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| Author: | Bradley, G. L. Sparks, B. A. |
| Title: | Dealing with service failures: the use of explanations |
| Journal: | Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 129-143 |
| Index terms: | service management justice consumer satisfaction Australia |
| Language: | eng |
| Abstract: | The purpose of the article is to examine different types of explanations used to deal with service failures. The authors study not only the effects of the explanation types, but also the links between them. An experimental study of 430 university students in Australia was conducted, where written scenarios were used to manipulate type of explanation and size of failure. The results show that different explanation types vary in effectiveness. For example, apologies seemed to be more effective than referential accounts. |
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