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Relevant bibliographies by topics / Service failure

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Academic literature on the topic 'Service failure'

Author: Grafiati

Published: 4 June 2021

Last updated: 1 February 2023

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Journal articles on the topic "Service failure"

1

Köcher, Sören, and Stefanie Paluch. "“My bad”: investigating service failure effects in self-service and full-service settings." Journal of Services Marketing 33, no. 2 (April 8, 2019): 181–91. http://dx.doi.org/10.1108/jsm-03-2018-0096.

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PurposeCompanies in diverse branches offer a variety of service alternatives that typically differ in terms of the degree to which customers are actively involved in service delivery processes. The purpose of this paper is to explore potential differences in consumers’ reactions to service failures across services provided by a service employee (i.e. full-services) and services that require customers’ active involvement (i.e. self-services).Design/methodology/approachTwo 2 (full-service vs self-service) × 2 (no service failure vs service failure) scenario-based experiments in technological and non-technological contexts (i.e. ticket purchase and furniture assembly) were conducted.FindingsStudy results reveal that although service failures have a similar negative impact on satisfaction across both full-services and self-services, in the self-service context, the negative effect on the willingness to use the same service delivery mode again is attenuated.Research limitations/implicationsBy emphasizing the role of customers’ active involvement in the service delivery process, the study extends previous knowledge regarding customer response to service failures in different service settings.Practical implicationsBy highlighting that self-service customers’ future behavioral intentions are less severely affected by service failures, the authors present an additional feature of customer involvement in service delivery processes that goes beyond the previously recognized advantages.Originality/valueDespite the abundance of research on the effects of failure attributions, previous studies have predominantly examined main effects of attributions on customer responses, such that insights into potential moderating effects of failure attributions on established relationships – as investigated in this study – are still scarce.

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Van de Walle, Steven. "When public services fail: a research agenda on public service failure." Journal of Service Management 27, no. 5 (October 17, 2016): 831–46. http://dx.doi.org/10.1108/josm-04-2016-0092.

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Purpose The purpose of this paper is to review the literature on public service failure and develop a research agenda for studying public service failure alongside private service failure. The general services management literature has devoted relatively little attention to public services, whereas developments in the private service management literature have not reached public management. Design/methodology/approach This is a conceptual paper drawing on the public management literature. Different failure types and causes are discussed, including service failures that are specific to public sector settings. This is linked to the specific public context within which public services operate. Customer reactions to public service failure are then introduced, as well as service recovery. Findings Service failures in a public and a private context are different. There are different failure types and different standards of failure. Public management literature mainly studies collective and political reactions to service failure, whereas the private service management literature tends to focus on individual reactions. Finally, attention for service recovery was found to be very limited in the public services literature. Social implications Studying public service failure is important because failure can have dramatic consequences for customers, public organisations, and society. Social inequalities that arise as a result of public service failure need to have a prominent role in future research. Originality/value This paper develops the concept of public service failure and sets a novel research agenda for studying processes, causes, and consequences of such failure, as well as public-private differences.

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Nguyen, Quoc Nghi, Van Tung Huynh, and Van Nam Mai. "The relationships among service failure, service recovery, customer satisfaction and trust at international hospitals: A Case in Vietnam." Uncertain Supply Chain Management 9, no. 4 (2021): 887–96. http://dx.doi.org/10.5267/j.uscm.2021.7.013.

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The objective of this study is to demonstrate the relationships among the severity of service failure, service recovery, customer satisfaction and loyalty towards the Vietnamese international hospital system. The research data were collected from 303 customers who have used services and experienced service failures at international hospitals. Applying Structural Equation Modeling, the study pointed out that service failure includes three dimensions, which are system failure, request failure, and behavior failure. Meanwhile, service recovery is made up of three dimensions which are distributive justice, procedural justice, and interactional justice. The severity of service failure positively affects service recovery and service recovery puts a powerful impact on customer satisfaction, thereby increasing their trust in international hospitals in Vietnam.

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Kurita, Yusuke, Takumi Ota, Koji Kimita, and Yoshiki Shimomura. "A Method for Analyzing Service Failure Causes." Journal on Innovation and Sustainability. RISUS ISSN 2179-3565 3, no. 2 (August 27, 2012): 57. http://dx.doi.org/10.24212/2179-3565.2012v3i2p57-66.

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The provision of highly reliable services is essential for the maintenance of long-term relationships with customers. To establish highly reliable services, the potential for service failures and their causes must be identified and taken appropriate steps in the process of service design. Methods are proposed to support these activities. However, the quality of these analyses depends on designers’ abilities such as their experience. Therefore, it is difficult to enumerate potential service failure and their causes exhaustively in the phase of service design. In this paper, we propose a method for the extraction of service failure causes. The proposed method is verified through its application to a practical case.

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Um, Taehyee, Taekyung Kim, and Namho Chung. "How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?" Sustainability 12, no. 12 (June 23, 2020): 5119. http://dx.doi.org/10.3390/su12125119.

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To gain competitive advantages and sustainable service innovation, hotels are considering artificial intelligence technologies (AI), including robots, kiosks for service automation and chatbots. However, due to the change of the service process and unfamiliar communication interface, hotel customers may have difficulties in adopting the new change. In this paper, we tried to find out if the failure of AI-based services would affect customers’ perception. For this, we designed the experiment by separating AI (i.e., chatbot) services and self-service technology (SST, i.e., pad) services and service failures and successful cases, respectively. As a result, SST showed more positive perceptions and revisit intention in the successful service situation. The service failure situation showed no differences between chatbot and SST. In addition, novelty and the need for interaction characteristics of customers showed significant differences between groups in terms of service success and failure, respectively. Additionally, we explored negative word-of-mouth (WOM) to learn further effects by service failures and successes.

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Gidener, Nazlı Gülfem, and Durmuş Ali Deveci. "An Analysis of Service Failures and Recovery Strategies in the Turkish Third Party Logistics Service Industry." Transactions on Maritime Science 9, no. 1 (April 20, 2020): 35–50. http://dx.doi.org/10.7225/toms.v09.n01.003.

