Centre for Service Management

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Presentation by Professor Dr Gianfranco Walsh on Individual and Group Service Failures

Gianfranco Walsh and Thorsten Gruber

Professor Dr Gianfranco Walsh, Chair of General Management and Marketing at Friedrich-Schiller University of Jena in Germany, visited Loughborough University and gave a presentation on “Individual and Group Service Failures – Same Difference?”

Professor Walsh presented the results of a research study he conducted in co-operation with Dipl. Psych. Arne K. Albrecht (Friedrich-Schiller University of Jena) and Professor Sharon E. Beatty (University of Alabama, USA). The study results showed that individual service failures (ISF) and group service failures (GSF) produce distinct subjective customer experiences. Customers experiencing GSFs indicated more anger and complaint intentions and were more likely to engage in negative WOM.