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Examining public hospital service failure: The influence of service failure type, service expectations, and attribution on consumer response

journal contribution
posted on 20.11.2018, 00:00 authored by A Walton, Margaret HumeMargaret Hume
This study investigates three independent variables; types of service failure, service expectations, and attribution on postfailure responses in healthcare. A between-subjects 3 × 2 × 2 experimental design using written scenarios was used. The findings demonstrate that customer responses to service failures in hospitals are extensively influenced by the type of service failure, the level of service expectation of the provider, and, to a lesser extent, the controllability of the cause of the failure. Core service failures lead to greater increases in negative responses for satisfaction, emotional, and behavioral responses than supplementary service failure with high service expectations protecting the provider against overall dissatisfaction, negative word-of- mouth, and switching behaviors. Interestingly, perceived high controllability leads to greater dissatisfaction but not to increased negative emotional or behavioral responses. The study applies attribution theory to explain the results. The article concludes with managerial implications.

History

Volume

24

Issue

3

Start Page

202

End Page

221

Number of Pages

20

eISSN

1540-6997

ISSN

1049-5142

Publisher

Routledge

Peer Reviewed

Yes

Open Access

No

External Author Affiliations

University of Southern Queensland

Era Eligible

Yes

Journal

Journal of Nonprofit & Public Sector Marketing