The effect of preconsumption mood and service recovery measures on customer evaluations and behavior in a strategic alliance setting

Karin Weber, Beverley Sparks

Research output: Journal article publicationJournal articleAcademic researchpeer-review

19 Citations (Scopus)

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.
Original languageEnglish
Pages (from-to)106-125
Number of pages20
JournalJournal of Hospitality and Tourism Research
Volume33
Issue number1
DOIs
Publication statusPublished - 1 Feb 2009

Keywords

  • Alliances
  • Preconsumption mood
  • Service failure and recovery

ASJC Scopus subject areas

  • Education
  • Tourism, Leisure and Hospitality Management

Cite this