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Service recovery and service continuity

Author: Steve Baron; Dominic Elliott; Kim Harris
Publisher: Bradford, England : Emerald Group Pub., 2005.
Series: Journal of services marketing, v. 19, no. 5.
Edition/Format:   eBook : EnglishView all editions and formats
Database:WorldCat
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  Read more...
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Details

Genre/Form: Electronic books
Material Type: Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Steve Baron; Dominic Elliott; Kim Harris
ISBN: 1845445872 9781845445874
OCLC Number: 133163717
Description: 1 online resource (100 p.)
Contents: 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 marketing --
Blending services and crises: a few questions and observations --
Executive summary and implications for managers and executives.
Series Title: Journal of services marketing, v. 19, no. 5.
Responsibility: guest editors Steve Baron, Kim Harris and Dominic Elliott.

Abstract:

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.

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