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Dealing with complaints in services

Dealing with complaints in services Proposes a refined conceptual framework for understanding the holistic process of service failure and service recovery for managers from a customer's point of view. The framework focuses on three main dimensions that are of particular relevance for service recovery research. The main dimensions are: awareness, process quality, and intent. The framework provides a holistic understanding of the antecedents and consequences of customer (dis) satisfaction in service failure and presents implications for management. It also presents an agenda for future research in this area. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Contemporary Hospitality Management Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0959-6119
DOI
10.1108/09596110410550789
Publisher site
See Article on Publisher Site

Abstract

Proposes a refined conceptual framework for understanding the holistic process of service failure and service recovery for managers from a customer's point of view. The framework focuses on three main dimensions that are of particular relevance for service recovery research. The main dimensions are: awareness, process quality, and intent. The framework provides a holistic understanding of the antecedents and consequences of customer (dis) satisfaction in service failure and presents implications for management. It also presents an agenda for future research in this area.

Journal

International Journal of Contemporary Hospitality ManagementEmerald Publishing

Published: Oct 1, 2004

Keywords: Complaints; Service industries; Service failures; Customer satisfaction

References