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    Towards a Re-Conceptualisation of Service Failure and Service Recovery: A Consumer-Business Perspective.


    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
    URI: https://mural.maynoothuniversity.ie/id/eprint/20179
    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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