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Justice-based service recovery in a service guarantee context

McQuilken, Lisa. 2009, Justice-based service recovery in a service guarantee context, Ph.D. thesis, School of Management and Marketing, Deakin University.


Title Justice-based service recovery in a service guarantee context
Author McQuilken, Lisa.
Institution Deakin University
School School of Management and Marketing
Faculty Faculty of Business and Law
Degree name Ph.D.
Date submitted 2009
Keyword(s) Service industries - Customer services
Customer services
Consumer satisfaction - Evaluation
Summary Although many service organisations have committed resources to developing service guarantee programmes, empirical research assessing their influence of consumers' post purchase evaluations is limited. This thesis addresses this deficiency in the guarantee literature by adapting and extending an established model of perceived justice and consumer satisfactionto the service guarantee context.
Language eng
Description of original xv, 316 leaves ; 30 cm.
Dewey Decimal Classification 658.812
Persistent URL http://hdl.handle.net/10536/DRO/DU:30027401

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Created: Thu, 01 Apr 2010, 15:58:42 EST

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