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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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Schoefer, Klaus. "Customer evaluations of service failure and recovery encounters : the case of travel and tourism services." Thesis, University of Nottingham, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.251754.
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Losik, Len. "Using Generic Telemetry Prognostic Algorithms for Launch Vehicle and Spacecraft Independent Failure Analysis Service." International Foundation for Telemetering, 2009. http://hdl.handle.net/10150/606037.
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ITC/USA 2009 Conference Proceedings / The Forty-Fifth Annual International Telemetering Conference and Technical Exhibition / October 26-29, 2009 / Riviera Hotel & Convention Center, Las Vegas, NevadaCurrent equipment and vehicle failure analysis practices use diagnostic technology developed over the past 100 years of designing and manufacturing electrical and mechanical equipment to identify root cause of equipment failure requiring expertise with the equipment under analysis. If the equipment that failed had telemetry embedded, prognostic algorithms can be used to identify the deterministic behavior in completely normal appearing data from fully functional equipment used for identifying which equipment will fail within 1 year of use, can also identify when the presence of deterministic behavior was initiated for any equipment failure.
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Svensson, Tilda, and Gabrielle Wågström. "Interna service recovery strategier inom hotellbranschen." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-30164.
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Syfte: Syftet är att skapa förståelse för hur hotell arbetar med interna service recovery strategier, utifrån ett företagsperspektiv. Metod: Studien är genomförd enligt kvalitativ forskningsmetod där empiriskt material är insamlat via semistrukturerade intervjuer med hotellpersonal. De semistrukturerade intervjuerna spelades in, transkriberades och analyserades med hjälp av tematisk analys. Resultat & slutsats: Studiens resultat visar att hotell arbetar med flera interna service recovery strategier. En strategi är service recovery plan, vilket är en uttalad strategi för hur service failure kan hanteras. Planen kan vara nedskriven i form av ett dokument eller muntligt överenskommen. En annan strategi är att uppmuntra till klagomål, vilket hotell gör genom att fråga kunden frågor, via enkätundersökningar samt att kunden kan framföra klagomål på flera sätt. Att följa upp bakomliggande problem är en ytterligare strategi som görs via återkommande möten eller noteringar. En sista strategi är att hotell utbildar anställda, detta görs informellt via erfarenhet eller formellt via externa utbildningar. Examensarbetets bidrag: Det teoretiska bidraget är en ökad förståelse för hur hotell arbetar med intern service recovery. Det praktiska bidraget är att studiens resultat kan ses som ett ramverk och hjälpa hotell i arbetet med service recovery och den interna processen. Förslag till fortsatt forskning: Förslag till fortsatt forskning är att studera om det eventuellt finns andra interna strategier som denna studie kan ha missat. Fortsatt forskning kan även fokusera på en annan kontext, en annan bransch eller utifrån ett annat perspektiv. Ett ytterligare förslag till fortsatt forskning är att studera effekten av de interna strategierna.Aim: The aim is to create an understanding of how hotels work with internal service recovery strategies, from a business perspective. Method: The study was conducted with a qualitative research method in which empirical material was collected through semi-structured interviews with employees within the hotel industry. The semi-structured interviews were recorded, transcribed and then analyzed by using thematic analysis. Result & Conclusions: The result show that hotels work with several internal service recovery strategies. One strategy is to have a service recovery plan to ensure how service failure can be managed. The plan can be written in a document or verbally agreed. Another strategy is to encourage complaints, which hotels do by asking the customer questions, through surveys and also by making it easy for the customer to complain. Follow up underlying problems is another strategy, which is done through meetings or from notes. The final strategy is that hotels educate employees, either informally through experience or formally through external education. Contribution of the thesis: The theoretical contribution is an increased understanding of how hotels work with internal service recovery. The practical contribution is that the study results can be seen as a framework and help hotels in their work with internal service recovery. Suggestions for future research: Future research can further focus on studying internal strategies, which this study might have missed. Future research can also focus on internal strategies in another context such as another industry or from other perspectives. Another suggestion for future research is to study the effects of the internal service recovery strategies.
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Schöfer, Klaus [Verfasser]. "Customer Evaluations of Service Failure and Recovery Encounters / Klaus Schöfer." Hamburg : Diplom.de, 2003. http://d-nb.info/1117600645/34.
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Leow, S. C. "Airline service failure and recovery : a conceptual and empirical analysis." Thesis, University of Salford, 2015. http://usir.salford.ac.uk/36726/.
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One of the most problematic issues to face airlines in recent years has been service failure/breakdown. Consequently, the notion of effective recovery, in terms of retaining customer loyalty, has become increasingly important. The aim of this study is to examine incidents of airline service failure and identify optimal recovery strategies. The study evaluates the service failure and recovery strategies in full-service airlines and low-cost carriers, the comparative effectiveness of alternative recovery actions/strategies (e.g. apology, compensation, correction, explanation) and their impact on post-recovery satisfaction and loyalty for a range of failure types. It also examines the mediating effect of emotion and justice on post-recovery behaviour. A total of 387 useable questionnaires were obtained from three different sources: a street intercept survey in Manchester (n=50); an online survey at Salford University (n=52); a Marketest panel survey (n=285). A number of important findings have been obtained from the hypothesis tests. Firstly, the severity of service failure and failure criticality were found to have a significant impact on customer satisfaction, negative word-of-mouth communication (WOM) and customer loyalty. Secondly, the results revealed the following five service recovery actions are particularly effective for airline service recovery: acceptance of responsibility of service failure; correction; compensation; apology and follow-up in writing. Thirdly, the results show that three recovery actions (e.g. compensation; acceptance of responsibility and correction) have a significant impact on customer post-recovery satisfaction when severity is high (>4). The implications of these results are that operations manager and staff can use these five recovery actions to deal with service failure (e.g. acceptance of responsibility of service failure; correction; compensation; apology and follow-up in writing). Frontline staff needs to be aware of customer emotions during service failure incident and good service recovery can therefore avoid negative customer emotion.
