Service recovery in a service guarantee context
Contribuinte(s) |
Spanjaard, Daniela Denize, Sara Sharma, Neeru |
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Data(s) |
01/01/2008
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Resumo |
This study employed a 2 x 2 full-factorial, between-subjects design experiment examining the influence of service failure severity and fix on hotel guests’ satisfaction following invocation of a service guarantee. The study involved a sample of 130 online panel members. As expected, guests are less dissatisfied following a minor (versus a major) service failure while satisfaction is enhanced when the problem is corrected. Surprisingly, fix has a stronger influence on satisfaction when a severe failure occurs, and satisfaction evaluations are approximately equal regardless of the severity of the failure when the problem is fixed.<br /> |
Identificador | |
Idioma(s) |
eng |
Publicador |
Promaco Conventions |
Relação |
http://dro.deakin.edu.au/eserv/DU:30018170/mcquilken-servicerecovery-2008.pdf http://www.anzmac2008.org/_Proceedings/PDF/S15/McQuilken%20&%20Bednall%20S4%20ER%20P3%20.pdf |
Direitos |
2008, ANZMAC |
Tipo |
Conference Paper |