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Reducing consumer switching intentions following service failure : do empowerment and apology help? Bhandari, Mahesh S. and Polonsky, Michael 2006, Reducing consumer switching intentions following service failure : do empowerment and apology help?, in ANZMAC 2006 : Advancing theory, maintaining relevance, proceedings, Queensland University of Technology, School of Advertising, Marketing and Public Relations, Brisbane, Qld., pp. 1-7. Attached Files Name Description MIMEType Size Downloads polonsky-reducingconsumerswitching-2006.pdf Published version application/pdf 51.33KB 219 Title Reducing consumer switching intentions following service failure : do empowerment and apology help? Author(s) Bhandari, Mahesh S. Polonsky, Michael Conference name Australian & New Zealand Marketing Academy Conference (2006 : Brisbane, Queensland) Conference location Queensland University of Technology, Gardens Point Campus, Brisbane Conference dates 4-6 December 2006 Title of proceedings ANZMAC 2006 : Advancing theory, maintaining relevance, proceedings Editor(s) Patti, Charles H. Drennan, Judy Ali, Yunus van Dessel, Maria Publication date 2006 Conference series Australian and New Zealand Marketing Academy Conference Start page 1 End page 7 Publisher Queensland University of Technology, School of Advertising, Marketing and Public Relations Place of publication Brisbane, Qld. Summary This research explores the effectiveness of apology and empowerment as service recovery actions and their impact on consumers switching intentions within the hospitality industry. It also examines two different types of failure - process failure and outcome and whether consumer-switching intentions vary based on failure type. Results suggest that apology is effective in reducing switching intentions in both types of failure. Employee empowerment reduces switching intentions in outcome failure situations, but increases switching intentions in process settings. There is also an interaction effect of apology and empowerment in the outcome failure setting, but not in the process failure setting. Recommendations for managing service recovery are provided. Notes Reproduced with the specific permission of the copyright owner. ISBN 1741071593 9781741071597 Language eng Field of Research 150599 Marketing not elsewhere classified HERDC Research category E1.1 Full written paper - refereed ERA Research output type E Conference publication Copyright notice ©2006, ANZMAC Persistent URL http://hdl.handle.net/10536/DRO/DU:30016335 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, 12:29:25 EST Thu, 14 May 2009, 12:30:34 EST Thu, 11 Jun 2009, 15:19:37 EST Fri, 24 Jul 2009, 14:48:16 EST Mon, 27 Jul 2009, 16:39:43 EST Mon, 27 Jul 2009, 16:46:59 EST Fri, 20 Nov 2009, 08:30:33 EST Wed, 03 Mar 2010, 08:48:27 EST Fri, 16 Mar 2012, 16:47:56 EST Filtered Full Access Statistics: 457 Abstract Views, 219 File Downloads  -  Detailed Statistics Created: Thu, 14 May 2009, 12:29:21 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.