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Lawlor, Mary Ann C. "Predictors of Health Service Use in Persons with Heart Failure." Case Western Reserve University School of Graduate Studies / OhioLINK, 2021. http://rave.ohiolink.edu/etdc/view?acc_num=case1619702345236178.
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Chen, Shao-Chun, and 陳少鈞. "A Study of Service Failure, Service Recovery, Perceived Justice and Failure Severity─ High Speed Rail Service." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/57273216590073729077.
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碩士國立中興大學
高階經理人碩士在職專班
96
The Taiwan High Speed Rail was opened for revenue at 7:00 am, 5th January, 2007. There was only one rail association for operation in long-distance rail transportation market before the high speed rail revenue. Now, the high speed rail transportation has been opened for revenue and as one of long-distance rail transportation tool. It means that a new rail authority/competitor is appeared in rail transpiration service. However, the passenger – being served by the rail authority, whether is truly experienced with the service promotion in rail operation service, that is worthily for rail authorities to further deliberation. According to the studies of service industry in the past, most of these studies were generally focused on the general service i.e. hotel service, restaurant service. There was rarely to deliberate in the filed of the public transportation service with the public benefits and rights involved. For example, the Tapei METRO system was partly closed for three months due to the serious typhoon – Nali Typhoon in 2001. And, there were totally 68 trains delayed in the moon holiday due to the Taiwan Rail Association (TRA) signaling system problem in 2005, which the case was totally lost more than NT$ 10 million including ticket returned and compensate to the passengers. It was the most critical lost for the Taiwan Rail Association (TRA). However, the passengers were already used to the train delayed or train missed for the TRA system, therefore, the passengers were refused to take the TRA system which was also shown in the result of the passenger numbers. Regarding the service failure for rail transportation, the rail authorities should provide the appropriate service recovery measures in order to retrieve the possible lost of the passengers. However, with referring to the service failure cases in rail transportation, most of the service recovery measures were “ticket returned” or “refunded”, therefore, it was neglected to recover the psychological influence of the passengers and rather to adopt the follow-up recovery measures to retrieve the other lost of the passenger. The service failure occurred was due to the service encounter. Once the customer’s requirements were not achieved, the process of service encounter without concern or the core service provided was far low the customer’s expectation, the service failure was occurred. Therefore, the more serious of service failure and more lost of the passenger, so it was a major factor for the customer changing the service provider. The service recovery measure is required to provide for facing the service failure or service error in each company. If the adopted recovery measures were immobilized or ineffective, the customer and company profit could be lost. Therefore, the adopted service recovery measure for recovering the service failure was to resolve the service failure problem and learned from the failure, not just responded to the customer accordingly. Regarding the assessment of service recovery measure, relevant studies indicated the customer would assess the proportion of the lost and retrieve through the perceived justice theory, and compare the similar pervious experience for judging the justice. This study will be deeply investigated in the three components: Service Failure, Service Recovery and Perceived Justice, besides one additional interference variance – the serious of service failure will be also considered for considering the impact of the service recovery. At the last part of the study, the passenger trip intended will be also considered for observing the differences between the three components and interference variance. With the result of the study, it is expected to provide the appropriate suggestion for high speed rail service.
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Chen-Yu, Dr Lin, and 林貞瑜. "The Effect of Product Knowledge on Service Failure Type and Service Failure Recovery." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/91749579781943016294.
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碩士國立澎湖科技大學
服務業經營管理研究所
97
Abstract When products or services fail, it is important for the organization to provide customer service to rectify the problem. The consumer’s opinion is affected by his or her experiences with the product or service. Since the company’s response to product or service failure is one of the most important factors, it makes this topic a worthwhile study. In the past, the research of service failure and recovery which discussed more than in types of service failures to satisfaction with service recovery on the views, and less joined the possible influence to proceed the research. Therefore, this study except that discuss types of service failures to satisfaction with service recovery on the views, a person on satisfaction with service recovery on the views to be fair or not which it’s different from person to person. This research used the difference from person to person " product knowledge "to understand the impact of factors on the recovery satisfaction. This study selects situation experiment for product type (type of service products and entity products), customer product of knowledge of high and low and two kinds of type of service failure (the types of result failure and procedure failure ) to design four experiments. occurrence of result failure and procedures failure to fair recovery of result, and the four experiment are types of entity products for the occurrence of result failure to fair recovery of result . The results confirm that in different types of products and failure all indicate that the customer have highly product of knowledge for service recovery easier to satisfy and accept than customer have lowly product of knowledge for service recovery. Therefore, this research suggests enterprise should set up customer relation products and knowledge of service, and that will be smoothly and easily in the service failure of processing to gain customer’s pardon and satisfaction. Keywords: service failure, service recovery, product knowledge, customer satisfaction
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Pan, Su-Ching, and 潘素靜. "Service Failure and Service Recovery in Customer Service Center." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/28607277465648262314.
