I would have felt better if only ... or, how to enhance customer satisfaction following service problems

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Title I would have felt better if only ... or, how to enhance customer satisfaction following service problems
Author Sparks, Beverley
Journal Name Journal of Quality Assurance in Hospitality &Toruism
Editor Sungsoo Pyo
Year Published 2002
Place of publication New York
Publisher The Haworth Press
Abstract This paper presents a discussion of the use of Fairness Theory in better understanding consumer responses to service failures. By adopting an exploratory approach through the use of focus groups, preliminary evidence emerged to illustrate the ways in which customers view service failures. In particular, the results showed that consumers could often think of a range of ways that the service failure might have been managed. Importantly, consumers' emotional responses (such as the degree of anger felt) varied depending upon how easy it would have been to resolve the service failure in a way other than what was experienced.
Peer Reviewed Yes
Published Yes
Publisher URI http://www.informaworld.com/smpp/title~content=t792306951~db=all
Alternative URI http://dx.doi.org/10.1300/J162v03n01_04
Copyright Statement Copyright 2002 Haworth Press. Please refer to the journal link for access to the definitive, published version.
Volume 3
Issue Number 1/2
Page from 53
Page to 67
ISSN 1528-008X
Date Accessioned 2003-02-24
Date Available 2009-10-14T22:10:54Z
Language en_AU
Research Centre Griffith Institute For Tourism
Subject PRE2009-Tourism Marketing
URI http://hdl.handle.net/10072/7173
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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