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Service failure and recovery in the presence of service guarantees

McQuilken, Lisa and Shaw, Robin 2005, Service failure and recovery in the presence of service guarantees, in ANZMAC 2005 : Broadening the boundaries, conference proceedings, Australian and New Zealand Marketing Academy, Dunedin, N.Z., pp. 153-160.

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Title Service failure and recovery in the presence of service guarantees
Author(s) McQuilken, Lisa
Shaw, Robin
Conference name Australian and New Zealand Marketing Academy. Conference (2005 : Perth, Western Australia)
Conference location Perth, W.A.
Conference dates 5-7 Dec. 2005
Title of proceedings ANZMAC 2005 : Broadening the boundaries, conference proceedings
Editor(s) Purchase, Sharon
Publication date 2005
Conference series Australian and New Zealand Marketing Academy Conference
Start page 153
End page 160
Total pages 8 p.
Publisher Australian and New Zealand Marketing Academy
Place of publication Dunedin, N.Z.
Summary This paper presents a conceptual model and propositions outlining how, in a service recovery encounter, service guarantees (unconditional and specific) operate in conjunction with other organisational recovery variables (guarantee facilitation and service provider concern), to influence customers’ justice perceptions and subsequent satisfaction evaluations.
ISBN 0646455028
9780646455020
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2005, ANZMAC
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005809

Document type: Conference Paper
Collection: School of Management and Marketing
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