Exam Q3 Revision Flashcards
How did Aacker (2014) define brands?
“Brand is an evolving relationship based on the perceptions and experiences a customer has every time he or she connects with the brand”.
Who stated that service failure is unavoidable?
(Harrison-Walker, 2012)
What did Harrison-Walker (2012) say about service failure?
“No matter how much effort a firm puts into service quality assurance, it is not possible to entirely eliminate service errors”.
What management does service failure come down to?
The management of irrational emotions from human beings.
What is Aristotle’s ‘Theory of The Mean’
Believes that people are often guided by ‘virtues’ within their behaviour.
Virtues lie in the middle way of two extreme states: excess and deficiency
Emotions such as as recklessness/arrogance are in this state of ‘extreme’
It’s about bringing people back to ‘the mean’ (the core problem)- gets the customer to think ‘why have I acted like this?’
What are the 4 causes of SF (online)? (Meuter et al, 2000)
1- Technology Failure
2- Process Failure
3- Poor Design
4- Customer-Driven Failure
What did Rafaeli et al (2017) claim about AI?
It cannot yet resonate genuine emotional competency.
What are the three dimensions within the ‘blame game’? (Heider, 1958)
Locus, Controllability, Stability
What is ‘Locus’?
Whether the cause of failure is located with the customer or outside.
What is ‘Controllability’?
Who the customer believes is responsible.
What is ‘Stability’?
Whether people believe the cause of the incident is temporary or permanent.
Who created the ‘three dimensions’ within the ‘blame game’?
Heider, 1958
