Dealing with service failures: The use of explanations

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Title Dealing with service failures: The use of explanations
Author Bradley, Graham Leslie; Sparks, Beverley
Journal Name Journal of Travel and Tourism Marketing
Editor K. S. Chon
Year Published 2009
Place of publication United States
Publisher Routledge / Taylor & Francis Group
Abstract This study investigated the impact of four types of explanations following a tourism service failure. Written scenarios were used to orthogonally manipulate explanation type and failure magnitude. Both independent variables had significant effects on customer satisfaction and justice perceptions. Apologies yielded more favorable outcomes than did referential accounts. Specific forms of justice mediated the effects of three explanation types. This research links different explanation types to different forms of justice, thereby shedding light not only on what types of explanations assist most with service recovery, but also on how they have their effects.
Peer Reviewed Yes
Published Yes
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Copyright Statement Copyright 2009 Routledge. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal website for access to the definitive, published version.
Volume 26
Issue Number 2
Page from 129
Page to 143
ISSN 1054-8408
Date Accessioned 2010-01-15
Language en_AU
Research Centre Griffith Institute For Tourism; Menzies Health Institute Qld; Behavioural Basis of Health
Faculty Griffith Health Faculty
Subject PRE2009-Marketing and Market Research; Psychology
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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