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dc.contributor.authorGijsenberg, MJen_US
dc.contributor.authorvan Heerde, HJen_US
dc.contributor.authorVerhoef, PCen_US
dc.date.available2015-10en_US
dc.date.issued2015-10en_US
dc.identifier.citationJournal of Marketing Research, 2015, 52 (5), pp. 642 - 656en_US
dc.identifier.issn1547-7193en_US
dc.description.abstractService providers sometimes face mass service failures. These problems occur across service industries, ranging from severe Internet outages to major delays for airlines or trains. The literature has not yet addressed the following key question: How do service crises affect perceived service quality (PSQ) over time? To answer this question, the authors introduce a Double-Asymmetric Structural Vector Autoregressive model. It captures not only the short- and long-term effects of objective service performance on PSQ but also the differential effects of service crises versus service restoration. The authors analyze a unique data set from a major European railway company, spanning seven years of monthly observations. During this period, severe winter weather caused dramatic service crises. The authors find that performance losses loom larger than gains in the short run and also have permanent negative effects on PSQ in the long run. Consequently, a crisis followed by a restoration will result in a net negative long-term effect on PSQ. The impact of a crisis also depends on the prior trend in objective service performance.en_US
dc.format.extent642 - 656en_US
dc.publisherAmerican Marketing Associationen_US
dc.subjectservice crisesen_US
dc.subjectservice qualityen_US
dc.subjecttime-series modelsen_US
dc.subjectprospect theoryen_US
dc.titleLosses loom longer than gains: Modeling the impact of service crises on perceived service quality over timeen_US
dc.typeJournal Article
dc.citation.volume52en_US
dc.identifier.doi10.1509/jmr.14.0140en_US
dc.description.confidentialfalseen_US
dc.identifier.elements-id256867
dc.relation.isPartOfJournal of Marketing Researchen_US
dc.citation.issue5en_US
dc.description.publication-statusPublisheden_US
pubs.organisational-group/Massey University
pubs.organisational-group/Massey University/Massey Business School
pubs.organisational-group/Massey University/Massey Business School/School of Communication, Journalism and Marketing
dc.identifier.harvestedMassey_Dark
pubs.notesNot knownen_US
dc.subject.anzsrc1505 Marketingen_US


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