{"id":"https://openalex.org/W2945306860","doi":"https://doi.org/10.23912/9781911396673-4117","title":"Service failures as triggers of superior brand evaluations","display_name":"Service failures as triggers of superior brand evaluations","publication_year":2019,"publication_date":"2019-05-01","ids":{"openalex":"https://openalex.org/W2945306860","doi":"https://doi.org/10.23912/9781911396673-4117","mag":"2945306860"},"language":"en","primary_location":{"id":"doi:10.23912/9781911396673-4117","doi":"https://doi.org/10.23912/9781911396673-4117","is_oa":false,"landing_page_url":"https://doi.org/10.23912/9781911396673-4117","pdf_url":null,"source":{"id":"https://openalex.org/S4306471570","display_name":"Goodfellow Publishers Ltd eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Reputation and Image Recovery for the Tourism Industry","raw_type":"book-chapter"},"volume":null,"type":"book-chapter","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5026861340","display_name":"Clemens Hutzinger","orcid":"https://orcid.org/0000-0002-1982-3440","observed_orcids":["https://orcid.org/0000-0002-1982-3440"]},"institutions":[{"id":"https://openalex.org/I3130523916","display_name":"Seeburg Castle University","ror":"https://ror.org/01pmm8272","country_code":"AT","type":"education","lineage":["https://openalex.org/I3130523916"]}],"countries":["AT"],"is_corresponding":false,"raw_author_name":"Clemens Hutzinger","raw_affiliation_strings":["Department of Management Seeburg Castle University, Seeburgstrasse 8, A-5201 Seekirchen am Wallersee, Austria"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management Seeburg Castle University, Seeburgstrasse 8, A-5201 Seekirchen am Wallersee, Austria","institution_ids":["https://openalex.org/I3130523916"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5005379245","display_name":"Wolfgang Weitzl","orcid":"https://orcid.org/0000-0001-9208-435X","observed_orcids":["https://orcid.org/0000-0001-9208-435X"]},"institutions":[{"id":"https://openalex.org/I129774422","display_name":"University of Vienna","ror":"https://ror.org/03prydq77","country_code":"AT","type":"education","lineage":["https://openalex.org/I129774422"]}],"countries":["AT"],"is_corresponding":false,"raw_author_name":"Wolfgang Weitzl","raw_affiliation_strings":["Department of Communication, University of Vienna, Althanstrasse 14, A-1090 Vienna, Austria"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Communication, University of Vienna, Althanstrasse 14, A-1090 Vienna, Austria","institution_ids":["https://openalex.org/I129774422"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.09707065,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.951200008392334,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.951200008392334,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.042100001126527786,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.0032999999821186066,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.8349999785423279},{"id":"https://openalex.org/keywords/negative-electronic-word-of-mouth","display_name":"negative electronic word of mouth","score":0.9509999752044678},{"id":"https://openalex.org/keywords/online-complaints","display_name":"online complaints","score":0.8550000190734863},{"id":"https://openalex.org/keywords/webcare","display_name":"webcare","score":0.7749999761581421},{"id":"https://openalex.org/keywords/customer-complaint-handling","display_name":"complaint handling","score":0.6230000257492065},{"id":"https://openalex.org/keywords/facebook","display_name":"Facebook","score":0.4830000102519989},{"id":"https://openalex.org/keywords/social-media","display_name":"social media","score":0.6039999723434448},{"id":"https://openalex.org/keywords/brand-evaluation","display_name":"brand evaluation","score":0.6159999966621399},{"id":"https://openalex.org/keywords/emotional-venting","display_name":"venting","score":0.6349999904632568},{"id":"https://openalex.org/keywords/revenge","display_name":"revenge","score":0.8349999785423279},{"id":"https://openalex.org/keywords/advice-seeking","display_name":"advice