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dc.contributor.authorSparks, Beverleyen_US
dc.contributor.authorFredline, Lizen_US
dc.contributor.editorProfessor Kaye Chonen_US
dc.date.accessioned2017-04-24T09:01:42Z
dc.date.available2017-04-24T09:01:42Z
dc.date.issued2007en_US
dc.date.modified2009-11-20T05:15:37Z
dc.identifier.issn10963480en_US
dc.identifier.doi10.1177/1096348006297292en_AU
dc.identifier.urihttp://hdl.handle.net/10072/15825
dc.description.abstractThis study investigated the role of explanations or accounts in mitigating the impact of service failure on customer satisfaction and loyalty in a hospitality context. The study used a between-groups experimental design with different scenarios, which were presented to a sample of experienced hotel customers via a postal survey. The scenarios differed in terms of the severity of the service failure, the type of explanation (referential or justification) and the thoroughness of the explanation. The results suggest that referential explanations were associated with higher levels of satisfaction and loyalty than justifications, when the service failure was severe. Evidence was also found that account adequacy was an important mediator for the effect of thoroughness on satisfaction.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.format.extent246391 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherSage Publications, Inc.en_US
dc.publisher.placeUnited Statesen_US
dc.publisher.urihttp://jht.sagepub.com/en_AU
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom241en_US
dc.relation.ispartofpageto260en_US
dc.relation.ispartofissue2en_US
dc.relation.ispartofjournalJournal of Hospitality & Tourism Researchen_US
dc.relation.ispartofvolume31en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchcode350601en_US
dc.titleProviding an explanation for service failure: context, content, and customer responsesen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.facultyGriffith Business School, Department of Tourism, Sport and Hotel Managementen_US
gro.rights.copyrightCopyright 2007 SAGE Publications. Please refer to the journal link for access to the definitive, published version.en_AU
gro.date.issued2007
gro.hasfulltextFull Text


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