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Perceived controllability and service expectations: Influences on customer reactions following service failure

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  • Choi, Sunmee
  • Mattila, Anna S.

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  • Choi, Sunmee & Mattila, Anna S., 2008. "Perceived controllability and service expectations: Influences on customer reactions following service failure," Journal of Business Research, Elsevier, vol. 61(1), pages 24-30, January.
    • Handle: RePEc:eee:jbrese:v:61:y:2008:i:1:p:24-30
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    References listed on IDEAS

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    1. Folkes, Valerie S, 1984. "Consumer Reactions to Product Failure: An Attributional Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(4), pages 398-409, March.
    2. Folkes, Valerie S, 1988. "Recent Attribution Research in Consumer Behavior: A Review and New Directions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 548-565, March.
    3. Weiner, Bernard, 2000. "Attributional Thoughts about Consumer Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 27(3), pages 382-387, December.
    4. Vaidyanathan, Rajiv & Aggarwal, Praveen, 2003. "Who is the fairest of them all? An attributional approach to price fairness perceptions," Journal of Business Research, Elsevier, vol. 56(6), pages 453-463, June.
    5. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
    6. Folkes, Valerie S & Koletsky, Susan & Graham, John L, 1987. "A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(4), pages 534-539, March.
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