Concepedia

Service Failure Attribution

Service Failure Attribution is a theoretical construct that identifies and assigns responsibility for service breakdowns to specific antecedent causes, distinguishing it from related evaluation processes by focusing on causal accountability within service interactions.

94

Publications

13.1K

Citations

216

Authors

146

Institutions

Publications per year

2017–2026

37

Parents

Publications

94

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

Mary Jo Bitner · Journal of Marketing · 1990 · 4.3K citations

, , +17

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

Mary Jo Bitner · Journal of Marketing · 1990 · 1.9K citations

, , +17

Consumer responses to compensation, speed of recovery and apology after a service failure

Jochen Wirtz, Anna S. Mattila · International Journal of Service Industry Management · 2004 · 717 citations

, , +14

Service recovery attributions and word‐of‐mouth intentions

Scott R. Swanson, Scott W. Kelley · European Journal of Marketing · 2001 · 306 citations

, , +16

Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success

Daniel Belanche, Luis V. Casaló, Carlos Flavián et al. · Journal of service management · 2020 · 293 citations · Full text

, , +17

1–5 of 94

Authors

216

  1. DN
    Davoud Nikbin

    Universiti Sains Malaysia, Malaysia

    8 publications · 352 citations

    8

    h-index

  2. SS
    Sunghyup Sean Hyun

    Hanyang University, South Korea

    6 publications · 262 citations

    6

    h-index

  3. VI
    Víctor Iglesias Argüelles

    Universidad de Oviedo, Spain

    4 publications · 184 citations

    4

    h-index

  4. MM
    Malliga Marimuthu

    Universiti Sains Malaysia, Malaysia

    4 publications · 184 citations

    4

    h-index

  5. II
    Ishak Ismail

    Universiti Sains Malaysia, Malaysia

    4 publications · 184 citations

    4

    h-index

1–5 of 216

Institutions

146

  1. Universiti Sains Malaysia

    George Town, Malaysia

    6 h-index

    13 publications

    683 citations

  2. Pusan National University

    Busan, South Korea

    5 h-index

    6 publications

    225 citations

  3. Pennsylvania State University

    State College, United States

    4 h-index

    6 publications

    1.1K citations

  4. Griffith University

    Brisbane, Australia

    4 h-index

    5 publications

    265 citations

  5. Universidad de Oviedo

    Oviedo, Spain

    4 h-index

    7 publications

    270 citations

  6. Chinese University of Hong Kong

    Hong Kong, Hong Kong

    3 h-index

    4 publications

    213 citations

  7. Universidade de Santiago de Compostela

    Santiago de Compostela, Spain

    3 h-index

    4 publications

    106 citations

  8. University of Kentucky

    Lexington, United States

    3 h-index

    3 publications

    520 citations

1–8 of 146

Venues

  1. Journal of Services Marketing

    7 publications · 672 citations

    7

    h-index

  2. Journal of Hospitality & Tourism Research

    JHTR · 5 publications · 611 citations

    5

    h-index

  3. Journal of service management

    4 publications · 406 citations

    4

    h-index

  4. Service Industries Journal

    4 publications · 308 citations

    4

    h-index

  5. Journal of Travel & Tourism Marketing

    JTTM · 4 publications · 115 citations

    4

    h-index

1–5