Impact of varying service recovery attributes on outcomes in process-based and outcome-based service failure : an empirical examination

Bhandari, Mahesh Singh (2010) Impact of varying service recovery attributes on outcomes in process-based and outcome-based service failure : an empirical examination. PhD thesis, Victoria University.

Abstract

Service recovery is the response of the service provider to a failed service experience. Failed service is the specific event that occurs when service providers do not fulfil the promise to their customers. To regain lost customer support, service organisations need to overcome the negative impact of poorly performed service. In other words, organisations need to have service recovery activities ready for action. There is a range of activities that a firm can include in service recovery strategy. This study included both organisational (empowerment and compensation) and employee (speed and apology) service recovery actions. Seven consumer outcomes were explored within this study. They are, repurchase intent, enhanced loyalty, complaint motive, overall satisfaction, switching intent, expectation update and world of mouth referral.

Item type Thesis (PhD thesis)
URI http://vuir.vu.edu.au/id/eprint/15801
Subjects Current > FOR Classification > 1504 Services
Historical > Faculty/School/Research Centre/Department > School of Hospitality Tourism and Marketing
Current > FOR Classification > 1503 Business and Management
Keywords service recovery, complaint handling, service delivery, product performance, services, marketing
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