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The influence of guarantee compensation and fix on service recovery

conference contribution
posted on 2009-01-01, 00:00 authored by Lisa McQuilken
This study employed a 3 x 2 full-factorial, between-subjects design experiment examining the influence of service guarantee compensation and fix on hotel guests’ satisfaction following invocation of a service guarantee. The study involved a sample of 390 online panel members. As expected, satisfaction is enhanced when the problem is corrected, however overcompensating guests beyond what was initially promised does not enhance satisfaction evaluations. Increasing compensation from the low to the medium (promised) level results in stronger satisfaction ratings when the problem is fixed versus when it is not.

History

Event

Australian and New Zealand Marketing Academy. Conference (2009 : Melbourne, Vic.)

Pagination

1 - 10

Publisher

Monash University

Location

Melbourne, Victoria

Place of publication

Melbourne, Vic.

Start date

2009-11-30

End date

2009-12-02

ISBN-10

1863081585

Language

eng

Publication classification

E1 Full written paper - refereed

Copyright notice

2009, ANZMAC

Editor/Contributor(s)

D Tojib

Title of proceedings

ANZMAC 2009 : Sustainable management and marketing conference

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