Service Failure Events: Understanding the Flow of Effects in a Multiple Service Provider Setting

Service failure and recovery (SF/R) in strategic alliance settings are the focus of this research. The area of service failure and recovery has recently received considerable research attention (Smith, Bolton & Wagner, 1999; Sparks & McColl-Kennedy, 2001; Tax, Brown & Chandrashekaran, 1998) due to their critical impacts on customer satisfaction (McCoullough, Berry & Yadav, 2000), word-of-mouth(Blodgett, Hill & Tax, 1997) and repeat purchase intentions (Keaveney, 1995). However, thus far research has been limited to investigate the effects of SF/R on a customer’s evaluation in which one organization was the sole service provider. Consequently, current research has ignored the impacts of SF/R in situations in which two or more service providers are closely linked in the provision of services to the customer by means of an alliance.

Citation:

Karin Weber and Beverley Sparks (2006) ,"Service Failure Events: Understanding the Flow of Effects in a Multiple Service Provider Setting", in LA - Latin American Advances in Consumer Research Volume 1, eds. Silvia Gonzalez and David Luna, Duluth, MN : Association for Consumer Research, Pages: 77-78.