The effect of interpersonal touch during service recovery
|
Wai Fan Ching Thesis
(PDF 2MB)
Available under License Creative Commons Attribution Non-commercial No Derivatives 4.0. |
Description
Interpersonal touch is frequently promoted for its positive outcomes in business communication. Frontline employees touch consumers primarily to foster a better consumer-employee relationship, leading to higher revenue. This thesis examines how consumers respond to an employee touch during a service recovery. Using three experiments, this thesis addresses the following research gaps: (a) the absence of literature on the effects of interpersonal touch during service recovery; (b) understanding the joint effect of interpersonal touch and perceived employee responsibility during service recovery; and (c) the absence of empirical analysis of interpersonal touch mediators regarding interpersonal touch during service recovery.
Impact and interest:
Citation counts are sourced monthly from Scopus and Web of Science® citation databases.
These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.
Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.
Full-text downloads:
Full-text downloads displays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.
| ID Code: | 201434 |
|---|---|
| Item Type: | QUT Thesis (PhD) |
| Supervisor: | Martin, Brett & Greer, Dominique |
| Keywords: | interpersonal touch, service recovery, revisit intention, recovery satisfaction, word of mouth, frontline employee, perceived employee responsibility, employee gender, perceived interactional justice, mood states |
| DOI: | 10.5204/thesis.eprints.201434 |
| Divisions: | Past > QUT Faculties & Divisions > QUT Business School Current > Schools > School of Advertising, Marketing & Public Relations |
| Institution: | Queensland University of Technology |
| Deposited On: | 23 Jul 2020 22:20 |
| Last Modified: | 23 Jul 2020 22:20 |
Export: EndNote | Dublin Core | BibTeX
Repository Staff Only: item control page