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McCole, Patrick (2003) Towards a Re-Conceptualisation of Service Failure and Service Recovery: A Consumer-Business Perspective. Irish Journal of Management, 24 (2): 2. pp. 11-19. ISSN 1649-248X
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Abstract
Provides information on a guiding framework for understanding customer dissatisfaction arising from service failure, consumer complaint and service recovery. Perceptions of justice formed by customers involved in service failure; Importance of prospect theory and attribution theory to service failure and service-recovery research; Characteristics of the Awareness, Process, Quality and Intent model for service-recovery research.
| Item Type: | Article |
|---|---|
| Keywords: | Consumer Perspective; Business Response; Customer Satisfaction; |
| Academic Unit: | Faculty of Social Sciences > School of Business |
| Item ID: | 20179 |
| Depositing User: | IAM School of Business |
| Date Deposited: | 08 Jul 2025 11:47 |
| Journal or Publication Title: | Irish Journal of Management |
| Publisher: | Irish Academy of Management |
| Refereed: | Yes |
| Use Licence: | This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available here |
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