A Cultural Models Approach to Segmenting Consumer Recovery Expectations

Torsten Ringberg, Gaby Odekerken-Schröder, Glenn L. Christensen

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

Resumé

Service recovery research remains conflicted in its understanding of consumers' recovery expectations and of why similar goods or service failures may lead to different recovery expectations. The authors argue that this conflict results from the assumption that consumer recovery expectations are monolithic and largely homogeneous, driven mainly by behavioral, relational, or contextual stimuli. Instead, recovery scenarios involving high-involvement (i.e., self-relevant) goods and service failures may activate closely held, identity-related cultural models that, though ultimately applied to regain balance (a foundational schema), differ according to their sociocultural heritage and create a range of unique consumer recovery preferences. The authors empirically identify three embodied cultural models—relational, oppositional, and utilitarian—that consumers apply to goods or service failures. Furthermore, the authors discuss implications for service recovery research and services marketing practice and introduce adaptive service recovery diagnostics that enable providers to identify and respond to consumers' varying recovery preferences
OriginalsprogEngelsk
TidsskriftJournal of Marketing
Vol/bind71
Udgave nummer3
Sider (fra-til)194-214
ISSN0022-2429
StatusUdgivet - jul. 2007
Udgivet eksterntJa

Citer dette

Ringberg, T., Odekerken-Schröder, G., & Christensen, G. L. (2007). A Cultural Models Approach to Segmenting Consumer Recovery Expectations. Journal of Marketing, 71(3), 194-214.
Ringberg, Torsten ; Odekerken-Schröder, Gaby ; Christensen, Glenn L. / A Cultural Models Approach to Segmenting Consumer Recovery Expectations. I: Journal of Marketing. 2007 ; Bind 71, Nr. 3. s. 194-214.
@article{5574d4da2dbb409bba4811ea2a5a61bc,
title = "A Cultural Models Approach to Segmenting Consumer Recovery Expectations",
abstract = "Service recovery research remains conflicted in its understanding of consumers' recovery expectations and of why similar goods or service failures may lead to different recovery expectations. The authors argue that this conflict results from the assumption that consumer recovery expectations are monolithic and largely homogeneous, driven mainly by behavioral, relational, or contextual stimuli. Instead, recovery scenarios involving high-involvement (i.e., self-relevant) goods and service failures may activate closely held, identity-related cultural models that, though ultimately applied to regain balance (a foundational schema), differ according to their sociocultural heritage and create a range of unique consumer recovery preferences. The authors empirically identify three embodied cultural models—relational, oppositional, and utilitarian—that consumers apply to goods or service failures. Furthermore, the authors discuss implications for service recovery research and services marketing practice and introduce adaptive service recovery diagnostics that enable providers to identify and respond to consumers' varying recovery preferences",
author = "Torsten Ringberg and Gaby Odekerken-Schr{\"o}der and Christensen, {Glenn L.}",
year = "2007",
month = "7",
language = "English",
volume = "71",
pages = "194--214",
journal = "Journal of Marketing",
issn = "0022-2429",
publisher = "American Marketing Association",
number = "3",

}

Ringberg, T, Odekerken-Schröder, G & Christensen, GL 2007, 'A Cultural Models Approach to Segmenting Consumer Recovery Expectations', Journal of Marketing, bind 71, nr. 3, s. 194-214.

A Cultural Models Approach to Segmenting Consumer Recovery Expectations. / Ringberg, Torsten; Odekerken-Schröder, Gaby; Christensen, Glenn L.

I: Journal of Marketing, Bind 71, Nr. 3, 07.2007, s. 194-214.

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

TY - JOUR

T1 - A Cultural Models Approach to Segmenting Consumer Recovery Expectations

AU - Ringberg, Torsten

AU - Odekerken-Schröder, Gaby

AU - Christensen, Glenn L.

PY - 2007/7

Y1 - 2007/7

N2 - Service recovery research remains conflicted in its understanding of consumers' recovery expectations and of why similar goods or service failures may lead to different recovery expectations. The authors argue that this conflict results from the assumption that consumer recovery expectations are monolithic and largely homogeneous, driven mainly by behavioral, relational, or contextual stimuli. Instead, recovery scenarios involving high-involvement (i.e., self-relevant) goods and service failures may activate closely held, identity-related cultural models that, though ultimately applied to regain balance (a foundational schema), differ according to their sociocultural heritage and create a range of unique consumer recovery preferences. The authors empirically identify three embodied cultural models—relational, oppositional, and utilitarian—that consumers apply to goods or service failures. Furthermore, the authors discuss implications for service recovery research and services marketing practice and introduce adaptive service recovery diagnostics that enable providers to identify and respond to consumers' varying recovery preferences

AB - Service recovery research remains conflicted in its understanding of consumers' recovery expectations and of why similar goods or service failures may lead to different recovery expectations. The authors argue that this conflict results from the assumption that consumer recovery expectations are monolithic and largely homogeneous, driven mainly by behavioral, relational, or contextual stimuli. Instead, recovery scenarios involving high-involvement (i.e., self-relevant) goods and service failures may activate closely held, identity-related cultural models that, though ultimately applied to regain balance (a foundational schema), differ according to their sociocultural heritage and create a range of unique consumer recovery preferences. The authors empirically identify three embodied cultural models—relational, oppositional, and utilitarian—that consumers apply to goods or service failures. Furthermore, the authors discuss implications for service recovery research and services marketing practice and introduce adaptive service recovery diagnostics that enable providers to identify and respond to consumers' varying recovery preferences

M3 - Journal article

VL - 71

SP - 194

EP - 214

JO - Journal of Marketing

JF - Journal of Marketing

SN - 0022-2429

IS - 3

ER -

Ringberg T, Odekerken-Schröder G, Christensen GL. A Cultural Models Approach to Segmenting Consumer Recovery Expectations. Journal of Marketing. 2007 jul;71(3):194-214.