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.

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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
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Created: Fri, 26 Nov 2010, 12:36:39 EST by Katrina Fleming

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