“Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters

Abstract

PurposeThis article demonstrates that the type of service setting and the first interaction with an employee influences the customers' intention to stay or leave during an unsatisfactory service encounter, and that these effects are mediated by social lock-in, which describes the perception of a customer that exiting a service encounter early violates social norms.Design/methodology/approachThe hypotheses are tested with two scenario-based experiments using a collective (theater) and high-contact service (restaurant) (N = 1143; 1485).FindingsThe results suggest that social lock-in and the intention to stay are higher in a closed as opposed to an open setting and that the type of setting is, in fact, more important for the decision to stay than sunk costs. Moreover, customers are more likely to stay after an interaction with an employee.Research limitations/implicationsThis article contributes to the research aimed at explaining customers' decisions to stay or leave during an unsatisfactory service encounter. In doing so, the study highlights the constraining power of social norms in service encounters, which contributes to the research on the relationship between the social context and customers' behavior.Practical implicationsThis study suggests that service providers can manage servicescape cues and employee behavior to influence customers' social lock-in perceptions and their decision to stay on or to leave early.Originality/valueThis is the first study to provide quantitative evidence for social lock-in and its determinants in service encounters.