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Service literature indicates that both service failure and service recovery have a strong impact on the business relationships between service providers and their customers. The purpose of this research is twofold: to explore and analyze the most common service failures and implemented recovery strategies in Turkish third party logistics service industry and examine their impact on business relationships. Critical Incident Technique (CIT) was used. Thus, information on critical incidents were collected from both third party logistics service providers (3PLs) and their customers, failures and recovery strategies were categorized and the impact of service failures and recovery strategies on future relationships between customers and 3PLs examined. The findings indicate that service failures are most frequently encountered in customer services and port operations and that symbolic service recovery is the most common recovery strategy implemented by third party logistics service providers. The findings also show that third party logistics service providers and carriers are the most common sources of failure in third party logistics services.

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Dewi, Luciana Triani, Nguyen Thi Chinh, and Keren Kerviona. "Service Blueprinting to Enhance Restaurant’s Service Process." International Journal of Industrial Engineering and Engineering Management 4, no. 1 (June 6, 2022): 123–28. http://dx.doi.org/10.24002/ijieem.v4i1.5506.

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Restaurants should provide services that enable satisfy their customers. The study was conducted in a local Taiwan restaurant. The restaurant has been running since 2015 and, so far, has not shown significant progress. Service blueprinting was used to identify where substances could be improved and where customer satisfaction problems occurred. The purposes of the study are (1) to identify the service process by service blueprinting, (2) to find the potential failure points of the existing service process, and (3) to propose possible solutions to the failure points. The results show two categories of potential failures were recognized, i.e., receiving- delivering orders and waiting for food. The substitute order mechanism is proposed as the solution.

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Zhu, Xia, and Judy Zolkiewski. "Exploring service failure in a business-to-business context." Journal of Services Marketing 29, no. 5 (August 10, 2015): 367–79. http://dx.doi.org/10.1108/jsm-02-2014-0055.

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Purpose – This study aims to explore how business-to-business service failures manifest in a manufacturing context. Design/methodology/approach – The empirical research involved two case studies: case study one included 20 interviews in the metal finishing industry; case study two included 20 interviews in the paint and coatings industry. In both case studies, suppliers and customers’ perceptions were obtained to facilitate a dyadic understanding of the phenomena. Findings – Business-to-business service failure is a complex, dynamic and interactive process. It varies according to type of service, services supporting the products and services supporting the customers, service quality dimensions and the source of the failure. It can have a more profound impact than service failure in a consumer context because it may cause disruption to customers’ production and have a negative influence of failure on their clients in the network. Research limitations/implications – Business customers may play a role in value co-destruction rather than value co-creation by causing service failures due to errors on their part. The consequences of the domino effects revealed in this study need to be given careful consideration by managers. The research is exploratory, and the findings may be influenced by the manufacturing sector in which the case study firms are based. Originality/value – Business-to-business service failure has its own distinct characteristics, as it may impact widely in the business-to-business network. Domino effects implicitly dominate business-to-business service failure episodes where negative outcomes cascade downstream and affect service recipients’ customers.

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Kim, Sooyun. "Effective and Ineffective Service Recovery Recipes in the Peer-to-Peer (P2P) Sharing-Service Model: Using the Fuzzy-Set Qualitative Comparative Analysis (fsQCA) Approach." Sustainability 14, no. 5 (February 22, 2022): 2525. http://dx.doi.org/10.3390/su14052525.

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In a peer-to-peer (P2P) sharing-service model, a platform provider (PP) has no direct control over the service quality of peer service providers (PSPs). However, an unpleasant experience with a single PSP may impact customer responses to the PP. Hence, the PP should offer PSPs guidelines on how to cope with service failures. To identify effective/ineffective recovery strategies, this study examined the influence of the characteristics of service failure/recovery and customers that influence customers’ behavioral intentions toward the PP. Specifically, it employed multiple regression analysis (MRA) and fuzzy-set qualitative comparative analysis (fsQCA) to analyze the complex relationships between service failure/recovery characteristics (severity of service failure and source of service recovery) and customers’ characteristics (PSP experience, age, and gender) regarding customers’ behavioral intentions (reuse and switching intentions of the PP). The results show (1) four solutions leading to high reuse intention and two solutions leading to high switching intention of the PP when the severity of service failure is high and (2) three solutions leading to high reuse intention and two solutions leading to high switching intention of the PP when the severity of service failure is low. By investigating recovery configurations reflecting the unique characteristics of P2P sharing services, this study contributes to the literature on both P2P sharing services and service failure/recovery.

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Anvekar, Sandhya. "Courier Services in India: Concerns for Effective Service Delivery." Ushus - Journal of Business Management 6, no. 2 (June 11, 2007): 83–90. http://dx.doi.org/10.12725/ujbm.11.8.

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The courier industry in India is like a vital link of communication between persons and corporations meant for individual and industrial benefits. It is an industry worth Rs. 50 billions and is on steady pace of development. More than 2300 courier companies operating in India, it is a challenge for the service provider of courier services to be unique, competent and provide effective service delivery. An insight into the crucial and critical incidents of service failure and strategizing by closing these failures will ensure effective service deliveries by the courier service providers. A trained and skilled front stage personnel, committed delivery boys/runners and efficient distribution networking can enable the courier service operators to provide failure free effective service delivery.

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Dissertations / Theses on the topic "Service failure"

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Hope, Peter C. "Service failure and recovery : relational aspects of communication in the service encounter." Thesis, Queensland University of Technology, 2002.

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Hess, Ronald L. Jr. "The Effects of Employee-Initiated Peripheral Service Failures on Customers' Satisfactions with the Service Organization." Diss., Virginia Tech, 1999. http://hdl.handle.net/10919/27908.

