Silent Voices: Nonbehavioral Reactions to Service Failures

Heejung Ro, Anna S. Mattila

Research output: Contribution to journalArticle

6 Citations (Scopus)

Abstract

Past research has focused on complainers and their behavioral responses to service failures, yet research on “silent voices” or noncomplainers is scant. To bridge that gap, this study investigates two types of nonbehavioral dissatisfaction responses, namely loyalty and neglect. The study results, based on 177 noncomplainers in restaurant, auto-repair, and medical services, indicate that a higher emotional bonding leads customers to choose loyalty over neglect. Also, return intentions were higher for loyalty than neglect in restaurant and auto-repair contexts but they were not different in the medical services context. The implications for service managers and researchers are discussed.

Original languageEnglish (US)
Pages (from-to)95-111
Number of pages17
JournalServices Marketing Quarterly
Volume36
Issue number2
DOIs
StatePublished - Apr 3 2015

Fingerprint

Neglect
Service failure
Loyalty
Medical services
Repair
Restaurants
Emotion
Behavioral response
Dissatisfaction
Managers

All Science Journal Classification (ASJC) codes

  • Business, Management and Accounting (miscellaneous)

Cite this

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Silent Voices : Nonbehavioral Reactions to Service Failures. / Ro, Heejung; Mattila, Anna S.

In: Services Marketing Quarterly, Vol. 36, No. 2, 03.04.2015, p. 95-111.

Research output: Contribution to journalArticle

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