Analysis of the Driven Types of Consumer Silence Behaviors in Scenarios of Service Failure

DOI

10.2991/icsste-15.2015.243How to use a DOI?

Keywords

Service failure; consumer silence; brand loyalty

Abstract

It will have significant practical and theoretical value that when we pay attention to the consumer silence behaviors in scenarios of service failure. The paper begins with the exploration of the five types of silence behaviors and their causes, including defense-driven, helplessness-driven, suspicion- driven, pro-social-driven and disregard-driven behaviors, followed by appropriate management strategies proposed on the basis of an analysis of the impact on those types of behaviors on brand loyalty.

Copyright

© 2015, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Wang Wenfeng
PY  - 2015/04
DA  - 2015/04
TI  - Analysis of the Driven Types of Consumer Silence Behaviors in Scenarios of Service Failure
BT  - Proceedings of the 2015 International Conference on Social Science and Technology Education
PB  - Atlantis Press
SP  - 971
EP  - 973
SN  - 2352-5398
UR  - https://doi.org/10.2991/icsste-15.2015.243
DO  - 10.2991/icsste-15.2015.243
ID  - Wenfeng2015/04
ER  -