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This dissertation investigates how satisfaction with a service employee affects customers' overall satisfaction with a service organization following an employee-initiated service failure. Specifically, this research examines how the severity of a peripheral service failure (how the service is delivered), quality of past core service performance (basic benefits of service), and existence of past peripheral service failures impact the extent to which customers' satisfaction with an employee transfers to evaluations of the service organization. Dimensions of attribution theory are explored as a process mediating the effects of these variables on satisfaction with the employee and organization. This dissertation extends attribution theory by differentiating controllability attributions at both the employee and organizational levels, as well as introducing attributions of globality (universal across the organization versus employee or situation-specific) to marketing. Distinctions between employee and organizational-level attributions may clarify the process by which customer evaluations of employees affect organizations. The study used an experimental role-playing methodology to test the proposed conceptual model. Four-hundred forty-five (445) air travelers comprised the sample. The design for this study varied the severity of the current peripheral service failure (less severe, more severe, and no-failure), existence of past peripheral service failures (existing and not existing), and quality of past core service performance (excellent and average). Structural equation modeling using Lisrel 8.20 was used to test the proposed hypotheses. Overall, the results show that the severity of the peripheral service failure and aspects of past service history influence the attributions that customers make following peripheral service failures. These attributions, in turn, have a significant impact on customers' satisfaction with the employee and the organization. The findings also indicate that the severity of the current peripheral failure can spill over and negatively affect customers' satisfaction with the core service component. Furthermore, the results show that both aspects of customers' past service experience with an organization (existence of past peripheral service failures, quality of past core service performance) directly impact customers' overall satisfaction with the organization.
Ph. D.

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Wijaya, Doddy Hendra. "SERVICE FAILURE IN JAKARTA PUBLIC BUS TRANSPORT." Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4576.

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Gotsis, V. "Service failure and recovery in UK airlines." Thesis, University of Salford, 2016. http://usir.salford.ac.uk/41175/.

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This research has focused on the service failure and recovery of the Airline industry and the impact that has on customer satisfaction along with the task to identify optimal recovery strategies. It has identified 22 Failure types that occurred during service failure and has expanded the understanding of the impact that several factors such as Severity of Failure, Failure type, Emotion and Justice have on Post Failure Satisfaction (PFS), on Satisfaction with Recovery (SWR), on Post Recovery Satisfaction (PRS) and Loyalty through the use of a suggested model (conceptual framework). More specific it has found that the factors of Severity of Failure (exclusively for the airline industry) and Failure type have a negative effect on Post Failure Satisfaction (PFS), on Satisfaction with Recovery (SWR), on Post Recovery Satisfaction (PRS) and Loyalty. In addition, the factor of Emotion did not have a significant effect on Post Recovery Satisfaction (PRS) and Loyalty while the factor of Justice has. It has also identified some recovery strategies that work more effectively after the occurrence of service failure. More particularly the strategies of providing (on behalf of the airline company) : (1) Opportunity to voice my view/feelings, (2) Correction of the problem, (3) Staff empowered to solve the problem, (4) Apology for the service failure), (5) Follow-Up in writing from airline manager, (6) Facilitation for making complain process easier, (7) Appropriate place to explain/handle the complaint, (8) Understanding staff and some others to a smaller extent, work more effectively with regards to the recovery process for the customer. The research had a quantitative approach and was carried out with multivariate statistics (IBM’s SPSS software package) such as Analysis of Variance (ANOVA) and (OLS) Regression analysis. It suggested a model (conceptual framework) where several factors were tested with the above-mentioned statistics. Further this research has also revealed some service quality models for the airline industry (both industry specific and non) that work better and more specific suggested the use of the Hierarchical model along with industry-based models. In addition, the usage of the SERVPEX and SERVPERF models cannot be totally rejected as there are arguments from both sides. Overall this research has contributed to theory by demonstrating through a conceptual framework what general impact exist in the whole service failure and recovery process with regards to the factors of Severity of Failure, Failure type, Emotion and Justice. The findings provide a significant contribution to the literature.

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Ma, Tiejun. "Quality of service of crash-recovery failure detectors." Thesis, University of Edinburgh, 2007. http://hdl.handle.net/1842/2124.

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This thesis presents the results of an investigation into the failure detection problem. We consider the specific case of the Quality of Service (QoS) of crash failure detection. In contrast to previous work, we address the crash failure detection problem when the monitored target is resilient and recovers after failure. To the best of our knowledge, this is the first work to provide an analysis of crash-recovery failure detection from the QoS perspective. We develop a probabilistic model of the behavior of a crash-recovery target, i.e. one which has the ability to recover from the crash state. We show that the fail-free run and the crash-stop run are special cases of the crash-recovery run with mean time to failure (MTTF) approaching to infinity and mean time to recovery (MTTR) approaching to infinity, respectively. We extend the previously published QoS metrics to allow the measurement of the recovery speed, and the definition of the completeness property of a failure detector. Then, the impact of the dependability of the crash-recovery target on the QoS bounds for such a crash-recovery failure detector is analyzed using general dependability metrics, such as MTTF and MTTR, based on an approximate probabilistic model of the two-process failure detection system. Then according to our approximate model, we show how to estimate the failure detector’s parameters to achieve a required QoS, based on Chen et al.’s NFD-S algorithm analytically, and how to execute the configuration procedure of this crash-recovery failure detector. In order to make the failure detector adaptive to the target’s crash-recovery behavior and enable the autonomy of the monitoring procedure, we propose two types of recovery detection protocols. One is a reliable recovery detection protocol, which can guarantee to detect each occurring failure and recovery by adopting persistent storage. The other is a lightweight recovery detection protocol, which does not guarantee to detect every failure and recovery but which reduces the system overhead. Both of these recovery detection protocols improve the completeness without reducing the other QoS aspects of a failure detector. In addition, we also demonstrate how to estimate the inputs, such as the dependability metrics, using the failure detector itself. In order to evaluate our analytical work, we simulate the following failure detection algorithms: the simple heartbeat timeout algorithm, the NFD-S algorithm and the NFDS algorithm with the lightweight recovery detection protocol, for various values of MTTF and MTTR. The simulation results show that the dependability of a recoverable monitored target could have significant impact on the QoS of such a failure detector. This conforms well to our models and analysis. We show that in the case of reasonable long MTTF, the NFD-S algorithm with the lightweight recovery detection protocol exhibits better QoS than the NFD-S algorithm for the completeness of a crash-recovery failure detector, and similarly for other QoS metrics.

