The influence of failure severity and employee effort on service recovery in a service guarantee context McQuilken, Lisa 2010, The influence of failure severity and employee effort on service recovery in a service guarantee context, Australasian marketing journal, vol. 18, no. 4, pp. 214-221, doi: 10.1016/j.ausmj.2010.07.003. Attached Files Name Description MIMEType Size Downloads Title The influence of failure severity and employee effort on service recovery in a service guarantee context Author(s) McQuilken, Lisa Journal name Australasian marketing journal Volume number 18 Issue number 4 Start page 214 End page 221 Total pages 8 Publisher Elsevier Ltd Place of publication Oxford, England Publication date 2010-11 ISSN 1441-3582 1839-3349 Keyword(s) service failure severity service recovery perceived employee effort negative WOM Language eng DOI 10.1016/j.ausmj.2010.07.003 Field of Research 150506 Marketing Theory Socio Economic Objective 910403 Marketing HERDC Research category C1 Refereed article in a scholarly journal HERDC collection year 2010 Copyright notice ©2010, Australian and New Zealand Marketing Academy. Persistent URL http://hdl.handle.net/10536/DRO/DU:30031370 Document type: Journal Article Collections: Faculty of Business and Law School of Management and Marketing Related Links Link Description Connect to published version (restricted access) Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Fri, 26 Nov 2010, 12:36:43 EST Fri, 26 Nov 2010, 14:51:08 EST Fri, 26 Nov 2010, 14:52:39 EST Thu, 16 Jun 2011, 09:57:48 EST Thu, 01 Dec 2011, 13:02:29 EST Thu, 01 Dec 2011, 13:04:16 EST Tue, 28 Feb 2012, 11:57:17 EST Tue, 28 Feb 2012, 11:58:00 EST Mon, 16 Jun 2014, 16:54:11 EST Wed, 27 Aug 2014, 22:29:10 EST Thu, 11 Dec 2014, 16:50:25 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 12 times in Scopus Search Google Scholar Access Statistics: 523 Abstract Views, 3 File Downloads  -  Detailed Statistics Created: Fri, 26 Nov 2010, 12:36:39 EST by Katrina Fleming

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