Is My Failure Your Problem?: Examining Carryover Effects of Prior Consumer Failure on Customer Satisfaction

Matthew J. Hall, University of Nebraska-Lincoln, USA
Jamie D. Hyodo, University of Nebraska-Lincoln, USA
Consumers often attempt and fail a task before calling a professional. We explore the impact of said failure on satisfaction with subsequent service provision. Four studies find that mindset and self-efficacy qualify positive responses to post-failure service offerings, with shame identified as a key mediating process.
[ to cite ]:
Matthew J. Hall and Jamie D. Hyodo (2017) ,"Is My Failure Your Problem?: Examining Carryover Effects of Prior Consumer Failure on Customer Satisfaction", in NA - Advances in Consumer Research Volume 45, eds. Ayelet Gneezy, Vladas Griskevicius, and Patti Williams, Duluth, MN : Association for Consumer Research, Pages: 650-651.