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Whom do customers blame for a service failure? : Effects of thought speed on causal locus attribution
dc.contributor.author | Pacheco, Natália Araújo | pt_BR |
dc.contributor.author | Geuens, Maggie | pt_BR |
dc.contributor.author | Santos, Cristiane Pizzutti dos | pt_BR |
dc.date.accessioned | 2018-12-22T04:07:19Z | pt_BR |
dc.date.issued | 2018 | pt_BR |
dc.identifier.issn | 0969-6989 | pt_BR |
dc.identifier.uri | http://hdl.handle.net/10183/187362 | pt_BR |
dc.description.abstract | This research investigates the impact of customers’ thought speeds in a service failure setting. Fast-thinking induces not only heuristic processing, but also positive affect. As both factors predict a different outcome on whom customers blame for the failure, this study examines rival hypotheses. Findings from three experiments show that fast-thinking leads respondents to attribute failures to the service providers (i.e., showing a selfserving bias). In addition, fast-thinking also has more downstream consequences, as it negatively affects repurchase intentions and positively affects intentions to spread negative word of mouth. Therefore, service providers are encouraged to stimulate slow thought during service encounters. | en |
dc.format.mimetype | application/pdf | pt_BR |
dc.language.iso | eng | pt_BR |
dc.relation.ispartof | Journal of Retailing and Consumer Services. Amsterdam, Holanda. N. 40 (2018), p. 60-65 | pt_BR |
dc.rights | Open Access | en |
dc.subject | Thought speed | en |
dc.subject | Atributo de compra | pt_BR |
dc.subject | Confiança institucional | pt_BR |
dc.subject | Service failure | en |
dc.subject | Falhas | pt_BR |
dc.subject | Causal attributions | en |
dc.subject | Marketing de relacionamento | pt_BR |
dc.subject | Serviço de Atendimento ao Cliente (SAC) | pt_BR |
dc.subject | Servicos : Cliente : Satisfacao : Venda | pt_BR |
dc.subject | Pensamento estratégico | pt_BR |
dc.title | Whom do customers blame for a service failure? : Effects of thought speed on causal locus attribution | pt_BR |
dc.type | Artigo de periódico | pt_BR |
dc.identifier.nrb | 001079504 | pt_BR |
dc.type.origin | Estrangeiro | pt_BR |
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