Service recovery and service continuity / guest editors Steve Baron, Kim Harris and Dominic Elliott.

Format:

Book

Contributor:

Baron, Steve.

Elliott, Dominic.

Harris, Kim.

Series:

Journal of services marketing ; v.19, no. 5

Language:

English

Subjects (All):

Customer relations.

Customer services.

Physical Description:

1 online resource (100 p.)

Edition:

1st ed.

Place of Publication:

Bradford, England : Emerald Group Publishing, c2005.

Language Note:

English

Summary:

Steve Baron is Professor of Marketing at the University of LiverpoolManagement School, and Head of the Division of Marketing andInternational Business. He is Chair of the UK Academy of MarkingSpecial Interest Group for Services Marketing. His current researchinterests include the understanding of service experiences from theconsumer perspective, and communities of service and social practice.He has publications in services, marketing and management journals,including Journal of Service Research, European Journal of Marketing,International Journal of Market Research and Journal of BusinessResea

Contents:

Contents; Guest editorial; The impact of perceived justice on consumers' emotional responses to service complaint experiences; The impact of choice on fairness in the context of service recovery; Typologies of e-commerce retail failures and recovery strategies; Antecedents and outcomes of service recovery performance in a public health-care environment; Business (not) as usual: crisis management, service recovery and the vulnerability of organisations; When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining

Crisis management and services marketingBlending services and crises: a few questions and observations; Executive summary and implications for managers and executives;

Notes:

Description based upon print version of record.

ISBN:

1-280-50924-4

9786610509249

1-84544-587-2

OCLC:

62457594