Research in consumer psychology shows that customers seek reasons for service failures and that attributions of blame moderate the effects of failure on the level of customer satisfaction. This paper extends research on service operations failures by hypothesizing that attributions of blame also...

This chapter provides practical guidance to management accounting researchers on the design and execution of field studies that use quantitative data analysis to test or build theory. We discuss common purposes for conducting field research and provide a brief overview of the accomplishments and...

Key service elements combine to create the service concept and its value proposition for customers. During service operations failures, employee interactions with customers are a critical service element in restoring customer satisfaction. However, research in consumer psychology shows that...