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碩士大葉大學
管理學院碩士在職專班
98
The service call center has been highly valued in recent years; however, the service quality has been called into question. Therefore, this study aims to investigate and find out the reasons for service failures of the service call center and different types of service recovery by using SSIT (Subjective Sequential Incidents Technique). Sixteen cases about service failures are collected. The subjects are undergraduate students, graduate students, and in-service graduate students in Chang-Hua area. After the analysis of the cases, the following anger points are found regarding meeting customers, requirements, refunding or the exchange of commodities, and billing arguments: continual service failures, repeated checks on personal data, troubles caused by service failures, irresponsibility, refusal to meet customers’ requirements, incomplete records, secret administration, threatening, and the identification of service persons requested. The types of service recovery include oral apology, admitting the mistakes and seeking for help, explaining the reasons for service failures, informing customers of the exchange of commodities, customer appeasement, and mending failures. In order to enhance the quality of the customer service call center, it is strongly advised that the service call center should avoid repeated service failures and try to provide satisfactory recovery measures that customers can identify with.
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Liu, Shu-Yin, and 劉淑吟. "The Key Mediator between Service Failure and Customer Complaint Behavior - Tolerance for Service Failure." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/99092554492434714075.
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Cheng, Shao-Cheng, and 鄭紹成. "Service Failure, Service Recovery and Customer Respond in Service industry." Thesis, 1997. http://ndltd.ncl.edu.tw/handle/92372228512882135112.
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博士文化大學
國際企業管理研究所
85
Although the issues of service failure, service recovery and customer respond had been discussed by researchers, the moderating effect of service recoveryon customer respond remain unclearly. Therefore the problem of this study is intending to find out customer respond to service failure regarding to its service recovery. 803 copies of CIT questionnaire survey was taken as the empirical data and the findings are as follows:56.4% of these people think that it is good to receive service recovery. However, 43.6% of them thinks that it is bad. Such result shows that it still can not satisfy customer even if service recovery has been taken. Customer gives highest evaluation when service recovery comes free charge. On the contrast, the lowest evaluation comes to no service recovery. Apart from oral apology, additional physical things surely enhance service evaluation. The influence of service recovery on purchase intention is positive. Different service recovery satisfaction degree shows different purchase intention. The higher the satisfaction degree,the more positive the purchase intention. The moderating effect of service recovery on customer complain behavior(CCB) is also positive. The customer whodid not receive service recovery, their CCB will be private complain(47.39%) and voice complain(36.97%). The percentage has significant changing.Goodwin & Ross proposes that interaction fairness causes different customer response. The research based on this concept. From the reasoning process, it can also imply interaction fairness to the influence of service recovery on CCB. That is a serendipity of this study.
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Chun-Yi, Yu, and 余俊儀. "Service Failure and Service Gap in the Restaurant Industry." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/05803941729361865841.
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碩士大葉大學
人力資源暨公共關係學系
99
The purpose of this study is to investigate the expectation gap of the conceptual model of service quality (PZB). The participants in this study were from restaurants’ industry. Through the cognitive perspectives of interviewing the service providers and the analyzing the negative consuming experiences of customers, this study is with the “Subjective Sequential Incidents Technique” (SSIT) method to find out the difference between recognition from customers and service providers about the service failures, and present categories and definitions of four recognition gaps. With the second type of the recognition gaps, it was divided into eight forms. Taking advantage of them, this study analyzed and generalized for redeeming the inexperienced part of customers in the past on the conceptual model of service quality (PZB).
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Yu, Ya-Ping, and 游雅萍. "Service Failure and Service Recovery in Apparel Retailing:Dramaturgical Analysis." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/96511512431246032527.
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碩士大葉大學
人力資源暨公共關係學系
95
Service failure and service recovery are important issues for researcher. Based on customer experience management, the study is devoted to the possibility of extending the traditional research of service failure. Besides, SSIT method will be introduced by this research and we will discuss the possible way of the SSIT method for some other research. To improve the Critical Incident Technique, the work utilizes Subjective Sequential Incidents Technique to the discussion of service failure. Accordingly, the traditional CIT in the compressed operation mode of complicated information can be replaced by the detailed conceptualization of customer emotion experience. The study establishes the subjective service deliver blueprint in apparel retailing research using SSIT, which is an extension path form of negative motion with particular industry consumer. Such a form in the dress retail includes ten stages remarkable. Moreover, the work presents a concept framework with seven kinds of classification, such as comprise cause affairs, recessive, the appropriate response, dramaturgy, recovery, link, and admonish. Finally, we compare Bitner’s categorization of service failure. We find some types of service failure cannot be found in Bitner’s categories.
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Wei, Kai-Hong, and 魏開弘. "Doctor-Patient Communication and Service Failure in Outpatient Service." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/13619961470079841709.
Full textAbstract:
碩士大葉大學
人力資源暨公共關係學系
98
In the absence of medical services in and not subsided, but has not been a high priority, after the service failure remedy referred to is more rare. But since the health insurance system after the implementation of the ecology of medical services has a huge change, a large number of medical institutions have mushroomed in the establishment, and therefore Binghuan medical treatment were significantly lower barriers, and further form the medical industry competition intense. In this research, we using the SSIT method, try to find out the patient or family members closer to the real idea of the doctor-patient relationship and medical industry out of service failures. In this study, the subjective perception by patients or their families out of the seven plots in the analysis and the five major errors in out-patient services in the error types, and discussed the characteristics of which more detail, and finally to provide managerial implications for practitioners reference use.
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Lin, Yu-Huei, and 林玉惠. "Risks Assessment on Bancassurance Service Failure." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/02234681214710878746.
