Relationship of Attachments and Resignation with Service Recovery Evaluation

Fredy Valenzuela; Jennifer May Rindfleish

Relationship of Attachments and Resignation with Service Recovery Evaluation

Fredy Valenzuela, Jennifer May Rindfleish

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

The goal of this paper is to determine the relationship between two switching barrier dimensions –attachment and resignation- with service recovery evaluation. To operationalize service recovery four different constructs were used, overall service recovery evaluation, procedural justice, interactional justice and distributive justice. A sample of 360 Chilean retail banking customers were interviewed using a structured questionnaire. Results showed the existence of three underlined factors related to attachment and one to resignation. In terms of the relationship between switching barriers and service recovery, attachment showed to be highly related with service recovery, whilst resignation showed very low relationship. The implications of this for the management of service provision within the banking industry is discussed.

Original language	English
Title of host publication	Proceedings of the Australian and New Zealand Marketing Academy Conference (ANZAM) 2006: Advancing theory, maintaining relevance
Editors	Yunus Ali, Maria van Dessel
Place of Publication	Brisbane, Australia
Publisher	Queensland University of Technology, School of Advertising, Marketing and Public Relations
ISBN (Print)	1741071593
Publication status	Published - 2006
Event	ANZAM 2006: 20th Annual Conference of the Australian and New Zealand Academy of Management - Brisbane, Australia Duration: 4 Dec 2006 → 6 Dec 2006

Conference

Conference	ANZAM 2006: 20th Annual Conference of the Australian and New Zealand Academy of Management
City	Brisbane, Australia
Period	4/12/06 → 6/12/06

Keywords

Consumer-Oriented Product or Service Development

Access to Document

https://hdl.handle.net/1959.11/4777

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Valenzuela, F., & Rindfleish, J. M. (2006). Relationship of Attachments and Resignation with Service Recovery Evaluation. In Y. Ali, & M. van Dessel (Eds.), Proceedings of the Australian and New Zealand Marketing Academy Conference (ANZAM) 2006: Advancing theory, maintaining relevance Queensland University of Technology, School of Advertising, Marketing and Public Relations. https://hdl.handle.net/1959.11/4777

Valenzuela, Fredy ; Rindfleish, Jennifer May. / Relationship of Attachments and Resignation with Service Recovery Evaluation. Proceedings of the Australian and New Zealand Marketing Academy Conference (ANZAM) 2006: Advancing theory, maintaining relevance. editor / Yunus Ali ; Maria van Dessel. Brisbane, Australia : Queensland University of Technology, School of Advertising, Marketing and Public Relations, 2006.

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title = "Relationship of Attachments and Resignation with Service Recovery Evaluation",

abstract = "The goal of this paper is to determine the relationship between two switching barrier dimensions –attachment and resignation- with service recovery evaluation. To operationalize service recovery four different constructs were used, overall service recovery evaluation, procedural justice, interactional justice and distributive justice. A sample of 360 Chilean retail banking customers were interviewed using a structured questionnaire. Results showed the existence of three underlined factors related to attachment and one to resignation. In terms of the relationship between switching barriers and service recovery, attachment showed to be highly related with service recovery, whilst resignation showed very low relationship. The implications of this for the management of service provision within the banking industry is discussed.",

keywords = "Consumer-Oriented Product or Service Development",

author = "Fredy Valenzuela and Rindfleish, \{Jennifer May\}",

year = "2006",

language = "English",

isbn = "1741071593",

editor = "Yunus Ali and \{van Dessel\}, Maria",

booktitle = "Proceedings of the Australian and New Zealand Marketing Academy Conference (ANZAM) 2006: Advancing theory, maintaining relevance",

publisher = "Queensland University of Technology, School of Advertising, Marketing and Public Relations",

note = "ANZAM 2006: 20th Annual Conference of the Australian and New Zealand Academy of Management ; Conference date: 04-12-2006 Through 06-12-2006",

}

Valenzuela, F & Rindfleish, JM 2006, Relationship of Attachments and Resignation with Service Recovery Evaluation. in Y Ali & M van Dessel (eds), Proceedings of the Australian and New Zealand Marketing Academy Conference (ANZAM) 2006: Advancing theory, maintaining relevance. Queensland University of Technology, School of Advertising, Marketing and Public Relations, Brisbane, Australia, ANZAM 2006: 20th Annual Conference of the Australian and New Zealand Academy of Management, Brisbane, Australia, 4/12/06. <https://hdl.handle.net/1959.11/4777>

Relationship of Attachments and Resignation with Service Recovery Evaluation. / Valenzuela, Fredy; Rindfleish, Jennifer May.
Proceedings of the Australian and New Zealand Marketing Academy Conference (ANZAM) 2006: Advancing theory, maintaining relevance. ed. / Yunus Ali; Maria van Dessel. Brisbane, Australia: Queensland University of Technology, School of Advertising, Marketing and Public Relations, 2006.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Relationship of Attachments and Resignation with Service Recovery Evaluation

AU - Valenzuela, Fredy

AU - Rindfleish, Jennifer May

PY - 2006

Y1 - 2006

N2 - The goal of this paper is to determine the relationship between two switching barrier dimensions –attachment and resignation- with service recovery evaluation. To operationalize service recovery four different constructs were used, overall service recovery evaluation, procedural justice, interactional justice and distributive justice. A sample of 360 Chilean retail banking customers were interviewed using a structured questionnaire. Results showed the existence of three underlined factors related to attachment and one to resignation. In terms of the relationship between switching barriers and service recovery, attachment showed to be highly related with service recovery, whilst resignation showed very low relationship. The implications of this for the management of service provision within the banking industry is discussed.

AB - The goal of this paper is to determine the relationship between two switching barrier dimensions –attachment and resignation- with service recovery evaluation. To operationalize service recovery four different constructs were used, overall service recovery evaluation, procedural justice, interactional justice and distributive justice. A sample of 360 Chilean retail banking customers were interviewed using a structured questionnaire. Results showed the existence of three underlined factors related to attachment and one to resignation. In terms of the relationship between switching barriers and service recovery, attachment showed to be highly related with service recovery, whilst resignation showed very low relationship. The implications of this for the management of service provision within the banking industry is discussed.

KW - Consumer-Oriented Product or Service Development

UR - http://conferences.anzmac.org/ANZMAC2006/documents/Valenzuela_Fredy%202.pdf

UR - http://trove.nla.gov.au/work/33687398

M3 - Conference contribution

SN - 1741071593

BT - Proceedings of the Australian and New Zealand Marketing Academy Conference (ANZAM) 2006: Advancing theory, maintaining relevance

A2 - Ali, Yunus

A2 - van Dessel, Maria

PB - Queensland University of Technology, School of Advertising, Marketing and Public Relations

CY - Brisbane, Australia

T2 - ANZAM 2006: 20th Annual Conference of the Australian and New Zealand Academy of Management

Y2 - 4 December 2006 through 6 December 2006

ER -

Valenzuela F, Rindfleish JM. Relationship of Attachments and Resignation with Service Recovery Evaluation. In Ali Y, van Dessel M, editors, Proceedings of the Australian and New Zealand Marketing Academy Conference (ANZAM) 2006: Advancing theory, maintaining relevance. Brisbane, Australia: Queensland University of Technology, School of Advertising, Marketing and Public Relations. 2006

Relationship of Attachments and Resignation with Service Recovery Evaluation

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