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johnny-consumerevaluations-2019.pdf (2.4 MB)

Consumer evaluations and organisational responses to catastrophic service failures

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thesis
posted on 2019-01-09, 00:00 authored by Johnny Johnny
This thesis addresses the under-examined topic of catastrophic service failures. The psychological spatial distance of an airline crash reduces perceived risk, decreasing negative intentions to fly with the airline for those with a low fear of flying. Further, an approach response increases perceived CEO concern, improving consumer attitude and intentions.

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Pagination

149 p.

Open access

  • Yes

Material type

thesis

Resource type

thesis

Language

eng

Degree type

Research doctorate

Degree name

D.Business Administration

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The author

Editor/Contributor(s)

J Newton

Faculty

Faculty of Business and Law

School

Department of Marketing

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