Examining public hospital service failure: the influence of service failure type, service expectations, and attribution on consumer response

Walton, Andrea and Hume, Margee (2012) Examining public hospital service failure: the influence of service failure type, service expectations, and attribution on consumer response. Journal of Nonprofit and Public Sector Marketing, 24 (3). pp. 202-221. ISSN 1049-5142

Abstract

This study investigates three independent variables; types of service failure, service expectations, and attribution on postfailure responses in healthcare. A between-subjects 3 × 2 × 2 experimental design using written scenarios was used. The findings demonstrate that customer responses to service failures in hospitals are extensively influenced by the type of service failure, the level of service expectation of the provider, and, to a lesser extent, the controllability of the cause of the failure. Core service failures lead to greater increases in negative responses for satisfaction, emotional, and behavioral responses than supplementary service failure with high service expectations protecting the provider against overall dissatisfaction, negative word-of-mouth, and switching behaviors. Interestingly, perceived high controllability leads to greater dissatisfaction but not to increased negative emotional or behavioral responses. The study applies attribution theory to explain the results. The article concludes with managerial implications.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Permanent restricted access to published version due to publisher copyright policy.
Depositing User: Assoc. Prof. Margee Hume
Faculty / Department / School: Historic - Faculty of Business and Law - School of Management and Marketing
Date Deposited: 20 Oct 2012 12:14
Last Modified: 22 Jul 2014 03:04
Uncontrolled Keywords: service failure; attribution; expectations; core service failure; healthcare
Fields of Research (FOR2008): 16 Studies in Human Society > 1605 Policy and Administration > 160508 Health Policy
11 Medical and Health Sciences > 1117 Public Health and Health Services > 111709 Health Care Administration
15 Commerce, Management, Tourism and Services > 1505 Marketing > 150506 Marketing Theory
Socio-Economic Objective (SEO2008): C Society > 92 Health > 9202 Health and Support Services > 920208 Health Policy Evaluation
Identification Number or DOI: 10.1080/10495142.2012.705179
URI: http://eprints.usq.edu.au/id/eprint/21886

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