Construct · 1 fields · 1 citations

service failure: a standalone construct

One name. One construct. A landmark on the map.

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servicefailure1 CONSTRUCTService failureSMITH · SERVICES MARKETING

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Services marketing

a service performance that falls below a customer's expectations, studied by type and magnitude of failure.

In services marketing, service failure refers to a service performance that falls below a customer's expectations, studied by type and magnitude of failure. This meaning comes from Smith (1999) in Journal of Marketing Research.[1]

Unit
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Nearby constructs

service recovery1 fields · 1 citationsanchor · a standalone constructco-created service recovery1 fields · 1 citationsanchor · a standalone constructcustomer anger in services1 fields · 1 citationsanchor · a standalone construct

References

  1. Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 36(3), 356-372. https://doi.org/10.1177/002224379903600305

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