Sharing the responsibility for service failure with customers

The effects of informed choice and outcome foreseeability on customer loyalty and exit

David Allen Cranage, Harish Sujan, Geoffrey Godbey

Research output: Contribution to journalArticle

3 Citations (Scopus)

Abstract

Research on service management has been focused on a few strategies for retaining customer loyalty: improving service quality so that customers do not experience failure and recovering from failure, when it does occur. A third strategy is to protect against the ill effects of service failure by preemptive action. This is explored, in the research reported here, through an examination of the effects of giving customers an informed choice. Discovered is that an informed choice causes customers to share responsibility for a service failure and as a result stay more loyal and exit the service relationship less.

Original languageEnglish (US)
Pages (from-to)207-239
Number of pages33
JournalJournal of Hospitality and Leisure Marketing
Volume13
Issue number3-4
DOIs
StatePublished - Feb 15 2006

Fingerprint

Customer loyalty
Service failure
Exit
Responsibility
services
responsibility
effect
Service relationships
Service management
Service quality
service quality

All Science Journal Classification (ASJC) codes

  • Management Information Systems
  • Tourism, Leisure and Hospitality Management
  • Marketing

Cite this

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Sharing the responsibility for service failure with customers : The effects of informed choice and outcome foreseeability on customer loyalty and exit. / Cranage, David Allen; Sujan, Harish; Godbey, Geoffrey.

In: Journal of Hospitality and Leisure Marketing, Vol. 13, No. 3-4, 15.02.2006, p. 207-239.

Research output: Contribution to journalArticle

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