{"title":"Consumers' Complaints: Causal attribution and moral emotions in service failures","authors":"L. M. G. D. S. Neves, Fabio Iglesias","doi":"10.51359/2526-7884.2022.251446","DOIUrl":null,"url":null,"abstract":"Purpose: This research investigated consumers’ reactions to service failures, based on Weiner’s attribution theory, by simulating two situations: a teacher that is late to class and a delay in a course registration service.Method: Students at an educational service (n = 388) responded to four versions of scenarios, combining external and internal causes with teacher delay and enrollment problems.Findings: Factor analyzes inductively reflected the theoretical organization of the model: Negative Behavior, Positive Reactions, Internal Attributions, and Negative Emotions. Internal causes led to internal attributions, negative emotions and negative behaviors. Originality: The central role of moral emotions on the attitude towards complaining behavior is discussed, as well as the importance of implementing simple and low-cost managerial measures to improve the quality of care service.","PeriodicalId":291849,"journal":{"name":"CBR - Consumer Behavior Review","volume":"49 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2022-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"CBR - Consumer Behavior Review","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.51359/2526-7884.2022.251446","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
Purpose: This research investigated consumers’ reactions to service failures, based on Weiner’s attribution theory, by simulating two situations: a teacher that is late to class and a delay in a course registration service.Method: Students at an educational service (n = 388) responded to four versions of scenarios, combining external and internal causes with teacher delay and enrollment problems.Findings: Factor analyzes inductively reflected the theoretical organization of the model: Negative Behavior, Positive Reactions, Internal Attributions, and Negative Emotions. Internal causes led to internal attributions, negative emotions and negative behaviors. Originality: The central role of moral emotions on the attitude towards complaining behavior is discussed, as well as the importance of implementing simple and low-cost managerial measures to improve the quality of care service.