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dc.contributor.authorWeber, Karin
dc.contributor.authorSparks, Beverley
dc.contributor.editorAnna Mattila
dc.date.accessioned2017-05-03T12:03:53Z
dc.date.available2017-05-03T12:03:53Z
dc.date.issued2009
dc.date.modified2010-07-06T07:01:25Z
dc.identifier.issn10963480
dc.identifier.doi10.1177/1096348008329863
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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.format.extent154311 bytes
dc.format.mimetypeapplication/pdf
dc.languageEnglish
dc.language.isoen_AU
dc.publisherSage Publications Inc.
dc.publisher.placeUnited States
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom106
dc.relation.ispartofpageto125
dc.relation.ispartofissue1
dc.relation.ispartofjournalJournal of Hospitality & Tourism Research
dc.relation.ispartofvolume33
dc.rights.retentionY
dc.subject.fieldofresearchTourism Marketing
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchCommercial Services
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode150604
dc.subject.fieldofresearchcode1503
dc.subject.fieldofresearchcode1504
dc.subject.fieldofresearchcode1506
dc.titleThe effect of preconsumption mood and service recovery measures on customer evaluations and behavior in a strategic alliance setting
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.rights.copyright© 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.
gro.date.issued2009
gro.hasfulltextFull Text
gro.griffith.authorSparks, Beverley A.


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