Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/17129
Title: The effect of preconsumption mood and service recovery measures on customer evaluations and behavior in a strategic alliance setting
Authors: Weber, K 
Sparks, B
Issue Date: 2009
Source: Journal of hospitality and tourism research, 2009, v. 33, no. 1, p. 106-125
Abstract: In recent years, researchers have devoted considerable attention to the study of service failure and recovery, predominantly focusing on the impact of a single service failure event. More recently, several researchers have begun to investigate how multiple service failures over an extended time period influence consumer evaluations. However, current research has ignored the impacts of service failures and recovery measures in situations in which two or more service organizations are involved in the service provision, as is the case in a strategic alliance setting. The present study reports on an experiment that investigated the impact of preconsumption mood and service recovery measures on consumer evaluations in an airline alliance setting. The implications of the study results, both theoretical and managerial, will be discussed and future research directions proposed.
Keywords: Alliances
Preconsumption mood
Service failure and recovery
Publisher: SAGE Publications
Journal: Journal of hospitality and tourism research 
ISSN: 1096-3480
EISSN: 1557-7554
DOI: 10.1177/1096348008329863
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