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Reason: Under embargo until July 2020. After this date a copy can be supplied under Section 51(2) of the Australian Copyright Act 1968 by submitting a document delivery request through your library

You are supposed to help me: Transgressed customers' evaluations of help from service providers and third-party customers following service failure

thesis
posted on 2019-07-08, 23:29 authored by TING HIN HO
This research compares customer service evaluation following a recovery effort by a service provider and a recovery effort by a third-party customer in the context of SST service failure.

History

Campus location

Australia

Principal supervisor

Dewi Rooslani Tojib

Additional supervisor 1

Yelena Tsarenko

Year of Award

2019

Department, School or Centre

Marketing

Course

Doctor of Philosophy

Degree Type

DOCTORATE

Faculty

Faculty of Business and Economics

Usage metrics

    Faculty of Business and Economics Theses

    Categories

    Keywords

    Customer-to-Customer RecoveryService RecoveryRole CongruityService InnovationServices MarketingMarketing Management (incl. Strategy and Customer Relations)

    Licence

    In Copyright

    Exports

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