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1 – 10 of over 28000Katherine E. Harris, Lois A. Mohr and Kenneth L. Bernhardt
The purpose of this paper is to examine the differences in consumers' attributions of blame for service failures and its affect on their expectations for recovery in both online…
Abstract
Purpose
The purpose of this paper is to examine the differences in consumers' attributions of blame for service failures and its affect on their expectations for recovery in both online and offline settings.
Design/methodology/approach
A sample of non‐student adults participated in a 2 (service type) by 2 (shopping medium) experimental design testing the affects of on‐ and offline shopping on consumers' attributions of blame for a service failure. Specifically, regression is employed to test the effects of on/offline medium on blame and expected service failure recovery in both the airline and banking industries.
Findings
Empirical support is found for the hypotheses that online subjects blame themselves more for service failures, and, in turn, expect less of a recovery than offline consumers. The on/offline medium is shown to have a mediated effect on expected service failure recovery through blame in the airline data. In the bank data, on/offline medium has a significant affect on blame, and blame has a significant affect on expected service failure recovery, though on/offline medium does not show a mediated affect on expected service failure recovery.
Practical implications
Because online customers tend to blame themselves more for service failures, managers may be able to offer less of service failure recovery online than offline. Furthermore, online customers may be more willing to recover for themselves, thereby saving the firm money and placing customers more in control of their service experience.
Originality/value
This study allows for the possibility of consumers' blaming themselves for service failures and, to our knowledge, this is the first study to examine how attribution for service failure affects expected service failure recovery in both on‐ and offline settings. Managers should find our results useful in developing service failure recovery strategies.
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Sarah Lefebvre, Marissa Orlowski and Laura Boman
While third-party food delivery continues to increase in popularity, surveys suggest nearly a quarter of deliveries suffer from service failures. With the limited research on…
Abstract
Purpose
While third-party food delivery continues to increase in popularity, surveys suggest nearly a quarter of deliveries suffer from service failures. With the limited research on third-party food delivery, we explore the important questions of (1) where customers place blame in the case of service failures with third-party food delivery (i.e. the platform or the restaurant) and (2) does this depend on the type of service failure? Drawing on blame attribution theory, signaling theory, and an exploratory study, we demonstrate that customers typically perceive such mishaps to be the responsibility of the restaurant rather than the delivery platform itself. We also examine the effect of visible service failure preventative actions taken by the restaurant on blame attribution and re-order intention.
Design/methodology/approach
We conducted two online scenario-based studies to explore customer blame attribution in the case of third-party food delivery service failure. First, an exploratory study approach (NStudy1 = 512) was taken to provide additional support for the hypothesis development. An experiment (NStudy2 = 252) was then conducted to examine the hypothesized effects.
Findings
First, the results of an exploratory study demonstrate that customers attribute service failures such as wrong items, missing items, cold food, or leaking containers to restaurants over third-party food delivery platforms. Second, the results of an experimental study suggest inclusion of an observable cue indicating preventative action, such as time-stamp information indicating when an order was received and packaged for delivery, increases customer re-order intention through the underlying mechanism of blame attribution.
Originality/value
We contribute to the underexplored area of third-party food delivery service failure and to our understanding of blame attribution in service failure scenarios. Further, we demonstrate a practical method to shift the blame away from restaurants for service failures that are outside of the establishment’s control.
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Judith Christiane Ostermann and Steven James Watson
The purpose of this study was to investigate whether indicating victims of sexual attacks actively resisted their attacker or froze during their assault affected perceptions of…
Abstract
Purpose
The purpose of this study was to investigate whether indicating victims of sexual attacks actively resisted their attacker or froze during their assault affected perceptions of victim blame, perpetrator blame and seriousness of the crime. We also tested whether victim and perpetrator gender or participants’ rape myth endorsement moderated the outcomes.
Design/methodology/approach
This study was a cross-sectional, vignette survey study with a 2 × 2 between-participants experimental design. Participants read a mock police report describing an alleged rape with a female or male victim who either resisted or froze, while perpetrator gender was adjusted heteronormatively.
Findings
Freezing and male victims were blamed more than resisting and female victims. Perpetrators were blamed more when the victim resisted, but male and female perpetrators were blamed equally. Seriousness of the crime was higher for male perpetrators and when the victim resisted. Female, but not male, rape myth acceptance moderated the relationship between victim behaviour and outcome variables.
Originality/value
This study highlights the influence of expectations about victim behaviour on perceptions of rape victims and the pervasive influence of rape myths when evaluating female rape victims. The data is drawn from the German border region of the Netherlands, which is an especially valuable population given the evolving legal definitions of rape in both countries.
