Details

Autor(en) / Beteiligte

• Tomazelli, Joana Boesche
• Rohden, Simoni F.
• Espartel, Lélis Balestrin

Titel

The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior

Ist Teil von

• Service business, 2024-03, Vol.18 (1), p.133-159

Ort / Verlag

Berlin/Heidelberg: Springer Berlin Heidelberg

Erscheinungsjahr

2024

Link zum Volltext

Quelle

Alma/SFX Local Collection

Beschreibungen/Notizen

• This study examines how construal levels affect the acceptability of dysfunctional customer behavior following service failure in restaurants. Across three experimental studies with online panel respondents ( n  = 555), we found that consumers feeling psychologically close to service providers are less likely to deem deviant actions acceptable. This stems from the trust they place in socially close service providers and their perceptions of failure controllability. Additionally, anticipated guilt plays a pivotal role in reducing the acceptability of dysfunctional behavior, particularly when seen as opportunistic. Our findings have implications for both academics and managers in understanding and addressing customer behavior post-service failures.