Deakin home > Deakin University Library > Deakin Research Online > The influence of locus of attribution, level of employee authority and employee concern on consumers postrecovery evaluations

The influence of locus of attribution, level of employee authority and employee concern on consumers postrecovery evaluations

McQuilken, Lisa and Perry, Anna 2007, The influence of locus of attribution, level of employee authority and employee concern on consumers postrecovery evaluations, in ANZMAC 2007 : 3Rs, reputation responsibility relevance, University of Otago, School of Business, Dept. of Marketing, Dunedin, New Zealand, pp. 2745-2752.

Attached Files (Some files may be inaccessible until you login with your Deakin Research Online credentials)
Name Description MIMEType Size Downloads

Title The influence of locus of attribution, level of employee authority and employee concern on consumers postrecovery evaluations
Author(s) McQuilken, Lisa
Perry, Anna
Conference name Australian & New Zealand Marketing Academy. Conference (2007 : University of Otago)
Conference location University of Otago, Dunedin, NZ
Conference dates 3-5 December 2007
Title of proceedings ANZMAC 2007 : 3Rs, reputation responsibility relevance
Editor(s) Thyne, Maree
Deans, Kenneth
Gnoth, Juergen
Publication date 2007
Conference series Australian and New Zealand Marketing Academy Conference
Start page 2745
End page 2752
Publisher University of Otago, School of Business, Dept. of Marketing
Place of publication Dunedin, New Zealand
Summary This study employed a 3 x 2 x 2 full-factorial, between-subjects design experiment involving locus of attribution, concern, and the level of authority of the employee performing the recovery on consumers’ postcomplaint evaluations. The research, conducted in a restaurant context, involved a sample of 411 undergraduate students. Findings suggest that customers are less dissatisfied and more likely to revisit the restaurant when the location of the cause of the failure is internal (i.e., they are to blame). In addition, consumers are less likely to repurchase when the manager, as opposed to the waiter, is responsible for the service failure.
ISBN 9781877156299
9781877156280
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2007, ANZMAC
Persistent URL http://hdl.handle.net/10536/DRO/DU:30008119

Document type: Conference Paper
Collection: School of Management and Marketing
Connect to link resolver
 
Unless expressly stated otherwise, the copyright for items in Deakin Research Online is owned by the author, with all rights reserved.

Versions
Version Filter Type
Access Statistics: 421 Abstract Views, 0 File Downloads  -  Detailed Statistics
Created: Mon, 29 Sep 2008, 09:04:46 EST