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Nizam, Haitham. "Survival Strategies for Small Independent Full-Service Restaurants." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4162.

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Small businesses play a vital role in the modern economy. They represent the main catalyst for economic development. However, small businesses fail at a high rate, especially small independent restaurants. Around 25% of small independent restaurants fail within the first year of operation, and around 60% do not survive for more than 3 years. The purpose of this multiple case study was to explore what strategies small independent full-service restaurant owners in the Al Rehab District, Cairo, Egypt implemented to sustain operations for more than 5 years. The restaurant viability model provided the conceptual framework for this study. The population of this study comprised of 14 owners of small independent full-service restaurant with less than 50 employees in the Al Rehab District, Cairo, Egypt, who sustained their businesses operations for more than 5 years. The data sources included semistructured interviews, restaurant review websites, and social media platforms. Based on methodological triangulation of the data sources, open coding, analyzing the data using qualitative data analysis software, and member checking, 5 themes emerged: restaurant infrastructure strategies, marketing strategies, operations strategies, management strategies, and emotive strategies. The potential implications for positive social change include increasing the success rate of small independent restaurant owners, which in return will create wealth for the owners, generate employment opportunities, increase the government tax revenues, and contribute to the growth of the Egyptian economy.

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Zainol, Noor Azimin. "From service problem to service failure : assessing resort hotel customers' perceptions of acceptability." Thesis, University of Surrey, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.520483.

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This study seeks to explore the current understanding of the nature of failure in relation to an individual's zone of tolerance in the resort hotel context. Specifically, it aims to explore the acceptability of service problems based on the influence of attributes extracted from critically reviewing the service failure and zone of tolerance literatures. The main approach of the study involves developing a conceptual framework, based on a preliminary study and the previously reviewed literatures. These results show that different individuals have different perceptions with different variability in their zone of tolerance. Failure is seen as a difficult concept to judge as individuals have diverse perceptions of what constitutes a failure and when it starts. In addition, an initial negative encounter will predispose customers to future negative encounters. The research used two different approaches in the main study. The first used a qualitative study involving Critical Incident Technique (CIT), with the purpose of verifying the constructs identified in the proposed conceptual framework. The results confirmed the constructs tested and also identified a number of newly emergent constructs. This led to a revised conceptual framework to be tested in a larger scale, quantitative study. The quantitative study applied choice-based conjoint analysis via problematic scenarios where respondents performed a calculus in identifying which factors were perceived as the most important in leading to failure in resort hotels. The most significant findings are the identification of the salience of the attributes that have been shown to influence individuals' determination of the unacceptability of service problems, hence contributing to what is seen as failure. These are identified as issues relating to employee errors, problems being attributed internally, problems encountered in the later stage of the service experience, problems concerning high value for money, negative incidents encountered - especially on a repeat visit, for guests staying more than six nights and travelling with a spouse or friends. In addition, interaction effects between attributes and demographic segmentation analysis were also generated.

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Dallinger, Ioana. "An experimental investigation into the timing of service failure communication." Diss., Virginia Tech, 2021. http://hdl.handle.net/10919/104147.

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Service failures are common in the hospitality industry and are often associated with low guest satisfaction. However, guest satisfaction is possible to be restored when excellent service recovery tactics are deployed in a timely fashion. The temporary unavailability of a service offering is a type of failure recognized by practitioners, customers, and the research community, yet it is typically only used for illustrative purposes in research. Given the ubiquity of this type of failure in the industry, the lack of investigations of its various aspects (e.g., communication of the occurrence to the customer, reasons, ramifications, etc.) seems surprising. Using scenario-based experimental design in a restaurant setting, this research tested the effects of timing (early/ late) of the communication of the temporary unavailability of a menu item on customers' satisfaction with the recovery, while taking into account the perceived severity of the failure as well as the relationship between customer and provider. Findings indicate that restaurant guests informed early that a menu item is unavailable are more satisfied than those who are informed later in their dining experience (after they have been given time to study the menu and make choices). This increased satisfaction is mediated through the customers' perception of interactional, procedural, and distributive justice.
Doctor of Philosophy
Things go wrong all the time in the hospitality industry; knowing how and when to address guests can make or break a business. For restaurants, the unavailability of a menu item is often an uncontrollable occurrence. In a scenario-based experiment, the present study tested guests' reactions to restaurant staff communicating the unavailability of an item early (during introductions) versus late (after the guests were given time to peruse the menu and make choices). The study took into account the type and duration of the relationship between guest and provider, as well as the fact that the guest may either be particularly interested in the unavailable item or indifferent. The results overwhelmingly pointed in one direction: the sooner the issue is communicated to the guests, the better. Respondents who were told early in their dining experience about a menu item being unavailable were significantly more satisfied than their counterparts (who weren't informed until late), and, overall, perceived the provider as more just. Anecdotal evidence shows different approaches to this type of issue but prior empirical evidence appears non-existent as to which approach yields optimal results, so the findings of the present study should be relevant to practitioners trying to retain guests after things have gone wrong.

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Ngae, A. Njama Alain Patrick. "After Sales service : Complaint to Service Recovery Improvement." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-23031.

