 Consumers' captive service experiences: it's YOU and MESteven W. Rayburn The Service Industries Journal, 2015, vol. 35, issue 15-16, 806-825 Abstract: Consumers in captive services often do not have the same experiences as consumers in typical service situations; this reality is largely ignored in existing service literature. To fill this void, this research makes a qualitative exploration of consumers' lived captive service experiences. It finds that consumers face several negative service processes. At the heart of these negative service experiences are the interactions of consumers with the service workers on whom they depend. Power has shifted to providers and this permits service organizations to deviate from accepted prudent service practices. Consumers experience service captivity and feel they have little or no recourse to the poor service treatment they receive. This does not, however, stop them from attempting to take back control of their consumption experience when and where possible. Consumers show marked resilience in the face of dehumanizing service interactions. Understanding developed in this research can be used to guide transformative service redesign in contexts of captive service and consumer service captivity. Date: 2015 Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:35:y:2015:i:15-16:p:806-825 Ordering information: This journal article can be ordered from DOI: 10.1080/02642069.2015.1090982 Access Statistics for this article The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi More articles in The Service Industries Journal from Taylor & Francis Journals |
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