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Paolo Antonetti and Ilaria Baghi
When companies face a crisis, they sometimes deliver blame-shifting communications, trying to shift blame onto another actor to protect their reputation. While previous research…
Abstract
Purpose
When companies face a crisis, they sometimes deliver blame-shifting communications, trying to shift blame onto another actor to protect their reputation. While previous research has considered how different features of the message affect its persuasiveness, little is known about whether specific senders can blame more effectively. This paper aims to contribute to research in this domain through an investigation of the sender’s social perception as a critical moderator to the persuasiveness of blame shifting.
Design/methodology/approach
The authors conduct four between-subjects scenario experiments to test the research hypotheses. In each experiment, participants are presented with a realistic crisis scenario and the crisis communications delivered by the company. The authors assess the extent to which perceptions of the sender influence the message’s ability to reduce negative word-of-mouth intentions and to increase purchase intentions.
Findings
The authors show that blame shifting is more likely to be effective when deployed by senders that are small (Study 1) or have a positive CSR track record (Study 2). Furthermore, The authors find that even large senders can successfully deploy blame shifting if they can benefit from being known for their CSR programs (Study 3). Finally, the authors show that the effect of blame shifting depends on the receiver’s level of concern about the crisis: stakeholders significantly concerned by the crisis reject blame-shifting communications (Study 4).
Research limitations/implications
Further research should examine the impact of information about brand competence on blame-shifting effectiveness. Further research is also needed to explore sender effects for other defensive crisis communication strategies such as denial or the use of excuses or justifications.
Practical implications
The study offers critical information for marketers considering the use of defensive crisis communications strategies such as blame shifting.
Originality/value
The study extends the understanding of how sender effects influence blame-shifting communications. The analysis allows us to clarify why this strategy is effective for certain senders and certain receivers while, for others, it tends to backfire. Blame shifting backfires for large senders unless they can boast a strong CSR record.
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Political parties frequently engage in exclusionary narratives resulting in a game of blame-shifting. While this is understandably part of political life, claiming responsibility…
Abstract
Political parties frequently engage in exclusionary narratives resulting in a game of blame-shifting. While this is understandably part of political life, claiming responsibility is decreasing and blame attribution is increasing in times of crisis as political actors seek to minimise political cost and rally supporters. Crises also create fertile ground for polarisation as affected citizens look for quick solutions and are driven to the extremes of the political spectrum. That effect has been demonstrated in Greece (Capelos & Exadaktylos, 2017; Vasilopoulou et al., 2014): political parties in the first years of the Greek financial crisis (2009–2012) engaged in an endless game of blame-shifting and exclusion, which was replicated within opinion pieces within mainstream press. This resulted in the polarisation of society with new political cleavages emerging, most notably on the pro/antiausterity divide. Within the context of this divide populist rhetoric assisted exclusion as the two sides tried to demarcate boundaries, identify allies and enemies and reinforce a ‘Them’ vs ‘Us’ dichotomy to consolidate their identities.
This chapter assesses how embedded this divide has become in setting up the electoral campaigns for the 2019 General Election between the two main contenders, Syriza and New Democracy in the way they projected their political narrative in the public sphere. Using substantive content analysis of framing, this chapter collected opinion pieces written from the day the election was announced (26 May) to day after the result (8 July) in two newspapers: New Democracy–leaning Kathimerini and Syriza-leaning Avgi. This chapter identified the blame frames of the two sides and assessed polarisation by coding for the tone of references using an exclusivity index as developed by Vasilopoulou et al. (2014). The findings suggest that both newspapers engaged in a race of blame, bringing the political debate to the forefront and ensuring that polarisation was transferred into the public sphere, consolidating the ‘them’ vs ‘us’ divide.
This chapter draws on feminist theorizing on rape culture and victim blaming, and proposes a concept, racialized victim blaming, as a useful tool for understanding discourse on…
Abstract
Purpose
This chapter draws on feminist theorizing on rape culture and victim blaming, and proposes a concept, racialized victim blaming, as a useful tool for understanding discourse on state violence.
Methodology/approach
The concept of racialized victim blaming is applied to historically analyze the genesis of the carceral state, and deconstruct public debates on police shootings and immigration crises.
Findings
This chapter argues that racialized victim blaming is used as a discursive tool to legitimize and mystify state violence projects. Officials and the media use racialized logics and narratives to blame the victims of state violence for their own suffering, justifying continued or increased state violence.
Originality/value
The concept of victim blaming is most often associated with violence against women. Here I demonstrate that victim blaming is also a useful tool for understanding state violence, particularly when attention is given to the place of racializing narratives.
