When Excuses Backfire: the Ironic Effect of Excuses on Consumer Perceptions

We study the role of a noncontroversial service recovery strategy–providing an excuse–and show that excuses decrease satisfaction after minor failures. We also identify the underlying process, and delineate boundary conditions.



Citation:

Elise Chandon Ince, Rajesh Bagchi, and Nora Moran (2012) ,"When Excuses Backfire: the Ironic Effect of Excuses on Consumer Perceptions", in NA - Advances in Consumer Research Volume 40, eds. Zeynep Gürhan-Canli, Cele Otnes, and Rui (Juliet) Zhu, Duluth, MN : Association for Consumer Research, Pages: 673-674.

Authors

Elise Chandon Ince, Virginia Tech, USA
Rajesh Bagchi, Virginia Tech, USA
Nora Moran, Virginia Tech, USA



Volume

NA - Advances in Consumer Research Volume 40 | 2012



Share Proceeding

Featured papers

See More

Featured

F6. Can CSR Save a Firm From a Crisis? A Role of Gratitude in the Buffering Effect of CSR on Consumer Vindictive Behavior.

Junghyun Kim, NEOMA Business School
Taehoon Park, University of South Carolina, USA
Myungsuh Lim, Sangji University

Read More

Featured

Q2. Why do Kids Love Watching Unboxing Videos? Understanding The Motivations of Children to Consume Unboxing Toy Videos

Teresa Trevino, Universidad de Monterrey
Mariela Coronel, UDEM
Valeria Martínez, UDEM
Ivanna Martínez, UDEM
Daniela Kuri, UDEM

Read More

Featured

P2. The Upside of Myopic Loss Aversion

Daniel Wall, Carnegie Mellon University, USA
Gretchen Chapman, Carnegie Mellon University, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.