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Role of organizational service recovery actions on sustomer switching intentions in a process based service failure : does speed of recovery matters?

Bhandari, Mahesh S. and Polonsky, Michael 2005, Role of organizational service recovery actions on sustomer switching intentions in a process based service failure : does speed of recovery matters?, in ANZMAC 2005 : Proceedings of the Australia and New Zealand Marketing Association Conference 2005, ANZMAC, [Perth, W.A.], pp. 17-23.

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Title Role of organizational service recovery actions on sustomer switching intentions in a process based service failure : does speed of recovery matters?
Author(s) Bhandari, Mahesh S.
Polonsky, Michael
Conference name Australia and New Zealand Marketing Association Conference (2005 : Fremantle, W.A.)
Conference location Fremantle, W.A.
Conference dates 5-7 December 2005
Title of proceedings ANZMAC 2005 : Proceedings of the Australia and New Zealand Marketing Association Conference 2005
Editor(s) Purchase, Sharon
Publication date 2005
Conference series Australia and New Zealand Marketing Association Conference
Start page 17
End page 23
Publisher ANZMAC
Place of publication [Perth, W.A.]
Summary The study examines how organizational activities of compensation and empowerment impact on consumers switching intentions and also whether these differ based on the speed of service recovery. Data is collected using hypothetical scenarios in a situation of process failure. It is found that there is no direct effect of either compensation or empowerment on switching intent, although the interaction effect is significant when recovery occurs quickly.
ISBN 0646455028
064645546X
9780646455020
9780646455464
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 ©Reproduced with the specific permission of the copyright owner.
Persistent URL http://hdl.handle.net/10536/DRO/DU:30016358
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Created: Thu, 14 May 2009, 15:49:29 EST by Leanne Swaneveld