Service Failures in Gift Orders: the Mediating Role of Guilt
This research examines consumers’ reactions to service failures from a psychological contract perspective. We find that consumers are more dissatisfied with service failures in gift orders. We demonstrate that consumers’ perception of whether a promise is made moderates the relationship. Consumers in the gift order condition reacted more negatively to service failures when sellers make an explicit promise. Finally, we show the mediating effect of feelings of guilt.
Hua Chang and Guang-Xin Xie (2013) ,"Service Failures in Gift Orders: the Mediating Role of Guilt", in NA - Advances in Consumer Research Volume 41, eds. Simona Botti and Aparna Labroo, Duluth, MN : Association for Consumer Research.
Hua Chang, Drexel University, USA
Guang-Xin Xie, University of Massachusetts Boston, USA
NA - Advances in Consumer Research Volume 41 | 2013
Material Gifts as Relationship Mnemonics: Why More Material Gifts Are Given Than Wanted?
Adelle Xue Yang, National University of Singapore, Singapore
Minjung Koo, Sungkyunkwan University
JAEWON HWANG, Sejong University
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Lili Wang, Zhejiang University
Yanfen You, New Mexico State University, USA
Chun-Ming Yang, Ming Chuan University, Taiwan
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