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Proposed multi-dimensional approach to evaluating service recovery Polonsky, Michael, Bhandari, Mahesh S. and Tsarenko, Yelena 2007, Proposed multi-dimensional approach to evaluating service recovery, Journal of services marketing, vol. 21, no. 3, pp. 174-185. Attached Files Name Description MIMEType Size Downloads polonksy-proposemulti-post-2007.pdf Author's post print application/pdf 323.90KB 390 Title Proposed multi-dimensional approach to evaluating service recovery Author(s) Polonsky, Michael Bhandari, Mahesh S. Tsarenko, Yelena Journal name Journal of services marketing Volume number 21 Issue number 3 Start page 174 End page 185 Publisher Emerald Group Publishing Place of publication Bingley, England Publication date 2007 ISSN 0887-6045 Summary Purpose – The purpose of this paper is to extend thinking on service recovery processes and satisfaction with service recovery, using multi-dimensional consumer outcomes. The objective of the work was to propose that satisfaction with service recovery should be based on customers' expectations of the recovery encounter, which would be shaped by their expectations of “non-failed” encounters. Design/methodology/approach – The paper adopts a theoretical approach. Using the existing service recovery literature as well as the traditional services literature, the conceptual framework and associated research propositions are developed. Findings – The proposed framework suggests that service recovery is a service encounter it its own right. The effectiveness of recovery encounters will be based on how encounters operate relative to customer expectations and experiences with regard to the recovery activity. Research limitations/implications – The research propositions and proposed framework need further empirical investigation. Practical implications – The proposed framework suggests that managing service recovery should be undertaken in a similar fashion to managing any service, and thus managers need to understand customers' recovery expectations. Organisations also need to consider how a recovery action impacts on a range of customer outcomes, as focusing on one aspect will not capture consumers' full set of behaviours. Originality/value – The proposed model identifies that service recovery should be evaluated with regard to consumers' recovery expectations and satisfaction is not based on expectations with regard to non-failed encounters. Notes Reproduced with the kind permission of the copyright owner. Language eng Field of Research 150501 Consumer-Oriented Product or Service Development Socio Economic Objective 970115 HERDC Research category C1.1 Refereed article in a scholarly journal Copyright notice ©2007, Emerald Persistent URL http://hdl.handle.net/10536/DRO/DU:30016250 Document type: Journal Article Collections: School of Management and Marketing Higher Education Research Group Open Access Collection Related Links Link Description Connect to published version (restricted access) Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au. Versions Version Filter Type Tue, 21 Apr 2009, 14:46:59 EST Tue, 21 Apr 2009, 14:48:40 EST Thu, 11 Jun 2009, 15:39:39 EST Mon, 27 Jul 2009, 16:40:46 EST Tue, 06 Oct 2009, 13:37:55 EST Wed, 18 Nov 2009, 09:28:57 EST Fri, 14 May 2010, 12:56:14 EST Fri, 24 Feb 2012, 11:32:13 EST Fri, 06 Jul 2012, 13:46:14 EST Fri, 06 Jul 2012, 13:47:56 EST Tue, 27 Aug 2013, 08:25:09 EST Tue, 27 Aug 2013, 08:26:02 EST Filtered Full Citation counts: Cited 25 times in Scopus Search Google Scholar Access Statistics: 434 Abstract Views, 689 File Downloads  -  Detailed Statistics Created: Tue, 21 Apr 2009, 14:46:56 EST by Rachael Mackenzie

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.