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Drivers of Customers’ Reactions to Service Failures: The Israeli Experience

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  • Aviv Shoham
  • Yossi Gavish
  • Sigal Segev

Abstract

This paper develops and tests a model of cultural, personality, and demographic drivers of three customer reactions to service failures, namely voice, switching, and negative word-of-mouth (N-WOM). Data from Israeli customers mostly support the model. Some drivers (uncertainty avoidance, self-efficacy and Machiavellianism) enhance the probability of all three reactions whereas others increase the probability of only one (e.g., perceived-controlà switching; self-confidenceà NWOM). The theoretical and managerial implications of these findings are discussed and directions for future research are provided. The theoretical and managerial implications of these findings are discussed and directions for future research that integrates the Big Five personality traits and Hofsete’s five cultural dimensions are provided.

Suggested Citation

  • Aviv Shoham & Yossi Gavish & Sigal Segev, 2012. "Drivers of Customers’ Reactions to Service Failures: The Israeli Experience," International Journal of Psychological Studies, Canadian Center of Science and Education, vol. 4(1), pages 1-76, March.
    • Handle: RePEc:ibn:ijpsjl:v:4:y:2012:i:1:p:76
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    References listed on IDEAS

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    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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