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Effects of differential methods of compensation and employee empowerment on customer satisfaction and loyalty in service recovery

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conference contribution
posted on 2007-01-01, 00:00 authored by M Bhandari, Michael PolonskyMichael Polonsky
This research examined the effects of varying compensation (refund and replacement) and employee empowerment (empowered and non-empowered) in service recover situations, using a 2x2 experiment. Analysis was undertaken using mean contrasts and ANOVA's. Findings suggest that empowerment and refund independently impact on post recovery consumer loyalty and satisfaction, but there is no interaction effect.

History

Event

Australian & New Zealand Marketing Academy. Conference (2007 : University of Otago)

Pagination

2705 - 2712

Publisher

University of Otago, School of Business, Dept. of Marketing

Location

University of Otago, Dunedin, New Zealand

Place of publication

Dunedin, New Zealand

Start date

2007-12-03

End date

2007-12-05

Language

eng

Notes

Reproduced with the specific permission of the copyright owner.

Publication classification

E1.1 Full written paper - refereed; E Conference publication

Copyright notice

2007, ANZMAC

Editor/Contributor(s)

M Thyne, K Deans, J Gnoth

Title of proceedings

ANZMAC 2007 : 3Rs, reputation responsibility relevance

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