Moderating effect of discriminatory attributions on repatronage intentions

Thomas L. Baker and Tracy Meyer

Journal of Retailing and Consumer Services, 2012, vol. 19, issue 2, 211-217

Abstract: This research investigates the role of social context at the time of a service failure. The negativity of the service failure has the potential to escalate when consumers who are part of a traditionally stigmatized group believe the service failure to be a purposeful event brought on by physically observable differences in appearance. A small exploratory study and two large scale data collections are conducted to validate a measure of transaction specific attributions of discrimination (TSAD) to enhance our understanding of the issue. The moderating effect of TSAD is demonstrated on repatronage intentions to the service firm.

Keywords: Service failure; Repatronage behaviors; Discrimination (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:19:y:2012:i:2:p:211-217

DOI: 10.1016/j.jretconser.2012.01.002

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