguity, intermediary, and supplier) × two (Severity: severe versus mild) between-subject design was employed. Findings indicate that customers’ evaluations are more negative of an intermediary (travel agent) than of a supplier (hotel) when customers do not know who is at fault. In addition, when service failure is severe, consumers who do not know who is at fault (perceiving an ambiguous LOC) are more dissatisfied with the service failure than those who know who caused the failure (perceiving a clear LOC). Furthermore, customers who served themselves (self-service; high participation) are more likely to attribute service failure to a supplier than customers who were served by an intermediary (intermediary service; low participation).",
author = "Lee, {Bo Youn} and Cranage, {David Allen}",
year = "2017",
month = "5",
day = "4",
doi = "10.1080/10548408.2016.1208785",
language = "English (US)",
volume = "34",
pages = "515--530",
journal = "Journal of Travel and Tourism Marketing",
issn = "1054-8408",
publisher = "Routledge",
number = "4",

}

Service failure of intermediary service : impact of ambiguous locus of control. / Lee, Bo Youn; Cranage, David Allen.

In: Journal of Travel and Tourism Marketing, Vol. 34, No. 4, 04.05.2017, p. 515-530.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Service failure of intermediary service

T2 - impact of ambiguous locus of control

AU - Lee, Bo Youn

AU - Cranage, David Allen

PY - 2017/5/4

Y1 - 2017/5/4

N2 - The purpose of this paper is to examine the impact of ambiguous Locus of Control (LOC) on customers’ evaluations after service failures in the tourism distribution channel between intermediaries (travel agents) and suppliers (hotels). A three (Locus: ambiguity, intermediary, and supplier) × two (Severity: severe versus mild) between-subject design was employed. Findings indicate that customers’ evaluations are more negative of an intermediary (travel agent) than of a supplier (hotel) when customers do not know who is at fault. In addition, when service failure is severe, consumers who do not know who is at fault (perceiving an ambiguous LOC) are more dissatisfied with the service failure than those who know who caused the failure (perceiving a clear LOC). Furthermore, customers who served themselves (self-service; high participation) are more likely to attribute service failure to a supplier than customers who were served by an intermediary (intermediary service; low participation).

AB - The purpose of this paper is to examine the impact of ambiguous Locus of Control (LOC) on customers’ evaluations after service failures in the tourism distribution channel between intermediaries (travel agents) and suppliers (hotels). A three (Locus: ambiguity, intermediary, and supplier) × two (Severity: severe versus mild) between-subject design was employed. Findings indicate that customers’ evaluations are more negative of an intermediary (travel agent) than of a supplier (hotel) when customers do not know who is at fault. In addition, when service failure is severe, consumers who do not know who is at fault (perceiving an ambiguous LOC) are more dissatisfied with the service failure than those who know who caused the failure (perceiving a clear LOC). Furthermore, customers who served themselves (self-service; high participation) are more likely to attribute service failure to a supplier than customers who were served by an intermediary (intermediary service; low participation).

UR - http://www.scopus.com/inward/record.url?scp=84983499612&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=84983499612&partnerID=8YFLogxK

U2 - 10.1080/10548408.2016.1208785

DO - 10.1080/10548408.2016.1208785

M3 - Article

AN - SCOPUS:84983499612

VL - 34

SP - 515

EP - 530

JO - Journal of Travel and Tourism Marketing

JF - Journal of Travel and Tourism Marketing

SN - 1054-8408

IS - 4

ER -