You are supposed to help me: Transgressed customers' evaluations of help from service providers and third-party customers following service failure

TingHin Ho

You are supposed to help me: Transgressed customers' evaluations of help from service providers and third-party customers following service failure

Research output: Thesis › Doctoral Thesis

Abstract

This research compares customer service evaluation following a recovery effort by a service provider and a recovery effort by a third-party customer in the context of SST service failure.

Original language	English
Qualification	Doctor of Philosophy
Awarding Institution	Monash University
Supervisors/Advisors	Tojib, Dewi, Supervisor, External person Tsarenko, Yelena, Supervisor, External person
Award date	24 Jul 2019
Publication status	Unpublished - 2019
Externally published	Yes

Keywords

Customer-to-Customer Recovery
Service Recovery
Role Congruity
Service Innovation
Services Marketing

Access to Document

https://bridges.monash.edu/articles/thesis/You_are_supposed_to_help_me_Transgressed_customers_evaluations_of_help_from_service_providers_and_third-party_customers_following_service_failure/8813645

Cite this

Ho, T. (2019). You are supposed to help me: Transgressed customers' evaluations of help from service providers and third-party customers following service failure. [Doctoral Thesis, Monash University]. https://bridges.monash.edu/articles/thesis/You_are_supposed_to_help_me_Transgressed_customers_evaluations_of_help_from_service_providers_and_third-party_customers_following_service_failure/8813645

@phdthesis{a34cca0c8b4c4ba19fbd69f52a8245af,

title = "You are supposed to help me: Transgressed customers' evaluations of help from service providers and third-party customers following service failure",

abstract = "This research compares customer service evaluation following a recovery effort by a service provider and a recovery effort by a third-party customer in the context of SST service failure.",

keywords = "Customer-to-Customer Recovery, Service Recovery, Role Congruity, Service Innovation, Services Marketing",

author = "TingHin Ho",

year = "2019",

language = "English",

school = "Monash University",

}

Ho, T 2019, 'You are supposed to help me: Transgressed customers' evaluations of help from service providers and third-party customers following service failure', Doctor of Philosophy, Monash University. <https://bridges.monash.edu/articles/thesis/You_are_supposed_to_help_me_Transgressed_customers_evaluations_of_help_from_service_providers_and_third-party_customers_following_service_failure/8813645>

TY - BOOK

T1 - You are supposed to help me

T2 - Transgressed customers' evaluations of help from service providers and third-party customers following service failure

AU - Ho, TingHin

PY - 2019

Y1 - 2019

N2 - This research compares customer service evaluation following a recovery effort by a service provider and a recovery effort by a third-party customer in the context of SST service failure.

AB - This research compares customer service evaluation following a recovery effort by a service provider and a recovery effort by a third-party customer in the context of SST service failure.

KW - Customer-to-Customer Recovery

KW - Service Recovery

KW - Role Congruity

KW - Service Innovation

KW - Services Marketing

M3 - Doctoral Thesis

ER -

You are supposed to help me: Transgressed customers' evaluations of help from service providers and third-party customers following service failure

Abstract

Keywords

Access to Document

Fingerprint

Cite this