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There's a fly in my soup : the influence of service guarantees and personal requests on customer voice McQuilken, Lisa and Robertson, Nichola 2010, There's a fly in my soup : the influence of service guarantees and personal requests on customer voice, in ANZMAC 2010 : Doing more with less : Proceedings of the 2010 Australian and New Zealand Marketing Academy Conference, University of Canterbury, Christchurch, N.Z., pp. 1-9. Attached Files Name Description MIMEType Size Downloads mcquilken-theresaflyin-2010.pdf Published version application/pdf 121.39KB 38 Title There's a fly in my soup : the influence of service guarantees and personal requests on customer voice Author(s) McQuilken, Lisa Robertson, Nichola Conference name Australian and New Zealand Marketing Academy. Conference (2010 : Christchurch, N.Z.) Conference location Christchurch, N.Z. Conference dates 29 Nov. - 1 Dec. 2010 Title of proceedings ANZMAC 2010 : Doing more with less : Proceedings of the 2010 Australian and New Zealand Marketing Academy Conference Editor(s) Ballantine, Paul Finsterwalder, Jörg Publication date 2010 Conference series Australian and New Zealand Marketing Academy Conference Start page 1 End page 9 Total pages 9 Publisher University of Canterbury Place of publication Christchurch, N.Z. Keyword(s) Customer complaint behavior Service guarantees Service workers Service failure severity Summary Anecdotal evidence suggests that service guarantees and personal requests by service workers encourage customers to voice following failure. However, empirical support for these tactics in facilitating complaints to the organisation is limited. To address this deficiency, a 3 (guarantee treatment: none, unconditional or combined) x 2 (personal request to voice: yes or no) x 2 (failure severity: minor or major) full factorial, between subjects experiment was conducted in a restaurant context. Findings suggest that offering a service guarantee, regardless of whether it is unconditional or combined, can encourage voice. Severity of the failure was also found to be associated with voice. Surprisingly, however, a personal request to voice was not related to customers’ voice intentions. Implications of the findings are discussed. ISBN 9780473178208 Language eng Field of Research 150501 Consumer-Oriented Product or Service Development Socio Economic Objective 910403 Marketing HERDC Research category E1 Full written paper - refereed HERDC collection year 2010 Copyright notice ©2010, The Authors Persistent URL http://hdl.handle.net/10536/DRO/DU:30032046 Document type: Conference Paper Collections: Faculty of Business and Law Deakin Graduate School of Business School of Management and Marketing Open Access Collection Related Links Link Description Connect to conference website 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. 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. Versions Version Filter Type Tue, 21 Dec 2010, 13:45:30 EST Wed, 22 Dec 2010, 08:38:25 EST Wed, 22 Dec 2010, 08:41:52 EST Wed, 22 Dec 2010, 08:42:37 EST Thu, 06 Jan 2011, 14:58:25 EST Thu, 06 Jan 2011, 14:59:09 EST Fri, 07 Jan 2011, 12:39:49 EST Fri, 07 Jan 2011, 12:41:01 EST Wed, 19 Jan 2011, 11:23:30 EST Wed, 19 Jan 2011, 11:24:46 EST Fri, 16 Mar 2012, 18:28:19 EST Fri, 01 Mar 2013, 12:40:05 EST Filtered Full Access Statistics: 288 Abstract Views, 38 File Downloads  -  Detailed Statistics Created: Tue, 21 Dec 2010, 13:45:24 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.