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dc.contributor.authorButcher, Kennethen_US
dc.contributor.authorKayani, Asaden_US
dc.date.accessioned2017-05-03T13:10:36Z
dc.date.available2017-05-03T13:10:36Z
dc.date.issued2008en_US
dc.date.modified2010-08-30T07:03:40Z
dc.identifier.issn18628516en_US
dc.identifier.doi10.1007/s11628-007-0030-2en_AU
dc.identifier.urihttp://hdl.handle.net/10072/22341
dc.description.abstractMost service businesses tend to experience unwelcome delays in service delivery that often generate strong negative impacts from customers. In response, managers develop and implement service intervention strategies, such as providing length and reason of a delay, both of which have been reported to have positive impacts on customers. However, the results from studies investigating such interventions are mixed. Accordingly, it is hypothesised that these effects may be contingent upon certain situations. This research project has investigated the wait situation using an experimental design. A 2 נ2 נ2 factorial design was first created using a restaurant scenario for the stimulus material and an online web site was used to collect data from 130 respondents. Our findings indicate a significant moderating effect of level of service use and degree of goal attractiveness on the effectiveness of providing duration and cause information. More importantly, we found that under certain conditions a service intervention may be counterproductive to the intended strategy. This finding suggests that managers need to be wary of developing and executing expensive service recovery strategies without due regard to the customer segment being targeted.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherSpringer-Verlagen_US
dc.publisher.placeheidleberg, Germanyen_US
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom153en_US
dc.relation.ispartofpageto165en_US
dc.relation.ispartofjournalService Business: An International Journalen_US
dc.relation.ispartofvolume2en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchcode350504en_US
dc.titleWaiting for service: modelling the effectiveness of service interventionsen_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.date.issued2008
gro.hasfulltextNo Full Text


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