03157nam 2200625Ia 450 991082528310332120240410093812.01-280-50924-497866105092491-84544-587-2(CKB)1000000000242974(EBL)254020(OCoLC)62457594(SSID)ssj0000469770(PQKBManifestationID)11299419(PQKBTitleCode)TC0000469770(PQKBWorkID)10512066(PQKB)10622788(MiAaPQ)EBC254020(Au-PeEL)EBL254020(CaPaEBR)ebr10103396(CaONFJC)MIL50924(OCoLC)133163717(EXLCZ)99100000000024297420000815d2005 uy 0engur|n|---|||||txtccrService recovery and service continuity[electronic resource] /guest editors Steve Baron, Kim Harris and Dominic Elliott1st ed.Bradford, England Emerald Group Publishingc20051 online resource (100 p.)Journal of services marketing ;v.19, no. 5Description based upon print version of record.1-84544-586-4 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 complainingCrisis management and services marketingBlending services and crises: a few questions and observations; Executive summary and implications for managers and executives;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 BusinessReseaCustomer relationsCustomer servicesCustomer relations.Customer services.658.812Baron Steve594592Elliott Dominic1629336Harris Kim594593MiAaPQMiAaPQMiAaPQBOOK9910825283103321Service recovery and service continuity4073227UNINA