polonsky-reducingconsumerswitching-2006.pdf (51.33 kB)
Reducing consumer switching intentions following service failure : do empowerment and apology help?
conference contribution
posted on 2006-01-01, 00:00 authored by M Bhandari, Michael PolonskyMichael PolonskyThis research explores the effectiveness of apology and empowerment as service recovery actions and their impact on consumers switching intentions within the hospitality industry. It also examines two different types of failure - process failure and outcome and whether consumer-switching intentions vary based on failure type. Results suggest that apology is effective in reducing switching intentions in both types of failure. Employee empowerment reduces switching intentions in outcome failure situations, but increases switching intentions in process settings. There is also an interaction effect of apology and empowerment in the outcome failure setting, but not in the process failure setting. Recommendations for managing service recovery are provided.
History
Event
Australian & New Zealand Marketing Academy Conference (2006 : Brisbane, Queensland)Pagination
1 - 7Publisher
Queensland University of Technology, School of Advertising, Marketing and Public RelationsLocation
Queensland University of Technology, Gardens Point Campus, BrisbanePlace of publication
Brisbane, Qld.Start date
2006-12-04End date
2006-12-06ISBN-13
9781741071597ISBN-10
1741071593Language
engNotes
Reproduced with the specific permission of the copyright owner.Publication classification
E1.1 Full written paper - refereed; E Conference publicationCopyright notice
2006, ANZMACEditor/Contributor(s)
C Patti, J Drennan, Y Ali, M van DesselTitle of proceedings
ANZMAC 2006 : Advancing theory, maintaining relevance, proceedingsUsage metrics
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