McQuilken, Lisa and Bednall, David 2008, Service recovery in a service guarantee context, in ANZMAC 2008 : Australian and New Zealand Marketing Academy Conference 2008 : Marketing : Shifting the Focus from Mainstream to Offbeat, Promaco Conventions, Canning Bridge, W.A., pp. 1-8.
Australian and New Zealand Marketing Academy Conference
Place of publication
Canning Bridge, W.A.
This study employed a 2 x 2 full-factorial, between-subjects design experiment examining the influence of service failure severity and fix on hotel guests’ satisfaction following invocation of a service guarantee. The study involved a sample of 130 online panel members. As expected, guests are less dissatisfied following a minor (versus a major) service failure while satisfaction is enhanced when the problem is corrected. Surprisingly, fix has a stronger influence on satisfaction when a severe failure occurs, and satisfaction evaluations are approximately equal regardless of the severity of the failure when the problem is fixed.
Reproduced with the specific permission of the copyright owner.
Field of Research
150501 Consumer-Oriented Product or Service Development
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