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Author: Kristen A. Riscinto-Kozub
Publisher: ProQuest
ISBN: 9780549669548
Category :
Languages : en
Pages : 218
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Author: Kristen A. Riscinto-Kozub
Publisher: ProQuest
ISBN: 9780549669548
Category :
Languages : en
Pages : 218
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Book Description
Author: Kristen A. Riscinto-Kozub
Publisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 216
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Book Description
Author: Shahrukh Salman
Publisher: Anchor Academic Publishing
ISBN: 3960676875
Category : Business & Economics
Languages : en
Pages : 57
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Book Description
The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
Author: Minwoo Lee
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
Service failures are inevitable incidents in hospitality settings due to the characteristics of hospitality offerings such as intangibility, heterogeneity, and inseparability. When service failures occur, effective service recovery effort should be made in order to redress such failures and improve customer satisfaction because service failures could negatively affect customers' satisfaction and future behaviors. In the context of social media, firms' service recovery efforts can be witnessed by the complainant's family, close friends, other fan page members, and/or even unknown people who are connected and influenced through enormous social networks. However, no prior study has been found to investigate how and why observers perceive and evaluate service recovery efforts given to the complainant in social media. Therefore, the goals of the current study are to identify the impact of hotels' service recovery efforts on others how merely observe such processes in social media by integrating diverse literature including service failure and recovery, tie strength, and third-party justice as the theoretical lens and to build a structural model depicting others' reactions to service recovery efforts in social media (Study 1). In addition, this study explores how service failure severity and compensation influence observers' fairness perceptions when service recovery efforts are given to the complainant (Study 2). Research findings indicate that hotels' service recovery efforts given to complainants in social media positively influence observers' perceived fairness, leading to hotel image, customer loyalty, and behavioral intentions. The degree of increase in an observer's perceived fairness is higher for a strong tie person than for a weak tie person. Moreover, when service recovery efforts are given to the complainant in social media, service failure severity is negatively associated with observers' perceived fairness while hotel's monetary and psychological response (i.e., compensation) toward the complainant positively moderates observer's perceived fairness. Based upon findings of both Study 1 and Study 2, the current research not only sheds new insights into observers' service failure and recovery research, but also extends third-party justice perspectives and service recovery research (e.g., service failure severity and compensation) in the social media context.
Author: Efrem Sisay
Publisher: LAP Lambert Academic Publishing
ISBN: 9783659365829
Category :
Languages : en
Pages : 92
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Book Description
Organizations cannot avoid service failure.Service failure is inevitable due to the unique characteristics of the service itself. Therefore, they should develop effective recovery strategy to handle service failures properly. However, developing effective recovery strategy is not an easy task especially in the banking industry. Most customers who complained were not pleased with the banks' recovery efforts because they were not treated fairly and the service recovery efforts were far away from adequate justice. Consequently, failed service recovery following the initial service failure is leading the banks' customers to dissatisfaction and to switch their patronage to competitors.This study provides brief explanations on how justice oriented recovery affects customer satisfaction and how recovery satisfaction in turn affects customer loyalty.
Author: Salleh Mohd Radzi
Publisher: CRC Press
ISBN: 1315737353
Category : Business & Economics
Languages : en
Pages : 624
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Book Description
Theory and Practice in Hospitality and Tourism Research includes 111 contributions from the 2nd International Hospitality and Tourism Conference 2014 (Penang, Malaysia, 2-4 September 2014), and covers a comprehensive range of topics, including:- Hospitality management- Hospitality & tourism marketing- Tourism management- Technology & innova
Author: Roger Lee
Publisher: Springer Nature
ISBN: 3031533852
Category :
Languages : en
Pages : 200
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Author:
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
The service sector is the fastest growing segment of the economy, responsible for 75% of the GNP, and still growing. Its success is important to the global economy. Nonetheless, throughout the 20-year evolution of services marketing literature, research that guides theory, methodology, and practice for service success has remained underrepresented. Published research regarding the effect of customers' justice perceptions on customer satisfaction is primarily experimental and focuses only on service recovery after a service failure, providing insufficient information about how the justice experienced in a service encounter affects a customer's satisfaction level. Proactive and reactive service recovery research abounds; service failures have overshadowed service success. This is the first empirical research to investigate across service outcomes the effects 1) of interactional, distributive, and procedural justice on overall justice and customer satisfaction and 2) of overall justice on customer satisfaction. The theoretical model of the customer's path to loyalty adapts previous models of the service profit chain, customer satisfaction with service failure and recovery, and complaint handling relationships. It is a simplified version of the author's in-work conceptual model. The theoretical model has conceptual and practical value to researchers and service company executives. It considers all possible service encounter types and the heterogeneity of outcomes. It is supported by attribution and equity theories (the underpinnings of customer's justice judgments) and by behavioral intentions research.
Author: Ron Zemke
Publisher: Plume Books
ISBN: 9780452264939
Category : Business & Economics
Languages : en
Pages : 612
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Book Description
Ron Zemke is one of today's most sought-after maangement consultants, The Service Edge is required reading for every executive and manager interested in reaping the benefits of customer care--and in getting one-up on the competition.
Author: MICHAEL D. JOHNSON
Publisher:
ISBN:
Category :
Languages : en
Pages : 43
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Book Description
