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

Connect to link resolver
Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved.

Version Filter Type
Citation counts: TR Web of Science Citation Count  Cited 0 times in TR Web of Science
Scopus Citation Count Cited 0 times in Scopus
Google Scholar Search Google Scholar
Access Statistics: 341 Abstract Views  -  Detailed Statistics
Created: Thu, 01 Apr 2010, 15:58:42 EST

Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.