Handling Customer Disconfirmations

A Model of the Service Provider’s Response Process

  • Authors
  • Gaby Mairamhof

Part of the Gabler Edition Wissenschaft book series (FDM)

About this book


How employees deal with potentially disconfirming service encounter situations is of utmost importance for service organizations. Appropriate reactions by frontline service providers can decrease the likelihood of customer disconfirmation and sometimes even convert a disconfirming event into a memorable, satisfying encounter for the customer. In order to design operating policies and training strategies to properly handle disconfirmation situations, it is necessary to investigate frontline service providers' behavior when they are confronted with customer disconfirmations. Gaby Mairamhof gives a model of the service provider's cognitive response process to disconfirmation built on decision theory; the service provider's decision process is seen from an information processing perspective. Based on individual and social psychology the author develops hypotheses about what happens in the service provider's mind within each process step. Organizational and personal variables are identified that may influence the response process. The model is tested empirically and implications concerning the management of critical encounter situations are discussed.


Dienstleistungsmarketing Focus Dienstleistungsmarketing Informationsverarbeitung Sozialpsychologie

Bibliographic information

  • DOI
  • Copyright Information Gabler Verlag | Springer Fachmedien Wiesbaden GmbH, Wiesbaden 1996
  • Publisher Name Deutscher Universitätsverlag
  • eBook Packages Springer Book Archive
  • Print ISBN 978-3-8244-6333-6
  • Online ISBN 978-3-322-95410-7
  • Buy this book on publisher's site
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Chemical Manufacturing
Finance, Business & Banking
Consumer Packaged Goods