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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.

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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

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Created: Thu, 14 May 2009, 13:58:34 EST by Leanne Swaneveld