Publication in refereed journal
香港中文大学研究人员 ( 现职)
| Professor Robert Selden WYER JR (市场学系) |
| 许敬文教授 (市场学系) |
| 尹振英教授 (酒店及旅游管理学院) |
全文
| 数位物件识别号 (DOI) http://dx.doi.org/10.1086/659039 |
引用次数
Web of Sciencehttp://aims.cuhk.edu.hk/converis/portal/Publication/25WOS source URL
其它资讯
摘要A friendly relationship with a service provider can sometimes decrease the negative feelings that consumers experience as the result of a service failure. However, friendship is not always beneficial. When consumers focus their attention on the provider's obligation to respond to their needs, they react more negatively to a service failure when they are friends of the provider than when they have only a business relationship with him or her. When their attention is drawn to their own obligation in the relationship, however, the reverse is true. This difference is confirmed in four experiments in which the perspective from which participants imagined a service failure was activated either by unrelated experiences before being exposed to the failure or by features of the service encounter itself.
着者Wan LC, Hui MK, Wyer RS
期刊名称JOURNAL OF CONSUMER RESEARCH
出版年份2011
月份8
日期1
卷号38
期次2
出版社UNIV CHICAGO PRESS
页次260 - 277
国际标準期刊号0093-5301
电子国际标準期刊号1537-5277
语言英式英语
Web of Science 学科类别Business; BUSINESS; Business & Economics