Full textAbstract:
碩士銘傳大學
風險管理與保險學系碩士班
99
The development of bancassurance in Taiwan has been initiated since the year of 2000. Under the trend of financial reform and liberalization, bancassurance business has caught much attention and become one of the most important sale channels to insurance industry. The service failure risk in the major service flow of bancassurance business is studied with the implementation of Analytic Hierarchical Process (AHP). The study depicts the front-to-back service blueprint of bancassurance business and examines the key point of failure by identifying and analyzing hazard factors. Three dimensions are summarized preliminarily in this study including banking service, insurance service, and bancassurance service with 26 projects determined. Also, interview bancassurance managers to identify those service flow factors that are relatively important in influencing service quality. In this study, a service blueprint and an analytic hierarchical process are implemented to identify the key point of failure in the service of bancassurance business. In this study, the service failure risk assessment of bancassurance is derived with the implementation of Analytic Hierarchical Process (AHP) as follows: 1. According to the questionnaires of survey collected from the AHP experts, bank service is most critical in preventing service failure of bancassurance. 2. Bancassurance business decision-makers should pay attention to the front-end service of banks and insurance companies with comprehensive front-end service strategies formed for reducing bancassurance-related services failure. 3. The absolutely severe risk factor resulting bancassurance business service failure is "Bank staff attitude," the very severe risk factor is "Bank staff expertise," and severe risk factors are "Bank image," "Insurance claim process," and "insurance company''s corporate image." Therefore, service failure of bancassurance can be minimized, service quality can be upgraded, and sales turnover can be improved by considering the factors referred to above for bancassurance business decision-making.
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王睿怡. "The Relationships among Service Failure Attribution Failure Satisfaction and Overall Satisfaction." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/52390868069761757904.
Full textAbstract:
碩士國立彰化師範大學
企業管理學系
102
Abstract Recently, service recovery has become a more important research topic due to the inten-sively increasing need of services in all businesses. Because of the intangibility, inseparability, variability, and perishability in services, service failure (which may cause customers’ negative impression) is an unavoidable challenge. Therefore, there exists an urgent need for developing the methodology of service recovery for enterprises. In this study, the relationship between the Relationship Quality and the attribution of service failures was first analyzed. Then, the relationships between the attribution of service failures, the overall service satisfaction, and the service recovery satisfaction were explored. At the end, how the overall service satisfaction and the service recovery satisfaction affect customers’ post-purchase intention was further discussed. We concluded that to enhance the Relationship Quality between enterprises and their customers is crucial to overall customer satisfaction. In order to enhance that, the enterprises should provide good communication platforms for their customers. In addition, to establish effective principles and measures of service recovery is necessary. When the service failures occur, the efficient recovery measures could minimize the enterprises’ loss.
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ZHANG, HUI-CHI, and 張惠琪. "The Effects of Service Failure and Service Recovery of Shopee." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/w5nju9.
Full textAbstract:
碩士南華大學
文化創意事業管理學系
106
Along with the development of the Internet, consumers' shopping behavior has changed. We can enjoy the convenience of consumption through the Internet .At the current time. Provide the cash and delivery services of online shopping. According to literature review and case. Different types of errors were analyzed through questionnaires and data collection. Explore the effects of service failure and service recovery of Shopping. The experimental results show that the frequency of consumer use is not necessarily. Constantly choose 7-11 supermarket to pick up. But, the most common is that logistics is not delivered within the promised time. When in the context of negligence, whether it is boys or girls, the recovery of services is not significantly different. However, you can find that this type of remedy cannot eliminate consumer dissatisfaction. Research results of this study are beneficial for operators of Shopping in understanding the types of failures as well as how consumers view the seriousness of failures after they occur.
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Chuang, Kai-Jou, and 莊凱柔. "The Relationships between Service Failure, Service Recovery and Customers’ Satisfaction Related Factors on Swimming Pool-A Case Study of Equipment Service Failure." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/ds4vv2.
Full textAbstract:
碩士國立新竹教育大學
體育學系碩士班
99
The purpose of this study was to investigate the relationships between service failure, service recovery and customers’ satisfaction related factors on swimming pool, and took equipment service failure as an example. The research way of this study was scenario experiment, and designed 2x3 factors into six types of scenario experiment. The subjects were the students and office workers who have been to swimming pool, collected 270 questionnaires, and there were totally 245 questionnaires went through analyze. The data were analyzed by descriptive statistics; manipulate control, one-way ANOVA, and two-way ANOVA. The results of this study showed service failure magnitude and service recovery were not significant differences; service failure magnitude in recovery respect, satisfaction, and repurchase intention were not significant differences; however, recommendation of others was significant differences; service recovery in recovery respect, satisfaction, repurchase intention, and recommendation of others were significant differences. The findings of this study were service failure magnitude and service recovery were not effect recovery respect, satisfaction, repurchase intention, and recommendation of others; service failure magnitude did not effect recovery respect, satisfaction, repurchase intention; therefore, it effected recommendation of others; service recovery in recovery respect, satisfaction, repurchase intention, and recommendation of others are significant. Also, apology and one free-ticket and apology and two free-ticket are significant difference than apology in recovery respect, satisfaction, repurchase intention, and recommendation of others. It showed swimming pool should use appropriate service recovery after encountering service failure in order to suit customers’ recovery respect, satisfaction, repurchase intention and the willingness of recommendation of others.
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Shi, Bor-Jiun, and 施柏均. "A Study of Service Failure, Service Recovery, Customer Satisfaction and Purchase Intention in Mobile Phone Services." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/91551832747591700560.
