An overview of the consequences studied in SFR research in the luxury context
| Category | Consequence* | Operating definition | Representative literature support |
|---|---|---|---|
| Consumer(s) | Customer expectations (−) | Customers’ perceptions of how the service encounter would be before they enter into the exchange | Chen, Law, and Yan (2022) |
| Consumer well-being (−) | Reflected in consumers’ better quality of life at an aggregate level | Sirgy (2021) | |
| Moral disengagement (+) | When customers perceive negative traits or actions on the part of a brand, they tend to dissociate or avoid the brand on moral considerations | Ahn (2023) | |
| Firm(s) | Employee workaholism (−) | Too much emphasis on and thinking about work both during working and non-working hours | Boadi et al. (2022) |
| Employees’ fear-based silence (+) | Withholding information and knowledge about an issue that needs resolution out of fear of retribution | Boadi et al. (2022) | |
| Firm’s reputation (−) | Market standing of a firm based on past conduct | Chen et al. (2022) | |
| Revenues/Sales (−) | Earnings of the firm without adjusting for any costs | Sharma and Aggarwal (2021) | |
| Consumer-firm relationship | Anticonsumption (+) | Reduction or complete avoidance of buying from a firm or an entire product category | Mrad et al. (2022) |
| Attitude toward the firm (−)/Brand attitude dilution (+)/Impaired brand image | A predisposition toward the firm, which could be positive or negative in valence | Ward and Dahl (2014) | |
| Brand hate (+)/Brand negative affect (+)/Brand love (−) | Intense negative emotions directed at the brand | Bryson et al. (2013) | |
| Brand loyalty (−)/Loyalty (−) | A favorable attitude toward the brand and an inclination to purchase it despite situational benefits offered by alternatives | Morgeson III et al. (2020) | |
| Future behavioral intention (−)/Repurchase intentions, Purchase intention, Willingness to purchase (−), Negative behavioral intention (+) | Recurring inclination of continuing the buying relationship with the same firm | Keaveney et al. (2007), Kozub et al. (2014) | |
| Marketing research cooperation (−) | Customer assistance to a firm that is helpful toward improving its marketing performance through participation in new offering design, evaluating advertising campaigns, or, in general, giving opinions on any aspect of its offerings | Lacey (2012) | |
| Negative word of mouth (+)/Positive word of mouth (−) | Sharing one’s consumption experience with other individuals or groups in society | Jun et al. (2017) | |
| Recovery satisfaction (+/−) | Perceived contentment with how the firm has redressed a consumer complaint following a service failure | Kim and Jang (2022) | |
| Switching (+) | Terminating a buying relationship with one firm and starting it with another competitor | Sahin et al. (2017) | |
| Trust (−) | The expectation that the firm will provide goods and services of high quality, i.e., the firm is seen as dependable | Han et al. (2018) |
| Category | Consequence* | Operating definition | Representative literature support |
|---|---|---|---|
| Consumer(s) | Customer expectations (−) | Customers’ perceptions of how the service encounter would be before they enter into the exchange | |
| Consumer well-being (−) | Reflected in consumers’ better quality of life at an aggregate level | ||
| Moral disengagement (+) | When customers perceive negative traits or actions on the part of a brand, they tend to dissociate or avoid the brand on moral considerations | ||
| Firm(s) | Employee workaholism (−) | Too much emphasis on and thinking about work both during working and non-working hours | |
| Employees’ fear-based silence (+) | Withholding information and knowledge about an issue that needs resolution out of fear of retribution | ||
| Firm’s reputation (−) | Market standing of a firm based on past conduct | ||
| Revenues/Sales (−) | Earnings of the firm without adjusting for any costs | ||
| Consumer-firm relationship | Anticonsumption (+) | Reduction or complete avoidance of buying from a firm or an entire product category | |
| Attitude toward the firm (−)/Brand attitude dilution (+)/Impaired brand image | A predisposition toward the firm, which could be positive or negative in valence | ||
| Brand hate (+)/Brand negative affect (+)/Brand love (−) | Intense negative emotions directed at the brand | ||
| Brand loyalty (−)/Loyalty (−) | A favorable attitude toward the brand and an inclination to purchase it despite situational benefits offered by alternatives | ||
| Future behavioral intention (−)/Repurchase intentions, Purchase intention, Willingness to purchase (−), Negative behavioral intention (+) | Recurring inclination of continuing the buying relationship with the same firm | ||
| Marketing research cooperation (−) | Customer assistance to a firm that is helpful toward improving its marketing performance through participation in new offering design, evaluating advertising campaigns, or, in general, giving opinions on any aspect of its offerings | ||
| Negative word of mouth (+)/Positive word of mouth (−) | Sharing one’s consumption experience with other individuals or groups in society | ||
| Recovery satisfaction (+/−) | Perceived contentment with how the firm has redressed a consumer complaint following a service failure | ||
| Switching (+) | Terminating a buying relationship with one firm and starting it with another competitor | ||
| Trust (−) | The expectation that the firm will provide goods and services of high quality, i.e., the firm is seen as dependable |
Note(s): * These signs represent the more likely valence of the relationship between SFR and its outcomes. However, other possibilities exist, e.g., when firms offer satisfactory service recoveries
Source(s): Table by author
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