polonsky-recoveraseven-2004.pdf (120.52 kB)
Recover : A seven-element concept for evaluating recovery
conference contribution
posted on 2004-01-01, 00:00 authored by M Bhandari, Michael PolonskyMichael PolonskyIn 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
Event
Australian & New Zealand Marketing Academy. Conference (2004 : Victoria University of Wellington)Pagination
1 - 8Publisher
School of Marketing and International Business, Victoria University of WellingtonLocation
Wellington, New ZealandPlace of publication
Wellington, N.Z.Start date
2004-11-29End date
2004-12-01ISBN-13
9780475122148ISBN-10
0475122143Language
engNotes
Reproduced with the specific permission of the copyright owner.Publication classification
E1.1 Full written paper - refereed; E Conference publicationEditor/Contributor(s)
J Wiley, P ThirkellTitle of proceedings
ANZMAC 2004 : marketing accountabilities and responsibilities, proceedingsUsage metrics
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