DRO

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.

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

Versions
Version Filter Type
Citation counts: Scopus Citation Count Cited 2 times in Scopus
Google Scholar Search Google Scholar
Access Statistics: 345 Abstract Views, 3 File Downloads  -  Detailed Statistics
Created: Fri, 26 Nov 2010, 12:36:39 EST by Katrina Fleming

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.