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dc.contributor.authorSparks, Beverleyen_US
dc.contributor.editorSungsoo Pyoen_US
dc.date.accessioned2017-05-03T12:03:59Z
dc.date.available2017-05-03T12:03:59Z
dc.date.issued2002en_US
dc.date.modified2009-10-14T22:10:54Z
dc.identifier.issn1528008Xen_US
dc.identifier.doi10.1300/J162v03n01_04en_AU
dc.identifier.urihttp://hdl.handle.net/10072/7173
dc.description.abstractThis 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.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherThe Haworth Pressen_US
dc.publisher.placeNew Yorken_US
dc.publisher.urihttp://www.informaworld.com/smpp/title~content=t792306951~db=allen_AU
dc.relation.ispartofpagefrom53en_US
dc.relation.ispartofpageto67en_US
dc.relation.ispartofissue1/2en_US
dc.relation.ispartofjournalJournal of Quality Assurance in Hospitality &Toruismen_US
dc.relation.ispartofvolume3en_US
dc.subject.fieldofresearchcode350508en_US
dc.titleI would have felt better if only ... or, how to enhance customer satisfaction following service problemsen_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.rights.copyrightCopyright 2002 Haworth Press. Please refer to the journal link for access to the definitive, published version.en_AU
gro.date.issued2002
gro.hasfulltextNo Full Text


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