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dc.contributor.authorSparks, Beverley
dc.contributor.editorSungsoo Pyo
dc.date.accessioned2017-05-03T12:03:59Z
dc.date.available2017-05-03T12:03:59Z
dc.date.issued2002
dc.date.modified2009-10-14T22:10:54Z
dc.identifier.issn1528008X
dc.identifier.doi10.1300/J162v03n01_04
dc.identifier.urihttp://hdl.handle.net/10072/7173
dc.description.abstractThis 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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherThe Haworth Press
dc.publisher.placeNew York
dc.publisher.urihttp://www.informaworld.com/smpp/title~content=t792306951~db=all
dc.relation.ispartofpagefrom53
dc.relation.ispartofpageto67
dc.relation.ispartofissue1/2
dc.relation.ispartofjournalJournal of Quality Assurance in Hospitality &Toruism
dc.relation.ispartofvolume3
dc.subject.fieldofresearchCommercial services
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode3504
dc.subject.fieldofresearchcode3508
dc.titleI would have felt better if only ... or, how to enhance customer satisfaction following service problems
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Business School, Department of Tourism, Sport and Hotel Management
gro.rights.copyright© 2002 Haworth Press. Please refer to the journal link for access to the definitive, published version.
gro.date.issued2002
gro.hasfulltextNo Full Text
gro.griffith.authorSparks, Beverley A.


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