Publications Database

Welcome to the new Schulich Peer-Reviewed Publication Database!

The database is currently in beta-testing and will be updated with more features as time goes on. In the meantime, stakeholders are free to explore our faculty’s numerous works. The left-hand panel affords the ability to search by the following:

  • Faculty Member’s Name;
  • Area of Expertise;
  • Whether the Publication is Open-Access (free for public download);
  • Journal Name; and
  • Date Range.

At present, the database covers publications from 2012 to 2020, but will extend further back in the future. In addition to listing publications, the database includes two types of impact metrics: Altmetrics and Plum. The database will be updated annually with most recent publications from our faculty.

If you have any questions or input, please don’t hesitate to get in touch.


Search Results

Fischer, E., Otnes, C. and Tuncay, L. (2015). "The Nature and Implications of Consumers’ Experiential Framings of Failure in High-Risk Service Contexts", Journal of Service Research, 18(3), 303-317.

Open Access Download

Abstract Many services, particularly those related to health care, can be considered high-risk in that despite service providers’ best efforts, consumers may not attain the outcomes they hope to achieve. Recent research highlights how cultural models regarding service providers influence the ways consumers experience and respond to failure. What bears investigating is how these cultural models and consumers’ related framings of failure shape consumer experience in high-risk contexts. Analyzing data from informants engaged with various types of infertility services, we develop a typology of four consumer experiential framings of failure that explore their experiences across three dimensions. These are as follows: the implicit cultural model that shapes relationships with service providers, the implicit cultural model regarding goal pursuit, and consumers’ tacit understandings regarding their appropriate courses of action in response to failure. We link each distinct type of experiential framing to consumers’ distinct set of expectations related to service recovery. And we offer insights for service providers on how to manage their relationships with consumers and (in the tradition of transformative services research) how to enhance consumer well-being.