@article{1721d3827fe64772a268b64309ab43ed,
title = "Adverse behavioral and relational consequences of service innovation failure",
abstract = "This study uses a scenario-based online survey to examine how service innovation failure may cause consumer avoidance behavior and impair the quality of the consumer-brand relationship. The results of structural equation modeling of 424 responses reveal that dysfunctional service behavior causes anti-consumption and dysfunctional customer behavior, which eventually lead to a poor-quality brand relationship. This study shows how unsuccessful service innovation may give rise to adverse behavioral and relational consequences among consumers and suggests that frontline employee training should focus on the efficient delivery of innovative service.",
keywords = "Brand relationship quality, Consumer post-avoidance, Service innovation failure, Service sabotage",
author = "Shuling Liao and Chou, {Cindy Yunhsin} and Lin, {Tzu Han}",
note = "Funding Information: The authors thank Etta Y. I. Chen (Yuan Ze University) and Ta-Kuang Hsu (Fu Jen Catholic University) for their helpful remarks on previous versions of the article. They also gratefully acknowledge the invaluable feedback and comments provided by the Guest Editor, Chih-Wen Wu (National Chung Hsing University), Kun-Huang Huarng (Feng Chia University) and the anonymous reviewers. This work is supported in part by the National Science Council under Grant No. NSC102-2632-H-155-001-MY3 . Publisher Copyright: {\textcopyright} 2014 Elsevier Inc.",
year = "2015",
month = apr,
day = "1",
doi = "10.1016/j.jbusres.2014.11.037",
language = "English",
volume = "68",
pages = "834--839",
journal = "Journal of Business Research",
issn = "0148-2963",
publisher = "Elsevier Inc.",
number = "4",
}