Banding together in a festival context: Examining effects of a joint-stakeholder external service recovery
| dc.contributor.author | Weber, Karin | |
| dc.contributor.author | H.C. Hsu, Cathy | |
| dc.date.accessioned | 2024-10-10T07:20:16Z | |
| dc.date.available | 2024-10-10T07:20:16Z | |
| dc.date.issued | 2021 | |
| dc.description.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. | vi |
| dc.identifier.uri | https://thuvienso.hoasen.edu.vn/handle/123456789/15820 | |
| dc.language.iso | en | vi |
| dc.publisher | Elservier | vi |
| dc.subject | External service recovery; Joint service recovery; Multiple stakeholder settings; Festivals; Experiments | vi |
| dc.title | Banding together in a festival context: Examining effects of a joint-stakeholder external service recovery | vi |
| dc.type | Article | vi |
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