Adverse behavioral and relational consequences of service innovation failure

Shuling Liao, Cindy Yunhsin Chou*, Tzu Han Lin

*此作品的通信作者

研究成果: 雜誌貢獻期刊論文同行評審

18 引文 斯高帕斯(Scopus)

摘要

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.

原文英語
頁(從 - 到)834-839
頁數6
期刊Journal of Business Research
68
發行號4
DOIs
出版狀態已發佈 - 2015 四月 1
對外發佈

ASJC Scopus subject areas

  • 行銷

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