I would have felt better if only ... or, how to enhance customer satisfaction following service problems
Author(s)
Sparks, Beverley
Griffith University Author(s)
Year published
2002
Metadata
Show full item recordAbstract
This paper presents a discussion of the use of Fairness Theory in better understanding consumer responses to service failures. By adopting an exploratory approach through the use of focus groups, preliminary evidence emerged to illustrate the ways in which customers view service failures. In particular, the results showed that consumers could often think of a range of ways that the service failure might have been managed. Importantly, consumers' emotional responses (such as the degree of anger felt) varied depending upon how easy it would have been to resolve the service failure in a way other than what was experienced.This paper presents a discussion of the use of Fairness Theory in better understanding consumer responses to service failures. By adopting an exploratory approach through the use of focus groups, preliminary evidence emerged to illustrate the ways in which customers view service failures. In particular, the results showed that consumers could often think of a range of ways that the service failure might have been managed. Importantly, consumers' emotional responses (such as the degree of anger felt) varied depending upon how easy it would have been to resolve the service failure in a way other than what was experienced.
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Journal Title
Journal of Quality Assurance in Hospitality &Toruism
Volume
3
Issue
1/2
Copyright Statement
© 2002 Haworth Press. Please refer to the journal link for access to the definitive, published version.
Subject
Commercial services
Tourism