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Recover : A seven-element concept for evaluating recovery

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conference contribution
posted on 2004-01-01, 00:00 authored by M Bhandari, Michael PolonskyMichael Polonsky
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

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