Service guarantee redress options in a hotel environment McQuilken, Lisa 2006, Service guarantee redress options in a hotel environment, in ANZMAC 2006 : Advancing theory, maintaining relevance, proceedings, Queensland University of Technology, School of Advertising, Marketing and Public Relations, Brisbane, Qld.. Attached Files Name Description MIMEType Size Downloads Title Service guarantee redress options in a hotel environment Author(s) McQuilken, Lisa orcid.org/0000-0002-2314-7502 Conference name Australian & New Zealand Marketing Academy Conference (2006 : Brisbane, Queensland) Conference location Queensland University of Technology, Gardens Point Campus, Brisbane Conference dates 4-6 December 2006 Title of proceedings ANZMAC 2006 : Advancing theory, maintaining relevance, proceedings Editor(s) Patti, Charles Drennan, Judy Publication date 2006 Conference series Australian and New Zealand Marketing Academy Conference Publisher Queensland University of Technology, School of Advertising, Marketing and Public Relations Place of publication Brisbane, Qld. Keyword(s) unconditional guarantees service recovery compensation fix Summary Unconditional service guarantees are a popular marketing tool in the hotel industry worldwide. They promise total satisfaction and guests are free to invoke the guarantee whenever they are dissatisfied. While many hotels offer “money-back” compensation following guarantee invocation, others vary the payout depending on the severity of the service failure and still others will only compensate the customer if the problem leading to invocation of the guarantee cannot be fixed. To the researcher’s knowledge, the influence of compensation and fix (i.e., taking action to resolve the problem) on consumers’ perceptions of distributive justice has not been examined previously in a service guarantee context. This paper begins to address this gap by presenting a conceptual model and related propositions, arguing that redress (compensation and fix) is an important predictor of consumers’ perceptions of distributive justice, and that this relationship is moderated by service failure severity. ISBN 9781741071597 1741071593 Language eng Field of Research 150599 Marketing not elsewhere classified HERDC Research category E1 Full written paper - refereed Copyright notice ©2006, ANZMAC Persistent URL http://hdl.handle.net/10536/DRO/DU:30006112 Document type: Conference Paper Collections: Faculty of Business and Law School of Management and Marketing Related Links Link Description Connect to published version Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Thu, 26 Feb 2009, 09:20:27 EST Tue, 23 Jun 2009, 12:34:27 EST Wed, 28 Apr 2010, 14:07:57 EST Wed, 28 Apr 2010, 14:08:56 EST Fri, 04 Jun 2010, 15:15:28 EST Fri, 16 Mar 2012, 16:02:45 EST Wed, 27 Aug 2014, 21:31:40 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 904 Abstract Views, 1 File Downloads  -  Detailed Statistics Created: Mon, 07 Jul 2008, 09:58:40 EST