The influence of failure severity and perceived employee effort on consumers' postcomplaint negative WOM intentions in a service guarantee context
Contribuinte(s) |
Tojib, Dewi |
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Data(s) |
01/01/2009
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Resumo |
This study employed a 2 x 2 full-factorial, between-subjects design experiment examining the influence of failure severity and perceived employee effort on hotel guests’ negative word-ofmouth (WOM) intentions following invocation of a service guarantee. The study involved a sample of 131 online panel members. Results suggest that negative WOM intentions reduced when a greater level of effort is exerted by staff in rectifying the guest’s problem and increased when a more severe failure is experienced. There is a stronger difference in guests’ negative WOM intentions between the high and low employee effort conditions when a minor versus a severe service failure is experienced by guests.<br /> |
Identificador | |
Idioma(s) |
eng |
Publicador |
Monash University |
Relação |
http://dro.deakin.edu.au/eserv/DU:30021795/mcquilken-influenceoffailure-evidence-2009.pdf http://dro.deakin.edu.au/eserv/DU:30021795/mcquilken-influenceoffailureseverity-2009.pdf http://www.duplication.net.au/ANZMAC09/papers/ANZMAC2009-539.pdf |
Direitos |
2009, ANZMAC |
Palavras-Chave | #complaints #consumer perceptions #service guarantees #services marketing #service recovery |
Tipo |
Conference Paper |