Construct · 1 fields · 1 citations

double deviation: a standalone construct

One name. One construct. A landmark on the map.

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Services marketing

a service failure followed by an inadequate response to that failure, compounding customer dissatisfaction.

In services marketing, double deviation refers to a service failure followed by an inadequate response to that failure, compounding customer dissatisfaction. This meaning comes from Bitner (1990) in Journal of Marketing.[1]

Unit
Recovery means
Measured by

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Nearby constructs

deviation4 fields · 5 citationsjingle · one word, four constructs failure4 fields · 6 citationsjingle · one word, four constructs response4 fields · 4 citationsjingle · one word, four constructs

References

Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. Journal of Marketing, 54(1), 71-84. https://doi.org/10.1177/002224299005400105

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