Balance in the (Re)making: A Deep Metaphor Analysis of Consumer Recovery Expectations

Authors

Glenn L. Christensen, Brigham Young UniversityFollow
Torsten Ringberg, University of Wisconsin

Keywords

service recovery, customer expectations, cultural norms in health care

Abstract

[...]the company should, "give the customer some compensation that needs to be greater than the failure itself." [...]it is within these cultural codes that consumers should expectations of service recovery find their phoenix like resiliency against the disconfirmation of lived experience. "Nature and determinants of customer expectations of service recovery in health care."

Original Publication Citation

“Balance in the (Re)making: A Deep Metaphor Analysis Of Consumer Recovery Expectations,” (2006), with Torsten Ringberg, European Advances in Consumer Research, Vol. 7, ed. Karin M. Ekström and Helene Brembeck, Duluth, MN: Association for Consumer Research, 440-441

BYU ScholarsArchive Citation

Christensen, Glenn L. and Ringberg, Torsten, "Balance in the (Re)making: A Deep Metaphor Analysis of Consumer Recovery Expectations" (2006). Faculty Publications. 8335.
https://scholarsarchive.byu.edu/facpub/8335

Document Type

Conference Paper

Publication Date

2006

Publisher

Association for Consumer Research

Language

English

University Standing at Time of Publication

Associate Professor

Copyright Use Information

https://lib.byu.edu/about/copyright/