The influence of failure severity and employee effort on service recovery in a service guarantee context

Australasian Marketing Journal

Volumn 18, Issue 4, 2010, Pages 214-221

  McQuilken, Lisa ^a  

^a DEAKIN UNIVERSITY   (Australia)

Author keywords

100 satisfaction guarantee; Negative WOM; Perceived employee effort; Service failure severity; Service recovery; Trust

Indexed keywords

EID: 77957759990     PISSN: 14413582     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ausmj.2010.07.003     Document Type: Article

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