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Abstract Author : Alain Patrick Ngae a Njama Tutor : Peter Caesar Examiner : Pejvak Oghazi Title : After sales service: Complaint to Service Recovery Improvement Keywords : Service Recovery, Complaint handling, service failure, service process, Svetruck AB Background : It is real that everyday people purchase goods for their daily needs and satisfaction, but unfortunately it happen that some of those goods do not live up to the customer expectations. The reality when a failure occurred is something else because is the second chance giving to the service provider to show concern. Many research agreed that good recovery after a service failure can create a positive response from the customer side as example making them loyal and sharing their positive experience to others. Purpose: The purpose of this study is to look into how service recovery influence customer retention. Research question: How Does Company handles customer’s complaint in order to fulfill service recovery ? Method: Three respondents were selected within a heavy industry call Svetruck AB. Due to their position and number of year they have been working for this company. Many section of interview were organized in order to have a clear understanding of the inside out of the service handling process. Conclusion: Complaint handling appears to be very essential for each company willing to stay in the competitive word. Some will differ from the way they handle or treat their customer but the final issue for all companies will be to keep satisfies their customer for long-term relationship, also by reducing the cost of hunting new customers. Suggestion for further research : After the investigation of complaint handling from the service 3 provider side, we can think of other areas to investigate related to this topic. One of it will be to make an investigation on complaint handling from the customer point of view to find out how the customer perceived satisfaction after the service provider have handled their complaint. Another point may be to compare Svetruck complaint handling with the one of one of their mean competitor to see the point that differ them from the others. Further investigations can also be made on unsatisfied customers, those who have experience bad service recovery by then had chosen to switch to competitor.

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Ma, Jun. "Attribution, Expectation, and Recovery: An Integrated Model of Service Failure and Recovery." Kent State University / OhioLINK, 2007. http://rave.ohiolink.edu/etdc/view?acc_num=kent1186171198.

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Books on the topic "Service failure"

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Clacher, E. J. Service failure and service recovery in U.K. theme parks. Manchester: UMIST, 1997.

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The failure factory. New York: Crown Forum, 2008.

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Copeland, Thomas E. Fool me twice: Intelligence failure and mass casualty terrorism. Leiden: Martinus Nijhoff, 2007.

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Håkansson, Stefan. Konsulerna och exporten 1905-1981: Ett "Government failure"? Lund, Sweden: Lund University Press, 1989.

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Håkansson, Stefan. Konsulerna och exporten 1905-1921: Ett "government failure"? Lund, Sweden: Lund University Press, 1989.

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Conway, Kyle. Everyone says no: Public service broadcasting and the failure of translation. Montreal: McGill-Queen's University Press, 2011.

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Everyone says no: Public service broadcasting and the failure of translation. Montreal: McGill-Queen's University Press, 2011.

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R, Brown Jeffrey. Influence of service planning decisions on rail transit success or failure. San Jose, CA: Mineta Transportation Institute, College of Business, San José State University, 2009.

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Toister, Jeff. Service failure: The real reasons employees struggle with customer service and what you can do about it. New York: American Management Association, 2013.

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Connellan, E. J. Failure of triumph: The story of Connellan Airways. Alice Springs, N.T: Paradigm Investments, 1992.

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Book chapters on the topic "Service failure"

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Otegui, Jose Luis. "Failure Mitigation and Extension of Service Life." In Failure Analysis, 251–81. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-03910-7_9.

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Ezrin, Myer. "Failure Related to Service Conditions." In Plastics Failure Guide, 279–320. München: Carl Hanser Verlag GmbH & Co. KG, 2013. http://dx.doi.org/10.3139/9783446428829.006.

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Wagner, Florian. "Efficient, Failure-Resilient Semantic Web Service Planning." In Service-Oriented Computing, 686–89. Berlin, Heidelberg: Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-17358-5_59.

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Kim, Kawon, and Melissa A. Baker. "Managing service failure and recoveries." In The Routledge Handbook of Tourism Experience Management and Marketing, 352–60. Abingdon, Oxon ; New York, NY : Routledge, 2020. |Includes bibliographical references and index.: Routledge, 2020. http://dx.doi.org/10.4324/9780429203916-30.

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Kabir, Sandra Mostafa. "Menstrual Regulation Service Delivery." In Prevention and Treatment of Contraceptive Failure, 157–62. Boston, MA: Springer US, 1986. http://dx.doi.org/10.1007/978-1-4684-5248-8_23.

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Yuan, Yunjing, Jing Wang, Yanbo Han, Qianwen Li, Gaojian Chen, and Boyang Jiao. "“Failure” Service Pattern Mining for Exploratory Service Composition." In Lecture Notes of the Institute for Computer Sciences, Social Informatics and Telecommunications Engineering, 38–53. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-92635-9_3.

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Wassermann, Bruno, and Wolfgang Emmerich. "Monere: Monitoring of Service Compositions for Failure Diagnosis." In Service-Oriented Computing, 344–58. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-25535-9_23.

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Neiat, Azadeh Ghari, Athman Bouguettaya, Timos Sellis, and Hai Dong. "Failure-Proof Spatio-temporal Composition of Sensor Cloud Services." In Service-Oriented Computing, 368–77. Berlin, Heidelberg: Springer Berlin Heidelberg, 2014. http://dx.doi.org/10.1007/978-3-662-45391-9_26.

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van Renesse, Robbert, Yaron Minsky, and Mark Hayden. "A Gossip-Style Failure Detection Service." In Middleware’98, 55–70. London: Springer London, 1998. http://dx.doi.org/10.1007/978-1-4471-1283-9_4.

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Hoffman, K. Douglas, Scott W. Kelley, and Holly M. Rotalsky. "Restaurant Service Failure and Recovery Analysis." In Proceedings of the 1994 Academy of Marketing Science (AMS) Annual Conference, 193. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-13162-7_50.

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Conference papers on the topic "Service failure"

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Kurita, Yusuke, Koji Kimita, Kentaro Watanabe, and Yoshiki Shimomura. "Service Failure Effects Analysis Based on Customer Perspective." In ASME 2013 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2013. http://dx.doi.org/10.1115/detc2013-13663.

