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    National Tsing Hua University Institutional Repository > 科技管理學院  > 服務科學研究所 > 期刊論文 >  The Impacts of Customer Participation and Service Expectation on Causal Attributions Following Service Failure

    Please use this identifier to cite or link to this item: http://nthur.lib.nthu.edu.tw/dspace/handle/987654321/61622

    Title: The Impacts of Customer Participation and Service Expectation on Causal Attributions Following Service Failure
    Authors: Yen, H.R.;Gwinner;P. K.;Su, W
    教師: 嚴秀茹
    Date: 2004
    Publisher: MCB UP Ltd
    Relation: International Journal of Service Industry Management,15(1),7-26
    Keywords: Customers
    Service failures
    Service quality assurance
    Abstract: This study explores the impact of two factors that are prominent in the service literature: customer participation and service expectation. Owing to the interactive nature of services, customers often participate in the co-production of the service. In addition, customers normally enter into the service with certain expectations regarding the level of service they are likely to receive. The survey argues that the participative roles adopted by customers in service specification and delivery and their pre-encounter service expectations influence how customers attribute the causes of service failure. Finally, the implications from the findings are discussed and directions for future research are provided. The effect of emotional response caused by a service failure on locus attributions remains to be further investigated.
    URI: http://nthur.lib.nthu.edu.tw/dspace/handle/987654321/61622
    Appears in Collections:[服務科學研究所] 期刊論文

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