A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery PDF Download
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Author: Amy K. Smith
Publisher:
ISBN:
Category :
Languages : en
Pages : 44
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Book Description
Author: Amy K. Smith
Publisher:
ISBN:
Category :
Languages : en
Pages : 44
Get Book Here
Book Description
Author: Amy Kyper Smith
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 44
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Book Description
Author: Klaus Schöfer
Publisher: diplom.de
ISBN: 3832462910
Category : Business & Economics
Languages : en
Pages : 287
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Book Description
Inhaltsangabe:Abstract: Although many firms may aspire to offer zero defects service, the possibility of service failures cannot be wholly eliminated simply because of the variety of factors that may impact on the delivery process. Consequently, the manner in which firms respond to service failures is increasingly seen as a factor that may separate the more successful firms form the others. This response, termed service recovery, is defined as the process by which the firm attempts to rectify a service failure. Some researchers suggest that a firm s response to failures can either reinforce customer relationships or exacerbate the negative effects of the failure. In fact, some assert that it is often a firm s response to a failure, rather than the failure itself, that triggers discontent. Recoveries are critical because customers perceiving poor recovery efforts may dissolve the buyer-seller relationship and purchase elsewhere. Such customer turnover can be costly, especially given that it costs more to win new customers than it does to retain current ones. As a consequence, service failure and recovery encounters have been recognised as critical moments of truth for organisations in their efforts to satisfy and keep customers. Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company s response to service failure and recovery encounters. Using perceived justice theory as a conceptual foundation, the current research develops and tests a model that (1) explains how customers evaluate service failure and recovery encounters and (2) how these evaluations affect customer satisfaction and subsequent post-purchase behaviour and attitudes. The study employed a two-stage research strategy. The first phase of the research included an extensive literature review and exploratory research involving semi-structured interviews and experiments. This first stage resulted in the development of a research model establishing the links between the antecedents and outcomes of customer satisfaction judgments involving service failure and recovery encounters. In the second phase, the proposed conceptual model was evaluated through a self-administered, cross-sectional survey. Respondents were requested to recall a time when they complained to a travel and tourism services provider about a failed [...]
Author: Amy Kyper Smith
Publisher:
ISBN:
Category : Customer services
Languages : en
Pages : 462
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Book Description
Author: Klaus Schöfer
Publisher:
ISBN: 9783828886612
Category : Consumer satisfaction
Languages : en
Pages : 191
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Book Description
Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company's response to service failure and recovery encounters. Using perceived justice theory as a conceptual foundation, the current research develops and tests a model that (1) explains how customers evaluate service failure and recovery encounters and (2) how these evaluations customer satisfaction and subsequent post-purchase behaviour and attitudes. The study employed a two-stage research strategy. The first phase of the research included an extensive literature review and exploratory research involving semi-structured interviews and experiments. This first stage resulted in the development of a research model establishing the links between perceived justice, consumption emotions, customer satisfaction and post-purchase behaviour and attitudes. In the second phase, the hypotheses were evaluated through a self-administered, cross-sectional survey. Respondents were asked to recall an incident when they complained to a travel and tourism service provider about a problem. Structured questions were used to test the eighteen hypotheses resulting from the proposed conceptual framework for examining customer evaluations of service failure and recovery encounters. The results of this research provide empirical support for proposed conceptual framework suggesting that perceived justice evaluations play an important role in customer evaluations of service failure and recovery encounters. The findings contribute to the understanding of post-purchase decision-making, notably in travel and tourism services marketing settings. Managers should also find the results informative in developing complaint resolution procedures.
Author: Moheb M. Deif
Publisher:
ISBN:
Category :
Languages : en
Pages : 209
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Book Description
Author: Roland T. Rust
Publisher: SAGE
ISBN: 0803949200
Category : Business & Economics
Languages : en
Pages : 201
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Book Description
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Author: Erdogan Koc
Publisher: CABI
ISBN: 1786390671
Category : Business & Economics
Languages : en
Pages : 246
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Book Description
Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff. This book is enhanced with supplementary resources. The customizable lecture slides can be found at: www.cabi.org/openresources/90677
Author: Bowen, Gordon
Publisher: IGI Global
ISBN: 1466665963
Category : Business & Economics
Languages : en
Pages : 428
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Book Description
For years, technology has been the impetus for progress in various processes, systems, and businesses; it shows no sign of ceasing further development. The application of technology-driven processes in promotionally-oriented environments has become more and more common in todays business world. Computer-Mediated Marketing Strategies: Social Media and Online Brand Communities brings together marketing approaches and the application of current technology, such as social networking arenas, to show how this interaction creates a successful competitive advantage. Focusing on qualitative research, various technological tools, and diverse Internet environments, this book is a necessary reference source for academics, management practitioners, students, and professionals interested in the application of technology in promotionally-oriented processes.
Author: Anna M. Gil-Lafuente
Publisher: Springer
ISBN: 9783642304569
Category : Computers
Languages : en
Pages : 0
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Book Description
This book is a collection of selected papers presented at the Annual Meeting of the European Academy of Management and Business Economics (AEDEM), held at the Faculty of Economics and Business of the University of Barcelona, 05 – 07 June, 2012. This edition of the conference has been presented with the slogan “Creating new opportunities in an uncertain environment”. There are different ways for assessing uncertainty in management but this book mainly focused on soft computing theories and their role in assessing uncertainty in a complex world. The present book gives a comprehensive overview of general management topics and discusses some of the most recent developments in all the areas of business and management including management, marketing, business statistics, innovation and technology, finance, sports and tourism. This book might be of great interest for anyone working in the area of management and business economics and might be especially useful for scientists and graduate students doing research in these fields.
