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dc.contributor.authorSparks, Beverleyen_US
dc.contributor.authorWeber, Karinen_US
dc.contributor.editorAnna Mattilaen_US
dc.date.accessioned2017-04-04T15:40:12Z
dc.date.available2017-04-04T15:40:12Z
dc.date.issued2009en_US
dc.date.modified2010-07-06T07:01:25Z
dc.identifier.issn10963480en_US
dc.identifier.doi10.1177/1096348008329863en_AU
dc.identifier.urihttp://hdl.handle.net/10072/29488
dc.description.abstractIn recent years, researchers have devoted considerable attention to the study of service failure and recovery, predominantly focusing on the impact of a single service failure event. More recently, several researchers have begun to investigate how multiple service failures over an extended time period influence consumer evaluations. However, current research has ignored the impacts of service failures and recovery measures in situations in which two or more service organizations are involved in the service provision, as is the case in a strategic alliance setting. The present study reports on an experiment that investigated the impact of preconsumption mood and service recovery measures on consumer evaluations in an airline alliance setting. The implications of the study results, both theoretical and managerial, will be discussed and future research directions proposed.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.format.extent154311 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherSage Publications Inc.en_US
dc.publisher.placeUnited Statesen_US
dc.relation.ispartofstudentpublicationNen_AU
dc.relation.ispartofpagefrom106en_US
dc.relation.ispartofpageto125en_US
dc.relation.ispartofissue1en_AU
dc.relation.ispartofjournalJournal of Hospitality & Tourism Researchen_US
dc.relation.ispartofvolume33en_US
dc.rights.retentionYen_AU
dc.subject.fieldofresearchTourism Marketingen_US
dc.subject.fieldofresearchcode150604en_US
dc.titleThe effect of preconsumption mood and service recovery measures on customer evaluations and behavior in a strategic alliance settingen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.rights.copyrightCopyright 2009 International Council on Hotel, Restaurant, and Institutional Education. This is the author-manuscript version of the paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.en_AU
gro.date.issued2009
gro.hasfulltextFull Text


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