Service recovery and service continuity

guest editors Steve Baron, Kim Harris and Dominic Elliott

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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Year of publication:	c2005
Other Persons:	Baron, Steve (contributor) ; Elliott, Dominic (contributor) ; Harris, Kim (contributor)
Publisher:	Bradford, England : Emerald Group Publishing
Subject:	Kundenservice \| Customer service \| Dienstleistungsqualität \| Service quality \| Kundenzufriedenheit \| Customer satisfaction \| Beschwerdemanagement \| Complaint management \| Beziehungsmarketing \| Relationship marketing

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Extent:	Online-Ressource (100 p)
Series:	Journal of services marketing ; v.19, no. 5
Type of publication:	Book / Working Paper
Language:	English
Notes:	Description based upon print version of record 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; Electronic reproduction; Available via World Wide Web
ISBN:	1-84544-586-4 ; 978-1-84544-586-7
Source:	ECONIS - Online Catalogue of the ZBW

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