Joana Boesche Tomazelli, Simoni F. Rohden, Lélis Balestrin Espartel
{"title":"The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior","authors":"Joana Boesche Tomazelli, Simoni F. Rohden, Lélis Balestrin Espartel","doi":"10.1007/s11628-024-00556-0","DOIUrl":null,"url":null,"abstract":"<p>This study examines how construal levels affect the acceptability of dysfunctional customer behavior following service failure in restaurants. Across three experimental studies with online panel respondents (<i>n</i> = 555), we found that consumers feeling psychologically close to service providers are less likely to deem deviant actions acceptable. This stems from the trust they place in socially close service providers and their perceptions of failure controllability. Additionally, anticipated guilt plays a pivotal role in reducing the acceptability of dysfunctional behavior, particularly when seen as opportunistic. Our findings have implications for both academics and managers in understanding and addressing customer behavior post-service failures.</p>","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"163 1","pages":""},"PeriodicalIF":4.4000,"publicationDate":"2024-03-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Service Business","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1007/s11628-024-00556-0","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 0
Abstract
This study examines how construal levels affect the acceptability of dysfunctional customer behavior following service failure in restaurants. Across three experimental studies with online panel respondents (n = 555), we found that consumers feeling psychologically close to service providers are less likely to deem deviant actions acceptable. This stems from the trust they place in socially close service providers and their perceptions of failure controllability. Additionally, anticipated guilt plays a pivotal role in reducing the acceptability of dysfunctional behavior, particularly when seen as opportunistic. Our findings have implications for both academics and managers in understanding and addressing customer behavior post-service failures.
期刊介绍：
The mission of Service Business is to be an outlet for the most advanced research in business related to the service sector. The journal is designed to be international and multidisciplinary. Service Business focuses on business research for the service sector and provides a means of communication for those working in the business field of service and service industries irrespective of discipline, functional area, sector or nationality. Service Business is a journal for issues related to business in the service sector of the economy, focusing on both the profit and non-profit areas of the sector. Authors share their experiences in developing, implementing, and evaluating their business decisions and strategies and explore not only the latest research and methodologies in the field, but also examine the theoretical and managerial implications, and future research opportunities in service sector. An editorial review board of leading international scholars and practitioners assures content which encompasses rigorous conceptual and empirical papers, practice-oriented papers, teaching-oriented papers, special issues, case studies, book reviews, and conference reports. Every article published in the SB is subject to a double blind review process to ensure its relevance and quality.
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