polonksy-effectsofdifferential-2007.pdf (52.1 kB)
Effects of differential methods of compensation and employee empowerment on customer satisfaction and loyalty in service recovery
conference contribution
posted on 2007-01-01, 00:00 authored by M Bhandari, Michael PolonskyMichael PolonskyThis research examined the effects of varying compensation (refund and replacement) and employee empowerment (empowered and non-empowered) in service recover situations, using a 2x2 experiment. Analysis was undertaken using mean contrasts and ANOVA's. Findings suggest that empowerment and refund independently impact on post recovery consumer loyalty and satisfaction, but there is no interaction effect.
History
Event
Australian & New Zealand Marketing Academy. Conference (2007 : University of Otago)Pagination
2705 - 2712Publisher
University of Otago, School of Business, Dept. of MarketingLocation
University of Otago, Dunedin, New ZealandPlace of publication
Dunedin, New ZealandStart date
2007-12-03End date
2007-12-05Language
engNotes
Reproduced with the specific permission of the copyright owner.Publication classification
E1.1 Full written paper - refereed; E Conference publicationCopyright notice
2007, ANZMACEditor/Contributor(s)
M Thyne, K Deans, J GnothTitle of proceedings
ANZMAC 2007 : 3Rs, reputation responsibility relevanceUsage metrics
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