seeking","score":0.5830000042915344},{"id":"https://openalex.org/keywords/warnings","display_name":"warnings","score":0.3240000009536743}],"concepts":[{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.7108514308929443},{"id":"https://openalex.org/C2778813691","wikidata":"https://www.wikidata.org/wiki/Q1369832","display_name":"Purchasing","level":2,"score":0.6255263090133667},{"id":"https://openalex.org/C122980154","wikidata":"https://www.wikidata.org/wiki/Q205555","display_name":"Feeling","level":2,"score":0.5994322299957275},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5789597034454346},{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.5408731698989868},{"id":"https://openalex.org/C30772137","wikidata":"https://www.wikidata.org/wiki/Q5164762","display_name":"Consumption (sociology)","level":2,"score":0.5192165970802307},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.502795934677124},{"id":"https://openalex.org/C2779302386","wikidata":"https://www.wikidata.org/wiki/Q79871","display_name":"Anger","level":2,"score":0.4922870695590973},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.4840342402458191},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.42297592759132385},{"id":"https://openalex.org/C137913393","wikidata":"https://www.wikidata.org/wiki/Q15737157","display_name":"Word of mouth","level":2,"score":0.4169456958770752},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.38425689935684204},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.3671497702598572},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.21092593669891357},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.13935896754264832},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.09325191378593445},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.09108614921569824},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.23912/9781911396673-4117","doi":"https://doi.org/10.23912/9781911396673-4117","is_oa":false,"landing_page_url":"https://doi.org/10.23912/9781911396673-4117","pdf_url":null,"source":{"id":"https://openalex.org/S4306471570","display_name":"Goodfellow Publishers Ltd eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Reputation and Image Recovery for the Tourism Industry","raw_type":"book-chapter"},{"id":"pmh:oai:research.wu.ac.at:openaire_cris_publications/8946393e-9146-4a04-a0ae-5c4df94c50ed","doi":null,"is_oa":false,"landing_page_url":"https://research.wu.ac.at/de/publications/8946393e-9146-4a04-a0ae-5c4df94c50ed","pdf_url":null,"source":{"id":"https://openalex.org/S7407055123","display_name":"WU Research","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Hutzinger, C & Weitzl, W 2019, Service Failures as Triggers of Superior Brand Evaluations? in Judith Mair, Gabby Walters (ed.), Reputation and Image Recovery for the Tourism Industry. Goodfellow Publishing, Oxford, UK, pp. 1 - 2.","raw_type":"info:eu-repo/semantics/bookPart"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":46,"referenced_works":["https://openalex.org/W1537204219","https://openalex.org/W1539896512","https://openalex.org/W1550621568","https://openalex.org/W1560880354","https://openalex.org/W1576039366","https://openalex.org/W1774906446","https://openalex.org/W1965994674","https://openalex.org/W1968612550","https://openalex.org/W1970492996","https://openalex.org/W1971842139","https://openalex.org/W1978249845","https://openalex.org/W1983877714","https://openalex.org/W1985446825","https://openalex.org/W1988487435","https://openalex.org/W1998511687","https://openalex.org/W2005483978","https://openalex.org/W2010844754","https://openalex.org/W2025569312","https://openalex.org/W2038821593","https://openalex.org/W2049702279","https://openalex.org/W2059645777","https://openalex.org/W2063985808","https://openalex.org/W2065517342","https://openalex.org/W2069927273","https://openalex.org/W2086881327","https://openalex.org/W2092215967","https://openalex.org/W2096033973","https://openalex.org/W2097357438","https://openalex.org/W2121441690","https://openalex.org/W2145264991","https://openalex.org/W2146385426","https://openalex.org/W2147329770","https://openalex.org/W2163580620","https://openalex.org/W2163741736","https://openalex.org/W2167325287","https://openalex.org/W2180761394","https://openalex.org/W2181024084","https://openalex.org/W2289583765","https://openalex.org/W2313319791","https://openalex.org/W2476065884","https://openalex.org/W2482195607","https://openalex.org/W2611003613","https://openalex.org/W2768598348","https://openalex.org/W2888025604","https://openalex.org/W3123091093","https://openalex.org/W4249810354"],"related_works":["https://openalex.org/W3172252140","https://openalex.org/W2996124830","https://openalex.org