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dc.contributor.authorBradley, Grahamen_US
dc.contributor.authorSparks, Beverleyen_US
dc.contributor.editorK. S. Chonen_US
dc.date.accessioned2017-05-03T12:04:06Z
dc.date.available2017-05-03T12:04:06Z
dc.date.issued2009en_US
dc.date.modified2010-12-01T06:56:49Z
dc.identifier.issn1054-8408en_US
dc.identifier.doi10.1080/10548400902862010en_AU
dc.identifier.urihttp://hdl.handle.net/10072/29345
dc.description.abstractThis study investigated the impact of four types of explanations following a tourism service failure. Written scenarios were used to orthogonally manipulate explanation type and failure magnitude. Both independent variables had significant effects on customer satisfaction and justice perceptions. Apologies yielded more favorable outcomes than did referential accounts. Specific forms of justice mediated the effects of three explanation types. This research links different explanation types to different forms of justice, thereby shedding light not only on what types of explanations assist most with service recovery, but also on how they have their effects.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.format.extent164518 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherTaylor & Francisen_US
dc.publisher.placeUnited Statesen_US
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom129en_US
dc.relation.ispartofpageto143en_US
dc.relation.ispartofissue2en_US
dc.relation.ispartofjournalJournal of Travel and Tourism Marketingen_US
dc.relation.ispartofvolume26en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchPsychology not elsewhere classifieden_US
dc.subject.fieldofresearchcode170199en_US
dc.subject.fieldofresearchcode350204en_US
dc.titleDealing with service failures: The use of explanationsen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.rights.copyrightCopyright 2009 Routledge. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal website for access to the definitive, published version.en_AU
gro.date.issued2009
gro.hasfulltextFull Text


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