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The power of sophistication

2020-05-01Artigo científico Acesso aberto
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dc.contributor.authorTerres, Mellina da Silva
dc.contributor.authorHerter, Márcia Maurer
dc.contributor.authorPinto, Diego Costa
dc.contributor.authorMazzon, José A.
dc.contributor.institutionNOVA Information Management School (NOVA IMS)
dc.contributor.institutionInformation Management Research Center (MagIC) - NOVA Information Management School
dc.contributor.pblJohn Wiley & Sons, Ltd.
dc.date.accessioned2020-03-24T23:39:28Z
dc.date.available2024-12-28T01:31:53Z
dc.date.embargoedUntil2021-03-10
dc.date.issued2020-05-01
dc.descriptionTerres, M. D. S., Herter, M. M., Pinto, D. C., & Mazzon, J. A. (2020). The power of sophistication: How service design cues help in service failures. Journal of Consumer Behaviour, 19(3), 277-290. https://doi.org/10.1002/cb.1816 ---%ABS2%
dc.description.abstractBy analyzing three experimental studies, this research tests how and when sophisticated service environment designs (compared to modest service designs) can minimize consumers' negative emotions and increase repurchase intentions after a failure. Drawing on part-list cueing literature, this research proposes that when a service failure occurs in a sophisticated (vs. modest) environment, consumers will rely on the sophisticated style of design as cues for service quality. We argue that sophisticated (vs. modest) service designs work as strong cues for quality that restrict the retrieval of negative information by consumers and can minimize the negative impacts of service failure, reducing consumers' negative emotions and increasing repurchase intentions. We further advance our theorizing by showing how choice failure consequences (i.e., the risk or consequence related to the service choice) moderate the effects via associative pathways of retrieval. The findings contribute to theory and practice by revealing how service designs can serve as cues to mitigate adverse consequences of service failure.en
dc.description.versionauthorsversion
dc.description.versionpublished
dc.format.extent14
dc.format.extent468897
dc.identifier.doi10.1002/cb.1816
dc.identifier.issn1472-0817
dc.identifier.otherPURE: 17450767
dc.identifier.otherPURE UUID: 4e1fe732-95ec-48f7-a534-b9dff645683d
dc.identifier.otherScopus: 85081252627
dc.identifier.otherWOS: 000530013100007
dc.identifier.otherORCID: /0000-0003-4418-9450/work/152551770
dc.identifier.urihttp://hdl.handle.net/10362/94979
dc.identifier.urlhttps://www.scopus.com/pages/publications/85081252627
dc.identifier.urlhttp://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcAuth=Alerting&SrcApp=Alerting&DestApp=WOS_CPL&DestLinkType=FullRecord&UT=WOS:000530013100007
dc.language.isoeng
dc.peerreviewedyes
dc.subjectService designs
dc.subjectConsumers
dc.subjectService failures
dc.subjectNegative emotions
dc.subjectSocial Psychology
dc.subjectApplied Psychology
dc.subjectSDG 8 - Decent Work and Economic Growth
dc.titleThe power of sophisticationen
dc.title.subtitleHow service design cues help in service failuresen
dc.typejournal article
degois.publication.firstPage277
degois.publication.issue3
degois.publication.lastPage290
degois.publication.titleJournal of Consumer Behaviour
degois.publication.volume19
dspace.entity.typePublication
rcaap.rightsopenAccess

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NIMS: MagIC - Artigos em revista internacional com arbitragem científica (Peer-Review articles in international journals)