The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers

Shannon W. Anderson
Shannon W. Anderson
[email protected]
Jesse H. Jones Graduate School of Management, Rice University, Houston, Texas 77005, and Department of Accounting and Business Information Systems, University of Melbourne, Melbourne, Australia
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,
L. Scott Baggett
L. Scott Baggett
[email protected]
Jesse H. Jones Graduate School of Management, Rice University, Houston, Texas 77005
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,
Sally K. Widener
Sally K. Widener
[email protected]
Jesse H. Jones Graduate School of Management, Rice University, Houston, Texas 77005
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Jesse H. Jones Graduate School of Management, Rice University, Houston, Texas 77005, and Department of Accounting and Business Information Systems, University of Melbourne, Melbourne, Australia

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L. Scott Baggett

[email protected]

Jesse H. Jones Graduate School of Management, Rice University, Houston, Texas 77005

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Sally K. Widener

[email protected]

Jesse H. Jones Graduate School of Management, Rice University, Houston, Texas 77005

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Published Online:4 Jan 2008https://doi.org/10.1287/msom.1070.0193

Supplemental Material

msom.1070.0193-sm-the_impact_of_service.pdf (544 KB)

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cover image Manufacturing & Service Operations Management

Volume 11, Issue 1

Winter 2009

Pages 1-189

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Received:November 07, 2006
Accepted:July 11, 2007
Published Online:January 04, 2008

Cite as

Shannon W. Anderson, L. Scott Baggett, Sally K. Widener, (2008) The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers. Manufacturing & Service Operations Management 11(1):52-69.

https://doi.org/10.1287/msom.1070.0193

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The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers

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