Full textAbstract:
碩士國立臺北科技大學
商業自動化與管理研究所
88
ABSTRACT It is important to retain customer satisfaction in mobile phone services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies can’t avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for companies. The study is intended for finding out customers’ response to service failure and service recovery. It has three aims : 1. To probe into critical service failure events. 2. To probe into critical service recovery events. 3. To examine the relationships among service failure, service recovery, customer satisfaction, trust, commitment and purchase intentions. The study has two stages: The first one is to probe into service failure and service recovery by using CIT in mobile phone services. The research categorizes 229 critical service failure incidents into 3 main groups and 9 items and 189 critical service recovery incidents into 5 main groups. The second one is to use factor analysis and path analysis to examine the relationships among service failure, service recovery, customer satisfaction, trust, commitment and purchase intentions. The results are as follows : 1. Service failure will cause negative influence on purchase intentions, but companies can reduce the effect by service recovery. 2. The failure of core service and service policy will not have significant correlation on customer complaint and all satisfaction. 3. Trust will not influence on purchase intentions, but commitment has positive influence.
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Chiu, Chia-Hui, and 邱嘉慧. "Investigate the Impact of Social Bonds on Service Failure and Service Recovery in the Intimate Services." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/26076695818418221252.
Full textAbstract:
碩士國立高雄第一科技大學
行銷與流通管理研究所
102
In recent years, with the fast development of service industry, service businesses have to pay more attention to customer’s mind and on factors that may lead to its competitive advantage . This study aimed to investigate whether relationships serve to buffer or magnify the negative impact of service failures in intimate service that is high labor intensity and high customer interaction/customization. A total of 447 respondents with critical service failure and recovery experiences of intimate service were asked to participate in the study. An integrative research framework is developed in this study to examine the relationship among social bonds, tolerance for service failure , perceived fairness, satisfaction with recovery and repurchase intention. Structural Equation Modeling ( SEM ) was applied to test the research hypotheses.The major findings of this study are as follows: (1)Social bonds has a positive impact for tolerance for service failure and perceived fairness, but not for satisfaction with recovery. (2)Tolerance for service failure and perceived fairness has a positive impact for satisfaction with recovery. (3) Perceived fairness and satisfaction with recovery has a positive impact for repurchase intention. (4))Tolerance for service failure and perceived fairness partially mediated the relationship between social bonds and satisfaction with recovery. (5)Satisfaction with recovery partially mediated the relationship between perceived fairness and repurchase intention.
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Huang, Jonq-i., and 黃仲伊. "THE STUDY OF SERVICE FAILURE, SERVICE RECOVERY, CUSTOMER SATISFACTION AND PURCHASE INTENTION IN THE BROADCAST SERVICES." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/96524095498962840994.
Full textAbstract:
碩士南華大學
企業管理系管理科學碩博士班
96
In Taiwan''s modern consumer market, any large or medium-size business will take great care over the quality, marketing and packaging of their product in order to obtain the best possible returns. In recent years, all large and medium-size businesses are also putting more effort into customer care strategies and emphasizing customer satisfaction. In view of this universal modern phenomenon, this study investigates issues related to errors in customer service, taking as its example the broadband internet business. It investigates in detail the points of difference in each kind of customer service error and asks if it is necessary to use different strategies of redress to restore customer satisfaction and make customers willing to buy again. The results of this study showed: that for different types of customer service errors, customers prefer different strategies of redress; and among customer service faults, faults of core policy and faults in customer service personnel systems have a marked effect on the substantive redress achieved by the rectification strategy. In addition, in studying the relation between strategies of redress and customer satisfaction, this study establishes that the psychological redress and the substantive redress in the rectification strategy have a marked effect on overall customer satisfaction. Also, in studying the relation between overall customer satisfaction and the customer''s willingness to buy again, the study found that overall customer satisfaction has a marked effect on the customer''s willingness to buy again. Of special interest is the analysis of variations in demographic statistics, as the variations produced by sex, age and customer complaints in different types of customer service problems all have certain tendencies as regards strategies of redress, overall customer satisfaction and the customer’s willingness to buy again, but do not however show substantial difference.
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Ya-Hsin, Wang, and 王雅欣. "Service Failure and Service Recovery in Hairdressing Service: Employee Center and Consumer Center." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/90225181304691163580.
Full textAbstract:
碩士大葉大學
人力資源暨公共關係學系
97
The purpose of the study is to explore the interactive situations and problems in the course of “service failure” and “service recovery” in hairdressing service industry from the subjective viewpoints of customers. As such, this research adopts the Subjec-tive Sequential Incidents Technique (SSIT) and disassembles the interactions between customers and hairdressing employees into various links of incidents. It then analyzes the remembrance of customers and their subjective opinions, in order to understand the relationship between them. In the result, the subjective service footprints of hairdressing service industry are divided into six service levels and eleven delivery processes. The result of the research not only provides reference resources for managers in designing educational training and service footprints but also contributes on the strategy manage-ment research with respect to “service failure” and “service recovery”, which ultimately develops service delivery footprints of “customer experience management” in essence.
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Tsai, Yi Ru, and 蔡臆如. "An Investigation on Service Blueprint, Service Failure and Service Recovery - The Restaurant Cases." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/03848293595752380455.
