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 contributionposted on 2007-01-01, 00:00 authored by M Bhandari, Michael PolonskyMichael Polonsky
This 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.