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Variation in consumer outcomes : does the type of failure (process or outcome) matter? Bhandari, Mahesh Singh and Polonsky, Michael 2007, Variation in consumer outcomes : does the type of failure (process or outcome) matter?, in ANZMAC 2007 : 3Rs, reputation responsibility relevance, University of Otago, School of Business, Dept. of Marketing, Dunedin, New Zealand, pp. 2767-2774. Attached Files Name Description MIMEType Size Downloads polonsky-variationinconsumers-2007.pdf Published version application/pdf 96.47KB 348 Title Variation in consumer outcomes : does the type of failure (process or outcome) matter? Author(s) Bhandari, Mahesh Singh Polonsky, Michael Conference name Australian & New Zealand Marketing Academy. Conference (2007 : University of Otago) Conference location University of Otago, Dunedin, New Zealand Conference dates 3-5 December 2007 Title of proceedings ANZMAC 2007 : 3Rs, reputation responsibility relevance Editor(s) Thyne, Maree Deans, Kenneth R. Gnoth, Juergen Publication date 2007 Conference series Australian and New Zealand Marketing Academy Conference Start page 2767 End page 2774 Publisher University of Otago, School of Business, Dept. of Marketing Place of publication Dunedin, New Zealand Summary Literature suggests that various customer outcomes are likely to be negative after a failed service encounter. Service failures can arise for many reasons and consumers may react differently, depending on the type of failure. This study focuses on exploring whether consumer outcomes differ based on whether the consumer experiences a process failure or outcome failure. The results from this study suggest that variations in consumer outcomes differ across the two types of failures; with consumers generally being more dissatisfied in outcome failure situations as compared to process failure situations. Notes Reproduced with the specific permission of the copyright owner. ISBN 9781877156280 Language eng Field of Research 150501 Consumer-Oriented Product or Service Development HERDC Research category E1.1 Full written paper - refereed ERA Research output type E Conference publication Copyright notice ©2007, ANZMAC Persistent URL http://hdl.handle.net/10536/DRO/DU:30016330 Document type: Conference Paper Collections: School of Management and Marketing Higher Education Research Group Open Access Collection Related Links Link Description Connect to published version 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 Thu, 14 May 2009, 11:40:05 EST Thu, 14 May 2009, 11:40:42 EST Thu, 11 Jun 2009, 15:31:07 EST Fri, 24 Jul 2009, 14:52:24 EST Mon, 27 Jul 2009, 16:42:21 EST Tue, 06 Oct 2009, 13:33:31 EST Fri, 30 Oct 2009, 09:28:28 EST Fri, 06 Nov 2009, 12:29:02 EST Tue, 23 Mar 2010, 12:56:30 EST Fri, 16 Mar 2012, 16:47:33 EST Filtered Full Access Statistics: 473 Abstract Views, 348 File Downloads  -  Detailed Statistics Created: Thu, 14 May 2009, 11:40:01 EST by Leanne Swaneveld

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.