The effect of preconsumption mood and service recovery measures on customer evaluations and behavior in a strategic alliance setting

Loading...
Thumbnail Image
File version
Author(s)
Weber, Karin
Sparks, Beverley
Griffith University Author(s)
Primary Supervisor
Other Supervisors
Editor(s)

Anna Mattila

Date
2009
Size

154311 bytes

File type(s)

application/pdf

Location
License
Abstract

In 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.

Journal Title

Journal of Hospitality & Tourism Research

Conference Title
Book Title
Edition
Volume

33

Issue

1

Thesis Type
Degree Program
School
Publisher link
Patent number
Funder(s)
Grant identifier(s)
Rights Statement
Rights Statement

© 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.

Item Access Status
Note
Access the data
Related item(s)
Subject

Commercial services

Tourism

Tourism marketing

Persistent link to this record
Citation
Collections