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Service recovery in a service guarantee context

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.

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Title Service recovery in a service guarantee context
Author(s) McQuilken, Lisa
Bednall, David
Conference name Australian and New Zealand Marketing Academy Conference (2008 : Sydney, N.S.W.)
Conference location Olympic Park, Sydney, N.S.W.
Conference dates 1-3 December 2008
Title of proceedings ANZMAC 2008 : Australian and New Zealand Marketing Academy Conference 2008 : Marketing : Shifting the Focus from Mainstream to Offbeat
Editor(s) Spanjaard, Daniela
Denize, Sara
Sharma, Neeru
Publication date 2008
Conference series Australian and New Zealand Marketing Academy Conference
Start page 1
End page 8
Publisher Promaco Conventions
Place of publication Canning Bridge, W.A.
Summary 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.
Notes Reproduced with the specific permission of the copyright owner.
ISBN 1863081445
9781863081443
Language eng
Field of Research 150501 Consumer-Oriented Product or Service Development
HERDC Research category E1 Full written paper - refereed
HERDC collection year 2008
Copyright notice ©2008, ANZMAC
Persistent URL http://hdl.handle.net/10536/DRO/DU:30018170

Document type: Conference Paper
Collections: School of Management and Marketing
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