In recent years empirical investigations into service recovery have examined the impact of firm’s recovery attempt on consumers’ post-purchase decisions. However, these measurements tended to be based on one or two outcomes ignoring the complexity of post purchase behavior. As such, there exist limited empirical studies of multiple consumer outcomes. This paper considers the need to examine the impact of service recovery processes using multiple customer-based factors. Seven outcome issues are identified and described in this paper that relate to the essence of a positive after-service affiliations of customer with the service provider.
History
Pagination
1 - 8
Location
Wellington, New Zealand
Open access
Yes
Start date
2004-11-29
End date
2004-12-01
ISBN-13
9780475122148
ISBN-10
0475122143
Language
eng
Notes
Reproduced with the specific permission of the copyright owner.
Publication classification
E1.1 Full written paper - refereed; E Conference publication
Editor/Contributor(s)
J Wiley, P Thirkell
Title of proceedings
ANZMAC 2004 : marketing accountabilities and responsibilities, proceedings