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Whom do customers blame for a service failure? Effects of thought speed on causal locus attribution

Natalia Araujo Pacheco, Maggie Geuens UGent and Cristiane Pizzutti (2018) JOURNAL OF RETAILING AND CONSUMER SERVICES. 40. p.60-65
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.
Please use this url to cite or link to this publication:
author
organization
year
type
journalArticle (original)
publication status
published
keyword
Thought speed, Service failure, Causal attributions
journal title
JOURNAL OF RETAILING AND CONSUMER SERVICES
volume
40
pages
60 - 65
Web of Science id
000416655400007
ISSN
0969-6989
1873-1384
DOI
10.1016/j.jretconser.2017.09.006
language
English
UGent publication?
yes
classification
A1
copyright statement
I don't know the status of the copyright for this publication
id
8541926
handle
http://hdl.handle.net/1854/LU-8541926
date created
2017-12-14 15:02:31
date last changed
2018-01-02 10:02:19
@article{8541926,
  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.},
  author       = {Pacheco, Natalia Araujo and Geuens, Maggie and Pizzutti, Cristiane},
  issn         = {0969-6989},
  journal      = {JOURNAL OF RETAILING AND CONSUMER SERVICES},
  keyword      = {Thought speed,Service failure,Causal attributions},
  language     = {eng},
  pages        = {60--65},
  title        = {Whom do customers blame for a service failure? Effects of thought speed on causal locus attribution},
  url          = {http://dx.doi.org/10.1016/j.jretconser.2017.09.006},
  volume       = {40},
  year         = {2018},
}

Chicago
Pacheco, Natalia Araujo, Maggie Geuens, and Cristiane Pizzutti. 2018. “Whom Do Customers Blame for a Service Failure? Effects of Thought Speed on Causal Locus Attribution.” Journal of Retailing and Consumer Services 40: 60–65.
APA
Pacheco, N. A., Geuens, M., & Pizzutti, C. (2018). Whom do customers blame for a service failure? Effects of thought speed on causal locus attribution. JOURNAL OF RETAILING AND CONSUMER SERVICES, 40, 60–65.
Vancouver
1.
Pacheco NA, Geuens M, Pizzutti C. Whom do customers blame for a service failure? Effects of thought speed on causal locus attribution. JOURNAL OF RETAILING AND CONSUMER SERVICES. 2018;40:60–5.
MLA
Pacheco, Natalia Araujo, Maggie Geuens, and Cristiane Pizzutti. “Whom Do Customers Blame for a Service Failure? Effects of Thought Speed on Causal Locus Attribution.” JOURNAL OF RETAILING AND CONSUMER SERVICES 40 (2018): 60–65. Print.