polonsky-roleoforganizational-2005.pdf (166.55 kB)
Role of organizational service recovery actions on sustomer switching intentions in a process based service failure : does speed of recovery matters?
conference contribution
posted on 2005-01-01, 00:00 authored by M Bhandari, Michael PolonskyMichael PolonskyThe study examines how organizational activities of compensation and empowerment impact on consumers switching intentions and also whether these differ based on the speed of service recovery. Data is collected using hypothetical scenarios in a situation of process failure. It is found that there is no direct effect of either compensation or empowerment on switching intent, although the interaction effect is significant when recovery occurs quickly.
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Australia and New Zealand Marketing Association Conference (2005 : Fremantle, W.A.)Pagination
17 - 23Publisher
ANZMACLocation
Fremantle, W.A.Place of publication
[Perth, W.A.]Start date
2005-12-05End date
2005-12-07ISBN-13
9780646455020ISBN-10
0646455028Language
engPublication classification
E1.1 Full written paper - refereedCopyright notice
Reproduced with the specific permission of the copyright owner.Editor/Contributor(s)
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ANZMAC 2005 : Proceedings of the Australia and New Zealand Marketing Association Conference 2005Usage metrics
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