ABSTRACT

This article investigated the consumer response mechanism in a service failure context. A service failure response model was introduced that incorporated emotive antecedents, a mediation process, and 4 behavioral outcomes. Data were collected via an online survey (N = 371) and further analyzed using the structural equation modeling approach. The results confirmed the service failure response model: Anger and dissatisfaction were emotive antecedents that lead to consumers’ exit, voice, and revenge responses. This process was mediated by desire for avoidance and desire for revenge.

中文翻译：

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当关系失败时：从微观角度看消费者对服务失败的反应

摘要

本文研究了服务故障上下文中的消费者响应机制。引入了服务失败响应模型，该模型包含了情感动因，调解过程和4种行为结果。通过在线调查（N  = 371）收集数据，并使用结构方程建模方法进行进一步分析。结果证实了服务失败响应模型：愤怒和不满是导致消费者退出，发出声音和报仇响应的情感前因。这个过程是由对避免的渴望和对复仇的渴望所介导的。