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Recently, service has been recognized as an effective means to enhance customer satisfaction. The importance of service is widely accepted. Based on this background, the authors of this paper have conducted conceptual research on service design from the engineering perspective. This research series is called “Service Engineering.” In order to achieve a successful service, service providers should maintain service quality and always satisfy their customers. To be specific, the provision of highly reliable service is essential for service providers to survive in their target market. To realize highly reliable products or services, in general, it is an effective approach to prevent failures from occurring in the use phase. In this study, we aim to support service failure analysis in order to minimize the occurrence of failures. This paper proposes a method for analyzing service failure effects in the service design phase. Specifically, we define service failure and propose a procedure to analyze service failure effects with models that are proposed in Service Engineering. The proposed method is verified through its application to a practical case.

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Zhang, Shilei, Ying Wang, Wenjing Li, and Xuesong Qiu. "Service failure diagnosis in service function chain." In 2017 19th Asia-Pacific Network Operations and Management Symposium (APNOMS). IEEE, 2017. http://dx.doi.org/10.1109/apnoms.2017.8094181.

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Kurita, Yusuke, Koji Kimita, and Yoshiki Shimomura. "A Service Failure Modes Identifying Method to Realize Highly Reliable Services." In ASME 2012 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2012. http://dx.doi.org/10.1115/detc2012-71237.

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Recently, service has been recognized as an effective means to enhance customer satisfaction. The importance of service is widely accepted. According to this background, the authors of this paper have carried out conceptual research on service design from the engineering viewpoint. The series of this research is called “Service Engineering.” In order to achieve a successful service, service providers should maintain the quality of their service and always satisfy their customers. Namely, the provision of highly reliable service is essential for service providers to survive in the target market. In order to realize highly reliable products or services, in general, it is an effective approach to prevent failures from occurring in use phase. In this study, we aim to support service failure analysis in order to minimize the occurrence of failures. This paper proposes a method for identifying the states of service failures. Specifically, we define service failure and propose a procedure to identify the states of service failures with models that are proposed in Service Engineering. The proposed method is verified through its application to a practical case.

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Wang, Yi, Rong Chen, and Ping Zhao. "The Determinants of Customer Satisfaction after Service Failure and Recovery." In 2007 International Conference on Service Systems and Service Management. IEEE, 2007. http://dx.doi.org/10.1109/icsssm.2007.4280121.

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Larsson, Lina. "Communication failure in home-help service." In CHI '01 extended abstracts. New York, New York, USA: ACM Press, 2001. http://dx.doi.org/10.1145/634067.634321.

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Larsson, Lina. "Communication failure in home-help service." In CHI '01 extended abstracts. New York, New York, USA: ACM Press, 2001. http://dx.doi.org/10.1145/634295.634321.

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Cordova, Carlos, Jhobany Tortolero-Rojo, Matthew Klein, and Tony Limon. "Return to Service Failure, Cooperative Troubleshooting." In 2019 72nd Conference for Protective Relay Engineers (CPRE). IEEE, 2019. http://dx.doi.org/10.1109/cpre.2019.8765873.

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Wiesmann, Matthias, Peter Urban, and Xavier Defago. "An SNMP based failure detection service." In 2006 25th IEEE Symposium on Reliable Distributed Systems (SRDS'06). IEEE, 2006. http://dx.doi.org/10.1109/srds.2006.9.

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Jin Yan, Ying Zhang, and Huizhen Pan. "Psychological contract breach and compensation of online customer service failure." In 2009 6th International Conference on Service Systems and Service Management. IEEE, 2009. http://dx.doi.org/10.1109/icsssm.2009.5174920.

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Tian, Chun hua, Jing Xiao, Jin Huang, and Felipe Albertao. "Pipe failure prediction." In 2011 IEEE International Conference on Service Operations and Logistics and Informatics (SOLI). IEEE, 2011. http://dx.doi.org/10.1109/soli.2011.5986540.

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Reports on the topic "Service failure"

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Saavedra, Lissette M., Antonio A. Morgan-Lopez, Anna C. Yaros, Alex Buben, and James V. Trudeau. Provider Resistance to Evidence-Based Practice in Schools: Why It Happens and How to Plan for It in Evaluations. RTI Press, May 2019. http://dx.doi.org/10.3768/rtipress.2019.rb.0020.1905.

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Evidence-based practice is often encouraged in most service delivery settings, yet a substantial body of research indicates that service providers often show resistance or limited adherence to such practices. Resistance to the uptake of evidence-based treatments and programs is well-documented in several fields, including nursing, dentistry, counseling, and other mental health services. This research brief discusses the reasons behind provider resistance, with a contextual focus on mental health service provision in school settings. Recommendations are to attend to resistance in the preplanning proposal stage, during early implementation training stages, and in cases in which insufficient adherence or low fidelity related to resistance leads to implementation failure. Directions for future research include not only attending to resistance but also moving toward client-centered approaches grounded in the evidence base.

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Rada, Gabriel. Does the use of mobile phone messaging reminders increase attendance at healthcare appointments? SUPPORT, 2016. http://dx.doi.org/10.30846/161113.

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Failure to attend healthcare appointments impacts on patient health and health system costs. Sending patients appointment reminders using mobile phone text messages (Short Message Service (SMS) and Multimedia Message Service (MMS)) could improve attendance compared to no reminders, or other types of reminders, such as postal or phone call reminders. The broad penetration of mobile phones in several low-income countries makes this intervention particularly promising.

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Regan, Jack, and Robin Zevotek. Study of the Fire Service Training Environment: Safety and Fidelity in Concrete Live Fire Training Buildings. UL Firefighter Safety Research Institute, July 2018. http://dx.doi.org/10.54206/102376/wxtw8877.

