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Publication Detailed Description
Would you try it again? Dual effects of customer mindfulness on service recovery
Journal Title
Journal of Retailing and Consumer Services
Year (definitive publication)
2023
Language
English
Country
United States of America
More Information
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Abstract
Service failures have a negative impact on customer experience. Research in the field has looked for ways to reduce this negative impact, but little is known about the role of customer mindfulness in this context. Two quantitative scenario-based studies () were conducted. Study 1 (experimental, between-subject design) showed that mindfulness moderates the relationship between attributions of benevolence and post-purchase intention (i.e., stronger effects for low mindful customers). Study 2 (follow-up, within-subject design) showed that the level of customer mindfulness is positively associated with a preference for explanation as a service recovery tactic. This research highlights the dual effects (positive vs. negative) of customer mindfulness in the context of service failure.
Acknowledgements
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Keywords
Double deviation,Benevolence,Service failure,Post-purchase intention
Fields of Science and Technology Classification
- Economics and Business - Social Sciences
Funding Records
| Funding Reference | Funding Entity |
|---|---|
| UIDB/DES/00711/2020 | Fundação para a Ciência e a Tecnologia |
| UIDB/00006/2020 | Fundação para a Ciência e a Tecnologia |
Contributions to the Sustainable Development Goals of the United Nations
With the objective to increase the research activity directed towards the achievement of the United Nations 2030 Sustainable Development Goals, the possibility of associating scientific publications with the Sustainable Development Goals is now available in Ciência-IUL. These are the Sustainable Development Goals identified by the author(s) for this publication. For more detailed information on the Sustainable Development Goals, click here.
