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Recover : A seven-element concept for evaluating recovery Bhandari, Mahesh S. and Polonsky, Michael 2004, Recover : A seven-element concept for evaluating recovery, in ANZMAC 2004 : marketing accountabilities and responsibilities, proceedings, School of Marketing and International Business, Victoria University of Wellington, Wellington, N.Z., pp. 1-8. Attached Files Name Description MIMEType Size Downloads polonsky-recoveraseven-2004.pdf Published version application/pdf 120.51KB 190 Title Recover : A seven-element concept for evaluating recovery Author(s) Bhandari, Mahesh S. Polonsky, Michael Conference name Australian & New Zealand Marketing Academy. Conference (2004 : Victoria University of Wellington) Conference location Wellington, New Zealand Conference dates 29 November-1 December 2004 Title of proceedings ANZMAC 2004 : marketing accountabilities and responsibilities, proceedings Editor(s) Wiley, Jim Thirkell, Peter Publication date 2004 Start page 1 End page 8 Publisher School of Marketing and International Business, Victoria University of Wellington Place of publication Wellington, N.Z. Keyword(s) service failure customer satisfaction service encounter service recovery Summary In recent years empirical investigations into service recovery have examined the impact of firm’s recovery attempt on consumers’ post-purchase decisions. However, these measurements tended to be based on one or two outcomes ignoring the complexity of post purchase behavior. As such, there exist limited empirical studies of multiple consumer outcomes. This paper considers the need to examine the impact of service recovery processes using multiple customer-based factors. Seven outcome issues are identified and described in this paper that relate to the essence of a positive after-service affiliations of customer with the service provider. Notes Reproduced with the specific permission of the copyright owner. ISBN 0475122143 9780475122148 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 Persistent URL http://hdl.handle.net/10536/DRO/DU:30016344 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, 13:58:35 EST Thu, 14 May 2009, 14:02:13 EST Thu, 14 May 2009, 14:03:00 EST Fri, 24 Jul 2009, 14:47:42 EST Tue, 22 Dec 2009, 08:19:48 EST Tue, 22 Dec 2009, 08:22:26 EST Mon, 11 Jan 2010, 13:55:44 EST Wed, 03 Mar 2010, 08:54:17 EST Filtered Full Access Statistics: 348 Abstract Views, 190 File Downloads  -  Detailed Statistics Created: Thu, 14 May 2009, 13:58:34 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.