Consumer Response to Service Failure (Supply Chain Management Alternative Thesis)

The purpose of this thesis is to gain insight into the work of Arizona State University Supply Chain professors, as well as Supply Chain faculty from around the world. In order to gain a more thorough understanding of the research, a summary and reflection will be provided for each of the seminars attended. Summaries will include a brief background of the presenters, a summary of their research, and my personal takeaways. The seminars include research from Dr. Srimathy Mohan and Dr. Adegoke Oke from Arizona State University. Each of these professors will cover the topic of their past and/or current research in addition to their findings and key conclusions. Additionally, research from Dr. Barb Flynn of Indiana University and Dr. Seyed Emadi of University of North Carolina will be included. Research from Dr. Flynn is on the subject of understanding adaption to sustainable technologies, specifically within a manufacturing context. Research from Dr. Emadi is on the topic of determining the most effective policies to reduce attrition, specifically in call center businesses.
This thesis also includes a literature review on the subject of consumer responses to service failure. Specifically, it covers 10 articles related to the overarching subject of consumer responses to service failures in a variety of scenarios and industries. Additionally, it includes a section of potential areas for future research, with an emphasis on the growing online cloud services industry. There is room for additional research to be completed in terms of determining where consumers will place their blame for service failures that occur on cloud service platforms such as online gaming.