Document Type
Conference Paper
Publication Date
2024
Publication Title
AMA Summer Academic Conference Proceedings
Volume
35
Pages
603-605
Conference Name
2024 AMA Summer Academic Conference, 16-18 August 2024, Boston
Abstract
The article focuses on how customer participation, service provider type (human vs. non-human), and role clarity affect blame attribution and emotional outcomes during service failures. Topics include the interaction between service provider type and customer role clarity in determining blame; the impact of customer participation on internal versus external attribution; and the emotional responses linked to these attribution patterns.
Rights
© 2024 American Marketing Association, All Rights Reserved.
Included with the kind written permission of the copyright holders and the authors.
Original Publication Citation
Amiri, D., Mortazavi, A., & Taheran, F. (2024). Service coproduction failure: The role of service provider type and role clarity in customer perticipation's impact on causal attribution and emotional outcomes. AMA Summer Academic Conference Proceedings, 35, 603-605.
Repository Citation
Amiri, Dana; Mortazavi, Abdolali; and Taheran, Faegheh, "Service Coproduction Failure: The Role of Service Provider Type and Role Clarity in Customer Participation's Impact on Causal Attribution and Emotional Outcomes" (2024). Marketing Faculty Publications. 31.
https://digitalcommons.odu.edu/marketing_pubs/31
Included in
Business Administration, Management, and Operations Commons, Marketing Commons, Technology and Innovation Commons