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The goal of fire service training is to prepare students for the conditions and challenges that they face on the fireground. Among the challenges that firefighters routinely face on the fireground are ventilation-controlled fires. The hazard of these fires has been highlighted by several line-of-duty deaths and injuries in which a failure to understand the fire dynamics produced by these fires has been a contributing factor. The synthetic fuels that commonly fill contemporary homes tend to result in ventilation-controlled conditions. While synthetic fuels are common on the residential fireground, the fuels that firefighters use for fire training are more often representative of natural, wood-based fuels. In order to better understand the fire dynamics of these training fires, a series of experiments was conducted in a concrete live fire training building in an effort to evaluate the fidelity and safety of two training fuels, pallets and OSB, and compare the fire dynamics created by these fuels to those created by a fuel load representative of a living room set with furniture items with a synthetic components. Additionally, the effects of the concrete live fire training building on the fire dynamics were examined. The two training fuel loads were composed of wooden pallets and straw, and pallets, straw, and oriented strand board (OSB). The results indicated that the high leakage area of the concrete live fire training building relative to the fuel load prevented the training fuel packages from becoming ventilation-controlled and prevented the furniture package from entering a state of oxygen-depleted decay. The furniture experiments progressed to flashover once ventilation was provided. Under the conditions tested, the wood based fuels, combined with the construction features of this concrete live fire training building, limited the ability to teach ventilation-controlled fire behavior and the associated firefighting techniques. Additionally, it was shown that the potential for thermal injury to firefighters participating in a training evolution existed well below thresholds where firefighter PPE would be damaged.

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Aiyar, Yamini, Vincy Davis, Gokulnath Govindan, and Taanya Kapoor. Rewriting the Grammar of the Education System: Delhi’s Education Reform (A Tale of Creative Resistance and Creative Disruption). Research on Improving Systems of Education (RISE), November 2021. http://dx.doi.org/10.35489/bsg-rise-misc_2021/01.

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The study was not designed to undertake an evaluation of the success or failure of reform. Nor was it specifically about the desirability or defects of the policy reform choices. It took these reform choices and the policy context as a given. It is important to note that the Delhi reforms had its share of criticisms (Kumar, 2016; Rampal, 2016). However, our goal was not to comment on whether these were the “right” reforms or have their appropriateness measured in terms of their technical capability. This study sought to understand the pathways through which policy formulations, designed and promoted by committed leaders (the sound and functional head of the flailing state), transmit their ideas and how these are understood, resisted, and adopted on the ground. In essence, this is a study that sought to illuminate the multifaceted challenges of introducing change and transition in low-capacity settings. Its focus was on documenting the process of implementing reforms and the dynamics of resistance, distortion, and acceptance of reform efforts on the ground. The provocative claim that this report makes is that the success and failure, and eventual institutionalisation, of reforms depend fundamentally on how the frontline of the system understands, interprets, and adapts to reform efforts. This, we shall argue, holds the key to upending the status quo of “pilot” burial grounds that characterise many education reform efforts in India. Reforms are never implemented in a vacuum. They inevitably intersect with the belief systems, cultures, values, and norms that shape the education ecosystem. The dynamics of this interaction, the frictions it creates, and reformers’ ability to negotiate these frictions are what ultimately shape outcomes. In the ultimate analysis, we argue that reforming deeply entrenched education systems (and, more broadly, public service delivery systems) is not merely a matter of political will and technical solutions (although both are critical). It is about identifying the points of reform friction in the ecosystem and experimenting with different ways of negotiating these. The narrative presented here does not have any clear answers for what needs to be done right. Instead, it seeks to make visible the intricacies and potential levers of change that tend to be ignored in the rush to “evaluate” reforms and declare success and failure. Moving beyond success to understand the dynamics of change and resistance is the primary contribution of this study.

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Madrzykowski, aniel, Craig Weinschenk, and Joseph Willi. Exposing Fire Service Hose in a Flashover Chamber. UL's Fire Safety Research Institute, April 2018. http://dx.doi.org/10.54206/102376/tkog7594.

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At the request of the Fire Department City of New York (FDNY), UL’s Fire Safety Research Institute (FSRI) instrumented and documented a series of 12 thermal exposure hose experiments that were conducted in the burn compartment of an FDNY flashover simulator. The main objective of the experiments was to observe the performance of fire hoses exposed to the heat flux from flaming hot gas layer conditions above the hose. FDNY collected a variety of hose types that represented a cross section of commercially available materials and construction methods. The thermal exposures generated in the burn compartment were measured. The fire experiments were stopped once the hose being examined began to lose water through the wall of the hose. All of the hoses lost water through their wall, although the size of the holes and the amount of water leakage varied. While the burn compartment provided a “fire room environment” and different types of hose failures were demonstrated, the thermal exposure within the compartment was not demonstrated to be repeatable. Therefore it is not possible to develop a comparable rank or rating of the fire resistance of these hoses from this series of experiments.

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Idris, Iffat. Documentation of Survivors of Gender-based Violence (GBV). Institute of Development Studies (IDS), July 2021. http://dx.doi.org/10.19088/k4d.2021.103.

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This review is largely based on grey literature, in particular policy documents and reports by international development organizations. While there was substantial literature on approaches and principles to GBV documentation, there was less on remote service delivery such as helplines – much of this only in the wake of the COVID-19 pandemic. In addition, very little was found on actual examples of GBV documentation in developing contexts. By definition, gender featured strongly in the available literature; the particular needs of persons with disabilities were also addressed in discussions of overall GBV responses, but far less in GBV documentation. GBV documentation refers to the recording of data on individual GBV incidents in order to provide/refer survivors with/to appropriate support, and the collection of data of GBV incidents for analysis and to improve GBV responses. The literature notes that there are significant risks associated with GBV documentation, in relation to data protection. Failure to ensure information security can expose survivors, in particular, to harm, e.g. reprisal attacks by perpetrators, stigma, and ostracism by their families/ communities. This means that GBV documentation must be carried out with great care. A number of principles should always be applied when documenting GBV cases in order to protect survivors and prevent potential negative effects: do no harm, survivor-centered approach, survivor autonomy, informed consent, non-discrimination, confidentiality, and data protection (information security).

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Brown, Yolanda, Twonia Goyer, and Maragaret Harvey. Heart Failure 30-Day Readmission Frequency, Rates, and HF Classification. University of Tennessee Health Science Center, December 2020. http://dx.doi.org/10.21007/con.dnp.2020.0002.

