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The Influence of Incidental Similarity on Observers’ Causal Attributions and Reactions to a Service Failure

The Influence of Incidental Similarity on Observers’ Causal Attributions and Reactions to a... Observers’ reactions to a service failure and their attributions of responsibility for its occurrence can depend on fortuitous characteristics of the protagonists that happen to draw their attention. Four field and laboratory experiments show that when observers have an incidental similarity to one of the persons involved in a service failure (the customer or the service provider), their attention is drawn to this protagonist, often leading them to construe the situation from this person’s perspective and consequently to blame the protagonist less for the negative event they observe. However, when an incidentally similar protagonist is rude or has an undesirable personal characteristic (i.e., obesity), observers’ greater attention to that person increases their attributions of responsibility to him or her rather than decreasing it. These opposing effects of incidental similarity on attributions influence not only observers’ evaluations of the persons involved in the situation they observe, but also their willingness to patronize the establishment. These effects occur both when observers actually witness a conflict offline and when they consider it online on the basis of reviews. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Consumer Research Oxford University Press

The Influence of Incidental Similarity on Observers’ Causal Attributions and Reactions to a Service Failure

Wan, Lisa C; Wyer, Robert S
Journal of Consumer Research , Volume 45 (6): 19 – Apr 1, 2019
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Publisher
Oxford University Press
Copyright
© The Author(s) 2018. Published by Oxford University Press on behalf of Journal of Consumer Research, Inc. All rights reserved. For permissions, please e-mail: journals.permissions@oup.com
ISSN
0093-5301
eISSN
1537-5277
DOI
10.1093/jcr/ucy050
Publisher site
See Article on Publisher Site

Abstract

Observers’ reactions to a service failure and their attributions of responsibility for its occurrence can depend on fortuitous characteristics of the protagonists that happen to draw their attention. Four field and laboratory experiments show that when observers have an incidental similarity to one of the persons involved in a service failure (the customer or the service provider), their attention is drawn to this protagonist, often leading them to construe the situation from this person’s perspective and consequently to blame the protagonist less for the negative event they observe. However, when an incidentally similar protagonist is rude or has an undesirable personal characteristic (i.e., obesity), observers’ greater attention to that person increases their attributions of responsibility to him or her rather than decreasing it. These opposing effects of incidental similarity on attributions influence not only observers’ evaluations of the persons involved in the situation they observe, but also their willingness to patronize the establishment. These effects occur both when observers actually witness a conflict offline and when they consider it online on the basis of reviews.

Journal

Journal of Consumer Research – Oxford University Press

Published: Apr 1, 2019

Keywords: incidental similarity; attribution; service failures; perspective taking; observer reactions

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