Full textAbstract:
碩士銘傳大學
管理科學研究所碩士在職專班
91
ABSTRACT The aims of this paper are two. The first purpose is to investigate the service delivery process on the service blueprint, service gap, and service failure. The second purpose is to investigate the relationship among service failure, service recovery, and repurchase intention of customers. We conduct a three restaurants cases study in Taiwan, based on the personal interviewing method. We find that visible line and customer interaction line are two places where service failure often occurs. Amongst, service gap two and service gap five are also the two types of service gap, which the service failures are often produced. Finally, an appropriate service recovery treatment promises to be successful strategy in order to promote the customer’s repurchase intention. Keywords：Service blueprint,Service gap,Service failure,Service recovery,Repurchase intention.
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Ricardo, Ricky, and 劉文進. "Does Service Innovation Failure Affect Brand Evaluation? The Roles of Brand Equity, Attribution, Failure Severity and Service Recovery." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/64005536172061778188.
Full textAbstract:
碩士元智大學
國際企業學系
97
This study intends to examine the effect of different brand equity service innovation failure on post failure brand evaluation, and the degree to which these effects are moderated by locus of attribution, stability of attribution, failure severity, and service recovery. Our research is divided into three different studies. Study one is a two-factor between-subjects designs: 2 (Brand equity: High and Low) × 2 (Locus of attribution: Internal and External). Study two is a three-factor between subjects design: 2 (Brand equity: High and Low) × 2 (Stability of attribution: Stable and unstable) × 2 (Service recovery: High and Low). Study two is a three-factor between subjects design: 2 (Brand equity: High and Low) × 2 (Stability of attribution: Stable and unstable) × 2 (Service recovery: High and Low). This study has the following conclusion: (1) Compare to low equity brand, high equity brand has a higher post failure brand evaluation when the service innovation failure occurs. (2) High equity brand has a lower post failure brand evaluation when the failure is caused by internal factor. (3) High equity brand has a lower post failure brand evaluation when the failure performs to be stable. (4) Low recovery condition leads to lower evaluation toward high equity brand when the failure occurs. (5) Consumer will have a higher post failure brand evaluation toward high equity brand except in the stable failure with low recovery condition. (6) High equity brand has a lower post failure brand evaluation when the failure is in severe condition. (7) Consumer will have a lower post failure brand evaluation toward high equity brand except in the mild failure with high recovery condition.
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Yu-Sheng, Wang, and 王淯生. "Service Failure and Service Recovery in Hairdressing Service： Approach of the Subjective Service Delivery Blueprint." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/79371934968737149508.
Full textAbstract:
碩士大葉大學
人力資源暨公共關係學系
98
This study is to explore the salon services of Service Failure and remedies, through the existing literature to construct a subjective service delivery hair industry blueprint. Subjective sequence of events and Technology Act (subjective sequential incidents technique, SSIT) is mainly the customer's subjective thoughts and memory analysis. The order of events by the subjective Technology Act (subjective sequential incidents technique, SSIT), to contact from the customer service process in the "gas point" for analysis to determine their problems and to produce the various factors related. This study mainly through the customer's subjective experience, and customer experience management point of view, the service failures of hairdressing and service recovery, in order to construct issued by the managerial implications of the concept of service deliv-ery blueprint salon owners.
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Hsieh, Hsiu-Ching, and 謝秀青. "Hotel industry case study of service failure." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/91259303262464525945.
Full textAbstract:
碩士國立雲林科技大學
企業管理系碩士班
101
This purpose of this study is to propose a constructive suggestion on enhancing both service quality and customer satisfaction to avoid and prevent service failure might take place. By adopting the case study method， the object of this study is the customer of one Taiwanese Chains Boutique Hotel. Based on investigating consumers’ perception and analyzing virtual customers’ complaint， we， therefore， induced the causes of customers’ complaint occurrence. The result showed that 1.the customer satisfaction depends on different location and different hotel attendant under the same service; 2.the varied failure recovery behaviors will influence the customer satisfaction under different kind of service failure; 3.and the personnel of service and failure recovery appears to influence the customer satisfaction under three distinct types of service failure.
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Hong, Jia-Mei, and 洪佳玫. "Service Failure and Service Recovery in Restaurant:Manager Center and Consumer Center." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/58182526350394588860.
Full textAbstract:
碩士大葉大學
人力資源暨公共關係學系碩士在職專班
97
In order to avoid the disappearance of CIT, this research is from manager and consumer's experience view, probe into the service failure content of the restaurant. Study with the quality, after collecting angry story materials and 5 managers' Focus materials of 20 managers, 20 consumers, use ' the incident technology of subjective order ' (Subjective Sequential Incidents Technique, SSIT) The method is researched and analysed. After its purpose wants by exhaustive ' deal in generality ' customer's mood experience method, carry on administrator view compared with consumer's view, come, replace traditional CIT that kind complicated operation mode of message. This research builds and constructs the restaurant' the subjective service of manager and consumer sends the blueprint ' by SSIT method. Discover the manager, in the story of the service failure that is described, it is apt to adopt the characteristic of CIT ' picks the key ', belong to the question of serving the fault the single factor, and then explain and remedy to the fault. Find from consumers' experience, it is all by a main incident to serve faults, accompany by several react improper and angry a bit reconnoitering or subsidizing angry to make up bunch tabulate mould group a bit secretly. The service failure concept obtained among them, ' the effect of ring of light ' (halo effects) exists With the ' dominoes effect ' (domino effect) ,Can also extend the frame information of the gap theory of the service, the persons who offer relevant family property use education and training.
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Lo, Huang-lung, and 駱黃龍. "Investigating Service Failure and Recovery for a Car Care Service Company." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/w89phz.
