Openly accessible

Consumer evaluations and organisational responses to catastrophic service failures

Johnny 2019, Consumer evaluations and organisational responses to catastrophic service failures, D.Business Administration thesis, Department of Marketing, Deakin University.

Attached Files
Name Description MIMEType Size Downloads
johnny-consumerevaluations-2019.pdf Connect to thesis application/pdf 2.39MB 9

Title Consumer evaluations and organisational responses to catastrophic service failures
Author Johnny
Institution Deakin University
School Department of Marketing
Faculty Faculty of Business and Law
Degree type Research doctorate
Degree name D.Business Administration
Thesis advisor Newton, JoshORCID iD for Newton, Josh orcid.org/0000-0002-7892-361X
Date submitted 2019-01-09
Summary This thesis addresses the under-examined topic of catastrophic service failures. The psychological spatial distance of an airline crash reduces perceived risk, decreasing negative intentions to fly with the airline for those with a low fear of flying. Further, an approach response increases perceived CEO concern, improving consumer attitude and intentions.
Language eng
Description of original 149 p.
Copyright notice ┬ęThe author
Free to Read? Yes
Persistent URL http://hdl.handle.net/10536/DRO/DU:30117173

Connect to link resolver
 
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
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: 16 Abstract Views, 11 File Downloads  -  Detailed Statistics
Created: Wed, 30 Jan 2019, 13:01:17 EST by Bayne Christine

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.