Papers by Patrick Fennell
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2016
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Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2016
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Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2016
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This research builds upon a service recovery framework, providing new perspectives on the role of... more This research builds upon a service recovery framework, providing new perspectives on the role of two discrete, positive emotions – gratitude and pride – in process-oriented service failure and service recovery encounters. Specifically, this research demonstrates that recovery actions are appraised and trigger these emotions to promote the positive satisfaction–RPI link. Study 1 highlights the importance of service providers' recovery intentions , finding that benevolent motivations can be appraised to elicit gratitude and mediate the effects of recovery actions on outcomes. Study 2 reveals the effects of the agent responsible for the service recovery, showing that positive effects of service provider and customer initiated recovery determines whether gratitude or pride is elicited, with both emotions promoting favorable effects. Implications of these service provider recovery strategies are discussed along with suggestions that further investigations move away from global emotions and toward discrete emotions to further understand the existing service recovery framework.
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Price discrimination fairness research demonstrates that the level of familiarity consumers have ... more Price discrimination fairness research demonstrates that the level of familiarity consumers have with a price discrimination tactic influences their fairness judgments. In this paper, the authors empirically demonstrate that these findings are not universal. Specifically, the findings indicate that the fit between the (a) variables upon which the price discrimination tactic focuses and (b) the decision criteria by which products or services offered by the firm are judged (i.e., fence-context fit) moderates the impact of the familiarity on price discrimination fairness judgments. Two experiments examine how the factors of fence-context fit and familiarity lead to different price discrimination fairness judgments and provide process evidence of a critical affective component of consumer response to price discrimination tactics based on suspicion. The findings provide implications for managers to carefully consider price discrimination policies by taking adequate precautions in an effort to reduce perceptions of unfairness.
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Papers by Patrick Fennell