?url_ver=Z39.88-2004&rft_id=10.5204%2Fthesis.eprints.201434&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adc&rft.title=The+effect+of+interpersonal+touch+during+service+recovery&rft.creator=Ching%2C+Wai+Fan&rft.subject=interpersonal+touch&rft.subject=service+recovery&rft.subject=revisit+intention&rft.subject=recovery+satisfaction&rft.subject=word+of+mouth&rft.subject=frontline+employee&rft.subject=perceived+employee+responsibility&rft.subject=employee+gender&rft.subject=perceived+interactional+justice&rft.subject=mood+states&rft.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%2C+leading+to+higher+revenue.+This+thesis+examines+how+consumers+respond+to+an+employee+touch+during+a+service+recovery.+Using+three+experiments%2C+this+thesis+addresses+the+following+research+gaps%3A+(a)+the+absence+of+literature+on+the+effects+of+interpersonal+touch+during+service+recovery%3B+(b)+understanding+the+joint+effect+of+interpersonal+touch+and+perceived+employee+responsibility+during+service+recovery%3B+and+(c)+the+absence+of+empirical+analysis+of+interpersonal+touch+mediators+regarding+interpersonal+touch+during+service+recovery.&rft.publisher=Queensland+University+of+Technology&rft.date=2020&rft.type=Thesis&rft.format=application%2Fpdf&rft.relation=https%3A%2F%2Feprints.qut.edu.au%2F201434%2F1%2FWai%2520Fan_Ching_Thesis.pdf&rft.rights=free_to_read&rft.rights=http%3A%2F%2Fcreativecommons.org%2Flicenses%2Fby-nc-nd%2F4.0%2F&rft.relation=doi%3A10.5204%2Fthesis.eprints.201434&rft.relation=Ching%2C+Wai+Fan+(2020)+The+effect+of+interpersonal+touch+during+service+recovery.+PhD+thesis%2C+Queensland+University+of+Technology.&rft.id_number=https%3A%2F%2Feprints.qut.edu.au%2F201434%2F&rft.identifier=QUT+Business+School%3B+School+of+Advertising%2C+Marketing+%26+Public+Relations