Whom do customers blame for a service failure? Effects of thought speed on causal locus attribution

Pacheco, Natália Araújo, Maggie Geuens and Cristiane Pizzutti

Journal of Retailing and Consumer Services, 2018, vol. 40, issue C, 60-65

Abstract: This research investigates the impact of customers’ thought speeds in a service failure setting. Fast-thinking induces not only heuristic processing, but also positive affect. As both factors predict a different outcome on whom customers blame for the failure, this study examines rival hypotheses. Findings from three experiments show that fast-thinking leads respondents to attribute failures to the service providers (i.e., showing a self-serving bias). In addition, fast-thinking also has more downstream consequences, as it negatively affects repurchase intentions and positively affects intentions to spread negative word of mouth. Therefore, service providers are encouraged to stimulate slow thought during service encounters.

Keywords: Thought speed; Service failure; Causal attributions (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:40:y:2018:i:c:p:60-65

DOI: 10.1016/j.jretconser.2017.09.006

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