Examining public hospital service failure: the influence of service failure type, service expectations, and attribution on consumer response

Article

Walton, Andrea and Hume, Margee. 2012. "Examining public hospital service failure: the influence of service failure type, service expectations, and attribution on consumer response ." Journal of Nonprofit and Public Sector Marketing. 24 (3), pp. 202-221. https://doi.org/10.1080/10495142.2012.705179
Article Title

Examining public hospital service failure: the influence of service failure type, service expectations, and attribution on consumer response

ERA Journal ID35910
Article CategoryArticle
AuthorsWalton, Andrea (Author) and Hume, Margee (Author)
Journal TitleJournal of Nonprofit and Public Sector Marketing
Journal Citation24 (3), pp. 202-221
Number of Pages20
Year2012
Place of PublicationPhiladelphia, PA. United States
ISSN1049-5142
1540-6997
Digital Object Identifier (DOI)https://doi.org/10.1080/10495142.2012.705179
Web Address (URL)http://www.tandfonline.com/doi/abs/10.1080/10495142.2012.705179
Abstract

This study investigates three independent variables; types of service failure, service expectations, and attribution on postfailure responses in healthcare. A between-subjects 3 × 2 × 2 experimental design using written scenarios was used. The findings demonstrate that customer responses to service failures in hospitals are extensively influenced by the type of service failure, the level of service expectation of the provider, and, to a lesser extent, the controllability of the cause of the failure. Core service failures lead to greater increases in negative responses for satisfaction, emotional, and behavioral responses than supplementary service failure with high service expectations protecting the provider against overall dissatisfaction, negative word-of-mouth, and switching behaviors. Interestingly, perceived high controllability leads to greater dissatisfaction but not to increased negative emotional or behavioral responses. The study applies attribution theory to explain the results. The article concludes with managerial implications.

Keywordsservice failure; attribution; expectations; core service failure; healthcare
ANZSRC Field of Research 2020440706. Health policy
420306. Health care administration
350608. Marketing theory
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Byline AffiliationsGriffith University
School of Management and Marketing
Institution of OriginUniversity of Southern Queensland
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