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Robert M. Cornell and Rick C. Warne
We investigate the social and legal blame that investors assign to auditors following unfavorable outcomes using the precision of accounting guidance described as principles-based…
Abstract
We investigate the social and legal blame that investors assign to auditors following unfavorable outcomes using the precision of accounting guidance described as principles-based (i.e., less-precise) or rules-based (i.e., more precise), and why investors assign blame at differing levels. We also examine how the precision of accounting guidance is related to perceptions of auditors’ ethical characteristics. We posit that blame assigned to auditors differs based on auditors’ perceived decision-making control. Results indicate a significant association between the precision of accounting guidance and social blame, and a positive association between social blame and legal blame under standards described as less-precise. Investors are also more likely to make negative evaluations of the auditor’s ethical characteristics under less-precise accounting following an unfavorable outcome, which helps explain the association between social and legal blame. Our findings suggest that auditors could face additional blame as a result of a trend toward less-precise accounting guidance, with investors being more likely to question the auditors’ ethical characteristics following unfavorable outcomes.
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Frank Germann, Ronald L. Hess and Margaret G. Meloy
Prior research has documented that product failures can be among a firm's worst nightmares. In this research, we examine if retailers are also held accountable by consumers when…
Abstract
Prior research has documented that product failures can be among a firm's worst nightmares. In this research, we examine if retailers are also held accountable by consumers when products that they sold, but did not manufacture, fail. In two studies, we show that consumers not only blame multiple parties when product failures occur – including the retailer – but also that manufacturer brand equity and retailer store image serve as important contextual cues in the blame assignment process. Specifically, building on congruity theory, we show that retailers are especially susceptible to being held responsible for failure if the equity of the failed product and the retailer store image are incongruent. Our findings also indicate that value-oriented retailers are particularly vulnerable to being blamed when high-equity products fail. Our findings suggest measuring attribution of blame between the manufacturer and retailer involved in a product failure event – instead of only the manufacturer as has been the norm in extant research – facilitates our understanding of consumer responses when product failures occur.
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Liangyan Wang, Eugene Y. Chan and Ali Gohary
During a brand crisis, consumers construct attributions to understand the cause of the crisis and to assign blame, with attributions of blame to firms consequently lowering brand…
Abstract
Purpose
During a brand crisis, consumers construct attributions to understand the cause of the crisis and to assign blame, with attributions of blame to firms consequently lowering brand attitudes. The purpose of this paper is to explore attributions of blame in performance- versus values-related brand crisis. Do consumers assign different levels of blame to values- versus performance-related brand crises?
Design/methodology/approach
The authors conducted three experimental studies, plus one pilot study, with American, British and Australian participants in which they manipulated the type of brand crisis as values- or performance-related to determine the extent to which consumers attribute blame to the firm and the effects of those attributions on consumers’ brand attitudes.
Findings
Findings indicated that consumers assign more blame to firms for a values-related brand crisis than for a performance-related brand crisis.
Research limitations/implications
The findings of this study explain how consumers are harsher towards firms that violate some moral or social standards than those that exhibit product defects.
Practical implications
For branding and public relations officials, finding greater internal attribution for values-related brand crises offers implications for how and what information about such crises ought to be conveyed to manage consumer response and brand reputation.
Originality/value
To the best of the authors’ knowledge, the findings are the first to explore attributions in blame toward values- and performance-related brand crises.
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Shaofeng Yuan, Jinping Li and Ying Gao
This study investigated a new attributional phenomenon in a brand scandal setting in which consumers tend to blame the top management of a brand, even though it was the frontline…
Abstract
Purpose
This study investigated a new attributional phenomenon in a brand scandal setting in which consumers tend to blame the top management of a brand, even though it was the frontline parties that caused the scandal. The authors termed this phenomenon upward blame attribution (UBA), shedding light on whether consumers in a host country indicate a higher UBA for a multinational (vs domestic) brand scandal, which in turn reinforces their revenge and impairs their reconciliation reactions, and whether these effects are contingent on consumer animosity.
Design/methodology/approach
Two experimental studies were conducted with real and fictitious brand/product and country stimuli with 1,399 Chinese participants.
Findings
Both studies verified UBA and found that Chinese consumers' UBA is higher for multinational (vs domestic) brand scandals, which drives their stronger desire for revenge and weaker desire for reconciliation. Moreover, consumers with high (vs low) animosity toward a multinational brand's home country reported a higher UBA for the multinational (vs domestic) brand scandal, which in turn reinforces their desire for revenge and impairs their desire for reconciliation.
Practical implications
The study provides new insights into host-country consumers' more severe UBA and responses toward multinational versus domestic brand scandals and the amplifying role of consumer animosity in these processes. It also has implications for mitigating host-country consumers' UBA and negative responses to multinational brand scandals.
Originality/value
This study contributes to the blame attribution literature by verifying consumers' UBA and the country-of-origin (COO) literature by revealing host-country consumers' higher UBA, stronger revenge desire and weaker reconcile desire toward multinational (vs domestic) brand scandals. It extends the knowledge regarding consumers' blame attributions toward the top management of a multinational (vs domestic) brand in scandals and the impact of such attributions.
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