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.


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.


Karin Weber, Hong Kong Polytechnic University, Hong Kong
Beverley Sparks, Griffith University, Australia


LA - Latin American Advances in Consumer Research Volume 1 | 2006

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