prikaz prve stranice dokumenta RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE
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Scientific paper - Original scientific paper
RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE
Journal of Business Economics and Management, 13 (2012), 2; 242-260. https://doi.org/10.3846/16111699.2011.620137
Pranic, Ljudevit; Roehl, Wesley S.

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Pranic, Lj. & Roehl, W. S. (2012). RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE. Journal of Business Economics and Management, 13. (2), 242-260. doi: 10.3846/16111699.2011.620137

Pranic, Ljudevit and Wesley S. Roehl. "RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE." Journal of Business Economics and Management, vol. 13, no. 2, 2012, pp. 242-260. https://doi.org/10.3846/16111699.2011.620137

Pranic, Ljudevit and Wesley S. Roehl. "RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE." Journal of Business Economics and Management 13, no. 2 (2012): 242-260. https://doi.org/10.3846/16111699.2011.620137

Pranic, Lj. and Roehl, W. S. (2012) 'RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE', Journal of Business Economics and Management, 13(2), pp. 242-260. doi: 10.3846/16111699.2011.620137

Pranic Lj, Roehl WS. RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE. Journal of Business Economics and Management [Internet]. 2012 April 05 [cited 2024 December 01];13(2):242-260. doi: 10.3846/16111699.2011.620137

Lj. Pranic and W. S. Roehl, "RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE", Journal of Business Economics and Management, vol. 13, no. 2, pp. 242-260, April 2012. [Online]. Available at: https://urn.nsk.hr/urn:nbn:hr:124:479582. [Accessed: 01 December 2024]

Metadata
Title (english)RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE
AuthorLjudevit Pranic
AuthorWesley S. Roehl
Author's institutionUniversity of Split
Faculty of economics Split
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract (english)
Generally, complainants have been given little power to effect how their service recovery encounter unfolds. Meanwhile, the satisfactory resolution of customer complaints has been a challenging task for many service organizations. Empowering customers in service recovery provides a solution for this challenge. However, the studies on customer empowerment (CE) have taken very narrow perspectives of CE and therefore, none of them individually can explain the nature of CE in service recovery situations among various services that represent the services industry. Based upon the review of the previous research, this article proposes a more integrative theoretical framework in an attempt to better describe and explain the customers’ view of CE in the management of service recovery encounters. According to the proposed model, the degree of complainant-perceived empowerment during service recovery determines both the level of complainant's affective/cognitive responses and the level of subsequent complaint satisfaction. Implications are provided and discussed from both practical and theoretical perspectives.
Keywords (english)
Languagecroatian
Publication typeScientific paper - Original scientific paper
Publication statusPublished
Peer reviewPeer review - international
Publication versionPublished version
Journal titleJournal of Business Economics and Management
Numberingvol. 13, no. 2, pp. 242-260
p-ISSN1611-1699
e-ISSN2029-4433
DOIhttps://doi.org/10.3846/16111699.2011.620137
URN:NBNurn:nbn:hr:124:479582
Publication2012-04-05
Document URLhttps://journals.vilniustech.lt/index.php/JBEM/article/view/4384
Type of resourceText
Access conditionsRestricted access
Terms of useLicence In copyright icon
Created on2024-07-17 21:58:04