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Spoiling Customer Appetites: Online Food Delivery Service Failure Attribution and Repurchase Intent

Tittle, Derek
http://orcid.org/0000-0002-7822-7438
http://rave.ohiolink.edu/etdc/view?acc_num=ouhonors1619092597429207

Abstract Details

2021, Bachelor of Business Administration (BBA), Ohio University, Business Administration.
Increasingly, consumers are ordering from local and chain restaurants using Online Food Delivery (OFD) services via websites and mobile phone applications (e.g., DoorDash, Grubhub, UberEats). This research investigates how repurchase intentions toward restaurants and OFD services differ when a service failure (i.e., a service encounter that fails to meet the customer’s expectations) occurs. Participants were asked about their repurchase intentions in an experimental design after being presented with one of three scenarios. Service failure attribution was placed on one of three agents: the OFD service, the OFD driver, or the restaurant. This study suggests that when the OFD service is at blame, repurchase intentions toward the restaurant are higher than the OFD service. When the OFD driver is to blame, there is no significant difference between the restaurant and OFD’s service repurchase intentions. However, when the restaurant is to blame, repurchase intentions remain higher for the restaurant than the OFD service. This result supports the notion that while OFD services take more of the blame from consumers for OFD service failures, restaurants are somewhat shielded. An ANCOVA analysis offers theoretical and managerial implications, both of which are discussed.
Vic Matta (Advisor)
Jessica Weeks (Committee Member)
Lisa Beeler (Committee Member)
52 p.
Behavioral Sciences; Business Administration; Marketing
online food delivery; repurchase intention; service failure; restaurant; customer loyalty; e-commerce

Recommended Citations

Citations

  • Tittle, D. (2021). Spoiling Customer Appetites: Online Food Delivery Service Failure Attribution and Repurchase Intent [Undergraduate thesis, Ohio University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=ouhonors1619092597429207

    APA Style (7th edition)

  • Tittle, Derek. Spoiling Customer Appetites: Online Food Delivery Service Failure Attribution and Repurchase Intent. 2021. Ohio University, Undergraduate thesis. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=ouhonors1619092597429207.

    MLA Style (8th edition)

  • Tittle, Derek. "Spoiling Customer Appetites: Online Food Delivery Service Failure Attribution and Repurchase Intent." Undergraduate thesis, Ohio University, 2021. http://rave.ohiolink.edu/etdc/view?acc_num=ouhonors1619092597429207

    Chicago Manual of Style (17th edition)

ouhonors1619092597429207
393
© 2021, all rights reserved.
This open access ETD is published by Ohio University Honors Tutorial College and OhioLINK.