Drivers of Customers’ Reactions to Service Failures: The Israeli Experience

Aviv Shoham, Yossi Gavish, Sigal Segev

Abstract


This paper develops and tests a model of cultural, personality, and demographic drivers of three customer reactions to service failures, namely voice, switching, and negative word-of-mouth (N-WOM). Data from Israeli customers mostly support the model. Some drivers (uncertainty avoidance, self-efficacy and Machiavellianism) enhance the probability of all three reactions whereas others increase the probability of only one (e.g., perceived-controlà switching; self-confidenceàNWOM). The theoretical and managerial implications of these findings are discussed and directions for future research are provided. The theoretical and managerial implications of these findings are discussed and directions for future research that integrates the Big Five personality traits and Hofsete’s five cultural dimensions are provided.

Full Text: PDF DOI: 10.5539/ijps.v4n1p76

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This work is licensed under a Creative Commons Attribution 3.0 License.

International Journal of Psychological Studies   ISSN 1918-7211 (Print)   ISSN 1918-722X (Online)

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