Social Identity's Impact on Service Recovery Evaluations in Alliances

Annals of Tourism Research

Volumn 33, Issue 3, 2006, Pages 859-863

  Weber, Karin ^a   Sparks, Beverley A ^b  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

^b GRIFFITH UNIVERSITY   (Australia)

Author keywords

[No Author keywords available]

Indexed keywords

TOURISM;

EID: 33745235829     PISSN: 01607383     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.annals.2006.03.003     Document Type: Article

References (18)

1. Bhattacharya C., Rao H., and Glynn M. Understanding the Bond of Identification: An Investigation of its Correlates among Art Museum Members. Journal of Marketing 59 4 (1995) 46-57
2. Blodgett J., Hill D., and Tax S. The Effects of Distributive, Procedural and Interactional Justice on Service Complaint Behavior. Journal of Retailing 73 2 (1997) 185-210
3. Briley D., and Wyer Jr. R. The Effect of Group Membership Salience on the Avoidance of Negative Outcomes: Implications for Social and Tourist Decisions. Journal of Tourist Research 29 (2002) 400-415
4. Dutton J., and Harquail C. Organizational Images and Member Identification. Administrative Science Quarterly 39 (1994) 239-263
5. Grier S., and Deshpande R. Social Dimensions of Tourist Distinctiveness: The Influence of Social Status on Group Identity and Advertising Persuasion. Journal of Marketing Research 28 2 (2001) 216-224
6. Hair J., Anderson R., Tatham R., and Black W. Multivariate Data Analysis. 6th ed. (2002), Prentice Hall, Upper Saddle River
7. Haslam S., Branscombe N., and Bachmann S. Why Tourists Rebel: Social Identity and the Etiology of Adverse Reactions to Service Failure. In: Haslam S., Platov M., and Ellemers N. (Eds). Social Identity at Work: Developing Theory for Organizational Practice (2003), Psychology Press, New York
8. Keaveney S. Customer Switching Behavior in Service Industries: An Exploratory Study. Journal of Marketing 59 2 (1995) 71-82
9. Lind E., and Tyler T. The Social Psychology of Procedural Justice (1988), Plenum, New York
10. Mael F., and Ashforth B. Alumni and Their Alma Mater: A Partial Test of the Reformulated Model of Organizational Identification. Journal of Organizational Behavior 13 (1992) 103-123
11. McCollough M., Berry L., and Yadav M. An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery. Journal of Service Research 3 (2000) 121-137
12. Smith A., Bolton R., and Wagner J. A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research 36 (1999) 356-372
13. Smith, A., and S. Tax 2005 A Pound of Flesh, but from Whom? Assessing Failure and Recovery in a Service Network. Presentation at the 2005 AMA Servsig Conference. Singapore, June.
14. Sparks B., and McColl-Kennedy J. Justice Strategy Options for Increased Customer Satisfaction in a Services Recovery Setting. Journal of Business Research 54 (2001) 209-218
15. Tajfel H., and Turner J. An Integrative Theory of Intergroup Conflict. In: Austin W., and Worchel S. (Eds). The Social Psychology of Intergroup Relations (1979), Brooks/Cole, Monterey 33-47
16. Tax S., Brown S., and Chandrashekaran M. Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing 62 2 (1998) 60-76
17. Turner J. Towards a Sognitive Redefinition of the Social Group. In: Tajfel H. (Ed). Social Identity and Intergroup Relations (1982), Cambridge University Press, Cambridge 15-40
18. Tyler T., and Lind E. A Relational Model of Authority in Groups. In: Zanna M. (Ed). Advances in Experimental Social Psychology (1992), Academic Press, San Diego 115-191