Negative Spillover Effects of Other-Customer Failure in Airline Context

• 발행기관: 한국유통과학회
• 저자명: Mi Jeong Kim Chul Ju Park Jae Sung Park
• 간행물 정보: 『유통과학연구(JDS)』제15권 제1호, 15~20쪽, 전체 6쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2017.01.30

영문 초록

Purpose - Other customers within the same service environment do influence a customer’ attitude and behavior toward a service firm. Specially, other customers’ misbehaviour and various service problems stemmed from them could make the other customers suffer some bad experiences. However, there are few studies to answer how the spillover effect of a service failure arisen from other customers‘ misbehavior. This study is aimed to examine how service failure due to the dysfunctional behavior of other customers has negative effects on customer evaluation with the service provider. Research design, data, and methodology - Data were collected from a survey based on consumers’ retrospective experiences in airline service context. The hypothesized relationships were tested conducting structural equation modeling. Results - Our results show that the attribution of a firm responsibility for other-customer failure has a positive influence on customer’s recovery expectation, in turn, it is negatively related to customer satisfaction. Furthermore, perceived service provider’s efforts positively influence customer satisfaction. Conclusions - Although a service failure was caused by other customer’s misbehavior, employees should be able to alleviate any bad feelings of the affected customers. Furthermore, service providers should provide proper recovery efforts for solving problems caused by the other customers for the wounded customers.

목차

Abstract

1. Introduction

2. Research Background and Hypotheses

3. Methodology

4. Results

5. Discussion

References

키워드

Other-Customer’s Misbehavior Other-Customer Failure Responsibility Attribution