Service failure and recovery in the presence of service guarantees
| Contribuinte(s) |
Purchase, Sharon |
|---|---|
| Data(s) |
01/01/2005
|
| Resumo |
This 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.<br /> |
| Identificador | |
| Idioma(s) |
eng |
| Publicador |
Australian and New Zealand Marketing Academy |
| Relação |
http://dro.deakin.edu.au/eserv/DU:30005809/shaw-servicefailureand-2005.pdf http://conferences.anzmac.org/ANZMAC2005/cd-site/pdfs/16-Services/16-McQuilken.pdf |
| Direitos |
2005, ANZMAC |
| Tipo |
Conference Paper |
