Service failure and recovery in the presence of service guarantees
conference contribution
posted on 2005-01-01, 00:00 authored by Lisa McQuilken, Robin ShawThis paper presents a conceptual model and propositions outlining how, in a service recovery encounter, service guarantees (unconditional and specific) operate in conjunction with other organisational recovery variables (guarantee facilitation and service provider concern), to influence customers’ justice perceptions and subsequent satisfaction evaluations.
History
Event
Australian and New Zealand Marketing Academy. Conference (2005 : Perth, Western Australia)Pagination
153 - 160Publisher
Australian and New Zealand Marketing AcademyLocation
Perth, W.A.Place of publication
Dunedin, N.Z.Start date
2005-12-05End date
2005-12-07ISBN-13
9780646455020ISBN-10
0646455028Language
engPublication classification
E1 Full written paper - refereedCopyright notice
2005, ANZMACEditor/Contributor(s)
S PurchaseTitle of proceedings
ANZMAC 2005 : Broadening the boundaries, conference proceedingsUsage metrics
Categories
No categories selectedKeywords
Licence
Exports
RefWorks
BibTeX
Ref. manager
Endnote
DataCite
NLM
DC