Banding together in a festival context: Examining effects of a joint-stakeholder external service recovery
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Date
2021
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Elservier
Abstract
Despite substantial growth in revenue and attendance numbers on a global and country level over the past
decades, failure is still a fairly common phenomenon in the events/festival industry. Drawing on two scenario
studies and data collected in the United States, this research investigated the impact on festival-goers’ evalua
tions and behavior of joint-stakeholder external service recoveries, in contrast to the prevalent focus on exam
ining service recoveries by a single stakeholder that caused the failure. Findings revealed that festival-goers had
different perceptions of and behavioral intentions towards the various stakeholders depending on their
perception of fault for the failure. Yet, rather than a predicted joint effect with failure severity, we found a
significant interaction effect of the locus of causality with service recovery measures, either via an internal or
external recovery. Implications of study findings and directions for future research are discussed.
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Keywords
External service recovery; Joint service recovery; Multiple stakeholder settings; Festivals; Experiments