/W2927531216","https://openalex.org/W2078917983","https://openalex.org/W6922596633","https://openalex.org/W4410859714","https://openalex.org/W2289583765","https://openalex.org/W2918713577","https://openalex.org/W2772266438","https://openalex.org/W2955111945"],"abstract_inverted_index":{"In":[0],"pursuit":[1],"of":[2,106,127,161,169,323],"better":[3,246],"purchasing":[4],"decisions":[5],"(e.g.,":[6,153,293,329],"choosing":[7],"the":[8,90,186,192,226,250,288],"right":[9],"restaurant":[10],"or":[11,108,165],"hotel),":[12],"prospective":[13],"customers":[14,40,86,136,203,274],"increasingly":[15],"turn":[16],"to":[17,23,45,51,88,117,145,197,238,245,286,291,315,326],"social":[18],"media,":[19],"such":[20,340],"as":[21,102,141,198],"Facebook,":[22,33],"source":[24],"information":[25],"about":[26,96],"new":[27,243],"products,":[28],"services":[29],"and":[30,38,58,150,189,216,224,265,282],"brands.":[31],"On":[32],"a":[34,97,124,128,142,156,271,316],"brand\u2019s":[35,272],"former,":[36],"current":[37],"potential":[39,273],"are":[41,182,195,206],"not":[42],"only":[43],"exposed":[44],"marketer-created":[46],"brand":[47,99,130,290],"postings,":[48],"but":[49],"also":[50,137,304],"other":[52],"customers\u2019":[53],"subjective":[54],"evaluations,":[55],"personal":[56],"thoughts":[57,149],"feelings":[59],"regarding":[60],"their":[61,119,147],"consumption":[62],"experiences":[63],"(Hennig-Thurau":[64,110],"et":[65,111,177,229,235,253],"al.,":[66,112,178,230,236],"2010).":[67],"Research":[68],"has":[69],"shown":[70],"that":[71,181,259,306],"consumers":[72],"strive":[73],"for":[74],"multifaceted":[75],"goals":[76],"when":[77],"sharing":[78],"consumption-related":[79],"postings":[80],"online.":[81],"For":[82],"instance,":[83],"some":[84,327],"satisfied":[85],"want":[87,116],"help":[89,118],"company":[91],"by":[92,122,159,185],"posting":[93],"favorable":[94],"statements":[95],"positive":[98,103,341],"experiences,":[100],"known":[101],"electronic":[104,167],"word":[105,168],"mouth":[107,170],"PeWOM":[109],"2004),":[113],"while":[114],"others":[115,233,292],"fellow":[120],"shoppers":[121],"giving":[123],"neutral":[125],"description":[126],"regular":[129],"experience":[131],"(ReWOM).":[132],"However,":[133,302],"many":[134],"dissatisfied":[135],"use":[138,247],"Facebook":[139],"brand-pages":[140],"public":[143,317],"platform":[144],"express":[146],"unfavorable":[148,280],"negative":[151,166,321],"emotions":[152],"anger)":[154],"after":[155],"service":[157,187],"failure":[158,188],"means":[160],"an":[162,283],"online":[163,260,276,311],"complaint":[164,277,312,318],"(NeWOM;":[171],"Ward":[172],"&":[173,295,299,331],"Ostrom,":[174],"2006;":[175,297],"Weitzl":[176,330],"2018).":[179],"Consumers":[180],"directly":[183],"affected":[184],"involved":[190,289],"in":[191],"recovery":[193],"process":[194],"referred":[196],"complainants.":[199],"The":[200],"reasons":[201],"why":[202],"spread":[204],"NeWOM":[205,349],"diverse.":[207],"They":[208],"range":[209],"from":[210],"venting":[211],"(i.e.,":[212,221],"lessening":[213],"his/her":[214],"frustration":[215],"reduce":[217],"anger),":[218],"via":[219],"revenge":[220],"intentionally":[222],"sabotaging":[223],"harming":[225],"company;":[227],"Gr\u00e9goire":[228],"2009),":[231],"warning":[232],"(Willemsen":[234],"2011),":[237],"advice":[239],"seeking":[240],"(to":[241],"acquire":[242],"skills/information":[244],"and/or":[248],"repair":[249,320],"product;":[251],"Willemsen":[252],"al,":[254],"2013).":[255],"Earlier":[256],"research":[257],"demonstrates":[258],"complaints":[261],"can":[262,319,343],"have":[263],"strong":[264],"diverse":[266],"detrimental":[267],"effects,":[268],"particularly":[269],"on":[270],"(so-called":[275],"bystanders),":[278],"including":[279],"attitudes":[281],"increased":[284],"willingness":[285],"criticize":[287],"Chevalier":[294],"Mayzlin,":[296],"Sen":[298],"Lerman,":[300],"2007).":[301],"evidence":[303],"exists":[305],"\u2018webcare\u2019,":[307],"which":[308],"is":[309],"company\u2019s":[310],"handling":[313],"response":[314],"reactions":[322,342],"these":[324],"bystanders":[325],"extent":[328],"Hutzinger,":[332],"2017).":[333],"It":[334],"remains,":[335],"nevertheless,":[336],"unclear":[337],"how":[338],"far":[339],"be":[344],"stimulated":[345],"with":[346],"webcare":[347],"among":[348],"bystanders.":[350]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2019-05-29T00:00:00"}