Justice-based service recovery in a service guarantee context
Data(s) |
01/01/2009
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Resumo |
Although many service organisations have committed resources to developing service guarantee programmes, empirical research assessing their influence of consumers' post purchase evaluations is limited. This thesis addresses this deficiency in the guarantee literature by adapting and extending an established model of perceived justice and consumer satisfactionto the service guarantee context. |
Identificador | |
Idioma(s) |
eng |
Publicador |
Deakin University, Faculty of Business and Law, School of Management and Marketing |
Palavras-Chave | #Service industries - Customer services #Customer services #Consumer satisfaction - Evaluation |
Tipo |
Thesis |