Search Results - subject:"service failures"

McCole, Patrick - In: International Journal of Contemporary Hospitality Management 16 (2004) 6, pp. 345-354

Proposes a refined conceptual framework for understanding the holistic process of service failure and service recovery for managers from a customer's point of view. The framework focuses on three main dimensions that are of particular relevance for service recovery research. The main dimensions...

Persistent link: https://www.econbiz.de/10014762676

The impact of service failure severity on service recovery evaluations andpost‐recovery relationships

Weun, Seungoog; Beatty, Sharon E.; Jones, Michael A. - In: Journal of Services Marketing 18 (2004) 2, pp. 133-146

Previous research has found that interactional justice and distributive justice are critical factors influencing customer satisfaction after a service recovery. In addition, previous service recovery research has found that satisfaction is an important determinant of key outcome variables such...

Persistent link: https://www.econbiz.de/10014905010

Consumer switching behavior in the Asian banking market

Gerrard, Philip; Barton Cunningham, J. - In: Journal of Services Marketing 18 (2004) 3, pp. 215-223

strongly influenced by three types of incident: service failures, pricing and inconvenience, with pricing being more …

Persistent link: https://www.econbiz.de/10014905016

Customer and employee views of critical service incidents

Chung‐Herrera, Beth G.; Goldschmidt, Nadav; Doug … - In: Journal of Services Marketing 18 (2004) 4, pp. 241-254

perceptions of service failures and recovery, the attributions made by the two perspectives in terms of causes for failures and … recovery efforts, and whether each perspective believed that age, gender or race contributed to service failures or recovery … in a good recovery effort. However, the two perspectives differed in their views of service failures that accompanied a …

Persistent link: https://www.econbiz.de/10014905018

A CIT investigation of servicescape failures and associated recovery strategies

Hoffman, K. Douglas; Kelley, Scott W.; Chung, Beth C. - In: Journal of Services Marketing 17 (2003) 4, pp. 322-340

This study was undertaken to investigate service failures relating to problems with the management of the servicescape …

Persistent link: https://www.econbiz.de/10014904978