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30 Day Hospital Readmission Rates, Frequencies, and Heart Failure Classification for Patients with Heart Failure Background Congestive heart failure (CHF) is the leading cause of mortality, morbidity, and disability worldwide among patients. Both the incidence and the prevalence of heart failure are age dependent and are relatively common in individuals 40 years of age and older. CHF is one of the leading causes of inpatient hospitalization readmission in the United States, with readmission rates remaining above the 20% goal within 30 days. The Center for Medicare and Medicaid Services imposes a 3% reimbursement penalty for excessive readmissions including those who are readmitted within 30 days from prior hospitalization for heart failure. Hospitals risk losing millions of dollars due to poor performance. A reduction in CHF readmission rates not only improves healthcare system expenditures, but also patients’ mortality, morbidity, and quality of life. Purpose The purpose of this DNP project is to determine the 30-day hospital readmission rates, frequencies, and heart failure classification for patients with heart failure. Specific aims include comparing computed annual re-admission rates with national average, determine the number of multiple 30-day re-admissions, provide descriptive data for demographic variables, and correlate age and heart failure classification with the number of multiple re-admissions. Methods A retrospective chart review was used to collect hospital admission and study data. The setting occurred in an urban hospital in Memphis, TN. The study was reviewed by the UTHSC Internal Review Board and deemed exempt. The electronic medical records were queried from July 1, 2019 through December 31, 2019 for heart failure ICD-10 codes beginning with the prefix 150 and a report was generated. Data was cleaned such that each patient admitted had only one heart failure ICD-10 code. The total number of heart failure admissions was computed and compared to national average. Using age ranges 40-80, the number of patients re-admitted withing 30 days was computed and descriptive and inferential statistics were computed using Microsoft Excel and R. Results A total of 3524 patients were admitted for heart failure within the six-month time frame. Of those, 297 were re-admitted within 30 days for heart failure exacerbation (8.39%). An annual estimate was computed (16.86%), well below the national average (21%). Of those re-admitted within 30 days, 50 were re-admitted on multiple occasions sequentially, ranging from 2-8 re-admissions. The median age was 60 and 60% male. Due to the skewed distribution (most re-admitted twice), nonparametric statistics were used for correlation. While graphic display of charts suggested a trend for most multiple re-admissions due to diastolic dysfunction and least number due to systolic heart failure, there was no statistically significant correlation between age and number or multiple re-admissions (Spearman rank, p = 0.6208) or number of multiple re-admissions and heart failure classification (Kruskal Wallis, p =0.2553).

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Shah, Ayesha, Jan Olek, and Rebecca S. McDaniel. Real Life Experience with Major Pavement Types. Purdue University, 2022. http://dx.doi.org/10.5703/1288284317371.

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Pavement performance is a complex issue which depends on many contributing factors. Examining the performance of real-life pavements across the state determines what the actual service lives are for the pavements. For the purposes of this study, only selected LTPP projects were examined, along with a database containing all the historic repair projects completed in Indiana. Pertinent information present in the Indiana Historic Contracts Database was extracted concerning the types of pavement repair and treatments options commonly employed within the state, the time between repairs, etc. These data were used to determine descriptive statistical parameters and was summarized in graph form. Similarly, data about selected LTPP GPS and SPS sites were downloaded from the online website, LTPP InfoPave and a comparative study between companion sites was performed. These data included study site and pavement-related information, such as construction dates, pavement structure details, maintenance and repair history, and pavement distress surveys. These data were used to draw conclusions about the impact of treatment applications, climatic and geologic factors, traffic volume, and pavement structures on pavement performance. Gaps in knowledge about pavement failure modes, distress data, and effectiveness of treatment applications mentioned in the contracts database file hampered efforts to form a complete picture of the effectiveness of treatment options and their timely (or untimely) application. Similarly, details about pavement mixture design and differentiating factors between companion sites prevented researchers from narrowing down the causes leading to the observed pavement distress.

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Patrick, Rikki. A Diagnostic Analysis of Elementary Principals' Practices which Serve Youth At-Risk of School Failure. Portland State University Library, January 2000. http://dx.doi.org/10.15760/etd.1198.

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Slattery, Kevin T. Unsettled Aspects of the Digital Thread in Additive Manufacturing. SAE International, November 2021. http://dx.doi.org/10.4271/epr2021026.

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In the past years, additive manufacturing (AM), also known as “3D printing,” has transitioned from rapid prototyping to making parts with potentially long service lives. Now AM provides the ability to have an almost fully digital chain from part design through manufacture and service. Web searches will reveal many statements that AM can help an organization in its pursuit of a “digital thread.” Equally, it is often stated that a digital thread may bring great benefits in improving designs, processes, materials, operations, and the ability to predict failure in a way that maximizes safety and minimizes cost and downtime. Now that the capability is emerging, a whole series of new questions begin to surface as well: •• What data should be stored, how will it be stored, and how much space will it require? •• What is the cost-to-benefit ratio of having a digital thread? •• Who owns the data and who can access and analyze it? •• How long will the data be stored and who will store it? •• How will the data remain readable and usable over the lifetime of a product? •• How much manipulation of disparate data is necessary for analysis without losing information? •• How will the data be secured, and its provenance validated? •• How does an enterprise accomplish configuration management of, and linkages between, data that may be distributed across multiple organizations? •• How do we determine what is “authoritative” in such an environment? These, along with many other questions, mark the combination of AM with a digital thread as an unsettled issue. As the seventh title in a series of SAE EDGE™ Research Reports on AM, this report discusses what the interplay between AM and a digital thread in the mobility industry would look like. This outlook includes the potential benefits and costs, the hurdles that need to be overcome for the combination to be useful, and how an organization can answer these questions to scope and benefit from the combination. This report, like the others in the series, is directed at a product team that is implementing AM. Unlike most of the other reports, putting the infrastructure in place, addressing the issues, and taking full advantage of the benefits will often fall outside of the purview of the product team and at the higher organizational, customer, and industry levels.

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