Full textAbstract:
碩士大同大學
資訊經營學系(所)
103
This thesis research is to investigate the service failure and recovery about customer service staff in the car service factory. When customer service staff promised the customers the time to pick up the car, but customers found out that they still need to wait even they arrive there on time. It is obviously a mistake and the first place need to be self-examination. Then, how to deal with the customers who are willing to wait? To the customers who are not willing to wait, what can the customer service staff do for them? Is there any SOP related to this situation in company? Is it the conflict between the process and staff, the staff and customers, or the process and customers? The purpose of this thesis uses the relationship between service quality, service failure and service recovery to discuss the service failure and service recovery of customer service staff in today’s customer service factory. This thesis uses Comparative Legal with X Motor Company’s Service Factory as the research subject, uses three aspects to find out nine tense relationships between process, customers and customer service staffs and compared with X Motor Company’s Service Factory. The results showed that the final course in the hope of promoting the company to emphasis on the strategies of service recovery, however, the service recovery is based on the service strategy. The company is the traditional supply-driven orientation or in the demand of customer need orientation? Is there any service-dominant logic?
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Huang, Yu-Shan, and 黃于珊. "A Study on the Factors Affecting Service Recovery After Service Failure." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/14317868218316657954.
Full textAbstract:
碩士世新大學
資訊管理學研究所(含碩專班)
99
Technology flies, internet nowadays become the most important method to transmit information. People share opinions to friends and relatives on internet, sometimes even report to media to catch people’s eyes. As the result, business environment is no longer as simple as before. Besides to compete selling strategies with competitors or to enhance channel marketing promotions, the enterprise should also be aware of “public opinion”. By providing better after-sales service can consolidate business reputation and prevent sensationalization topic. Service quality evaluation should base on customer experience. According to Parasuraman, Zeithaml and Berry（1985）“A Conceptual Model of Service Quality and Its Implications for Future Research”, if gaps are found between customer and the enterprise, it will cause unsatisfied service quality. In order to improve service level, questionnaire was designed focus on the perceived justice base on existing service failure case. This thesis shows that the enterprise should look into service failure and provide recovery plans since a lot of studies indicate a good service recovery can double the satisfaction.
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Ruo-Nan, Li, and 李若男. "Service Failure and Service Recovery in Telecommunication Retailing: Perceived Control Analysis." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/24599498228638628238.
Full textAbstract:
碩士大葉大學
人力資源暨公共關係學系
95
Although customer service center ubiquity, there are no studies panorama the determinants of caller satisfaction in the telecommunication. The research study uses service failure reason from perceived control. The research use Subjective Sequential Incidents Technique to analysis customer complain experience and establish subjective service deliver blueprint in customer service center.
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Tseng, Yu-Hsun, and 曾鈺珣. "The Study of Service Recovery Effects under Different Service Failure Situation." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/22353223006538442041.
Full textAbstract:
碩士東海大學
企業管理學系碩士班
100
This paper explores under different service failures situations, whether customer expectations corresponds with services recovery or not, and the service recovery have an impact on customer satisfaction and customer loyalty. Service failure means that the companies provided the services couldn’t reach customers' requirements, or the services below customer expectations. Service recovery is means when companies provide products or services couldn’t reach the standard of customer expectations and let the customers feel dissatisfaction, the company will take recovery measures to compensate for their dissatisfaction. Through the experimental method of investigation, Tunghai University’s students were surveyed and it collected 878 effective samples. Furthermore, the samples were analyzed by using one-way ANOVA and two-way ANOVA to test the hypothesis. The finding are as followimg: 1. When the customer suffered a service failure, service recovery have a positive impact for post-recovery satisfaction. 2. The study of service recovery effects under different service failure situation, the psychological is indispensable. 3. The customer satisfaction is higher and the customer loyalty will be higher.
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Lun, Jiang Li, and 蔣禮倫. "Service Failure and Service Recovery in Hairdressing Service-Orientation with the Customer Experience Management." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/51423928998557887460.
Full textAbstract:
碩士大葉大學
人力資源暨公共關係學系碩士在職專班
96
Rcently，hairdressing service has been the most popular industry because of better customer experience，3C communication technology and fashion approach . All of them care about brand images and service quality to reduce the service failure to provide the best service quality and relationship between service pro-vider and customer whatever small hairdressing studio or chain system. Customer experience，interaction processes and development of service process are the three elements in researching service failure. “ SSIT ” (Subjective Sequential Incidents Technique, Chin-Hsu Chang and Pao-Chin Chu, 2006) is implicated in paper to explore the key point of customer’s angry emotion and the type of service failures .We hope to develop a better hairdressing service recovery and subjective service delivery blueprint on cus-tomer experience management
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Wu, Chia-Chieh, and 吳家傑. "The Study of Service Failure Severity, Service Recovery Expectation and Customer Trust." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/16475836212335489569.
Full textAbstract:
碩士中國文化大學
國際企業管理研究所
91
Because service failure can’t be avoided in the process of service transmission, customers aren’t satisfied seriously if the service providers don’t take service recovery appropriately. However, it has received little attention in the affecting of service failure to customer trust. So this will research it. This research uses experiment framework with totally 9 groups to investigate two different kinds of industries, including travel agency and the wholesaler, against three different degrees of service failures and recoveries. In summary, the results show that service failure severity is positively related to recovery expectations. In turn, service failure severity and recovery expectations have significant impact on customer trust. The different degrees of service recoveries have moderating impact between recovery expectations and postrecovery satisfaction to travel agents, but they haven’t to the wholesaler. It is suggested that the service providers should take different service recoveries according to service failure severities on business in order to highlight customer trust.
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Ji-HorngLiaw and 廖基宏. "The Effects of Tangible Service Recovery to Service Failure on Agent Satisfaction." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/23874687035834332777.
