The effect of preconsumption mood and service recovery measures on customer evaluations and behavior in a strategic alliance setting

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Title The effect of preconsumption mood and service recovery measures on customer evaluations and behavior in a strategic alliance setting
Author Weber, Karin; Sparks, Beverley
Journal Name Journal of Hospitality & Tourism Research
Editor Anna Mattila
Year Published 2009
Place of publication United States
Publisher Sage Publications Inc.
Abstract In recent years, researchers have devoted considerable attention to the study of service failure and recovery, predominantly focusing on the impact of a single service failure event. More recently, several researchers have begun to investigate how multiple service failures over an extended time period influence consumer evaluations. However, current research has ignored the impacts of service failures and recovery measures in situations in which two or more service organizations are involved in the service provision, as is the case in a strategic alliance setting. The present study reports on an experiment that investigated the impact of preconsumption mood and service recovery measures on consumer evaluations in an airline alliance setting. The implications of the study results, both theoretical and managerial, will be discussed and future research directions proposed.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1177/1096348008329863
Copyright Statement Copyright 2009 International Council on Hotel, Restaurant, and Institutional Education. This is the author-manuscript version of the paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
Volume 33
Issue Number 1
Page from 106
Page to 125
ISSN 1096-3480
Date Accessioned 2010-02-15
Date Available 2010-07-06T07:01:25Z
Language en_AU
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Subject Tourism Marketing
URI http://hdl.handle.net/10072/29488
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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