Full textAbstract:
碩士國立成功大學
高階管理碩士在職專班
98
This study, focus on the agent, explores how the suppliers and agents face service failure in the Telecom market. And, we also explore the relationship between agents’ tangible service recovery to service failure and suppliers’ support. Collecting 400 Telecom agents’ samples of Taiwanese firms through survey and analyzing with LISREL, this study concludes that: (1)Supplier Channel Management Policy and Corporation Public Commitment positively influences Agent Tangible Service Recovery. (2) Supplier Corporation Public Commitment positively influences Supplier Channel Management Policy. (3) The agent Tangible Service Recovery positively influences Agent Satisfaction to Supplier’s support.
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Chung, Wen-Fu, and 張文甫. "Service Failure and Service Recovery in Apparel Industry:comparison between Consumer and Employee." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/72373088527377038710.
Full textAbstract:
碩士大葉大學
人力資源暨公共關係學系
98
This study was intended to probe into service failures and to build consumer subjecftively service blueprint by SSIT method in apparel industry. In order to explore the link anger points in service failures by both customers and employees viewpoints, this study presented a concept framework with eight kinds of classification. Discrepancies between this framework and Traditional quality gap are discussed.
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Feng, Ching, and 青峰. "The effect of the service failure attribution on the service recovery strategy." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/01410442355746103818.
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Chiang, Chuan-Yu, and 江權祐. "Service blueprint and service failure in 3C retailing：Manager center and consumer center." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/44134014765884866240.
Full textAbstract:
碩士大葉大學
人力資源暨公共關係學系
96
The researches discuss service failure in 3C(Consumer Electronics、Computer and Communication) retailer.We discover six different of service failure(negative feeling), and tryout two of new approaches and theories to 3C retailer. First, there has four dis-tinction in the consumer subjectively service blueprint. (a) Correlation. Even separated by the stage, all of the failure still has causalrelation. (b) Continuity. Customer's feeling and experience is continued to going. To cut retailed service and maintenance service is a mistake of management. (c) Extended.There is a lot of service failure happened when the consumers leave the retail store, management have to pay close attention to the new service blueprint.(d) Repeated. Consumer subjectively service blueprint looked very complicated, but induces blueprint, we can dig out that the six stages are repetition.It isn,t hard to management. Second, The different between consumer and manager. The manager focus on the"single significant event" and "responsibility " to discuss service failure,but The consumer take the judgment by "Continuously experiences feel-ing".There is five differences projects on the approach.
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Shen, Hsin-Yu, and 沈信諭. "The Study of Service Failure, Service Recovery, and Customer Satisfaction in Delivery." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/42776058395207105269.
Full textAbstract:
碩士朝陽科技大學
企業管理系碩士班
99
Delivery in 1999, about twenty years since the introduction of Taiwan in recent years, online shopping, TV shopping and group-buying, a common practice, and thus promote delivery fast growing industry in Taiwan, so far, the failure of service delivery industry, little research on any industry in the provision of consumer services, how many there will be mistakes happen, so the purpose of this study is based on the delivery services, to explore the service failure, service recovery, correlation between before remediation and after remediation customer satisfaction. The study is the consumer''s point of view in-depth analysis to understand the consumers encounter service failure situation, when service failure occurs, the impact of service recovery, and enterprises to take remedial action to effects of after remediation customer satisfaction, and enterprises after the service failure occurs to the impact of after remediation customer satisfaction, and want to understand the enterprises in the service failure occurred, failed to take remedial action before to the impact of on the customer satisfaction. This study questionnaire surveys the literature and to study, questionnaires to convenience sampling method, a total of 450 questionnaires, 398 were recovered. Through Tianda to explore the contents of those Tianda service failure, service recovery, customer satisfaction relationship between the different agencies Memorial. And the use of factor analysis extracted factors and the dimensions of a single-factor analysis of variance, Pearson correlation analysis and path analysis methods such as verification of the hypothesis of the study. The results showed：The different background factors consumer in service failure, service recovery, before remedy of customer satisfaction, after remedy of customer satisfaction with the significant differences.；The different service failure type to the different service recovery treatment has the forward remarkable influence.；The different service recovery treatment to after remedy of customer satisfaction has the forward remarkable influence.；The different service failure type to after remedy of customer satisfaction has the forward remarkable influence.；The different service failure type to before remedy of customer satisfaction has the forward remarkable influence. This study is to complement the delivery service failure and service recovery, related to the lack of academic research, and provides delivery services in the service failure occurred, follow-up recovery action reference and recommend and how to maintain or improve before recovering and after recovering the customer satisfaction.
49
Lin, Liang-Yu, and 林良砡. "Does Relationship Matter? Service Failure, Attribution and Recovery." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/19423824735990972024.
Full textAbstract:
碩士國立彰化師範大學
企業管理學系
101
Service failure is inevitable. A better understanding of how relationship level influences consumer’s response to service failure and recovery is an important topic for academics and practitioners. This study investigates the relationships among consumer relationship level, failure attributions (i.e., stability and controllability), service failure severity, perceived equity, and compensation and consumer’s future behavior in the context of restaurant and online shopping. This study using equity theory investigated the importance of consumers’ entire history of shared interactions with service organizations. Specifically, the study empirically tested the different consequence of compensation by manipulating the consumer relationship level. Consumer relationship level motivates consumers to follow different attribution process to judge severity of service failure and determines consumers’ perceived equity. Moreover, consumers’ perceived equity can influence consumers' future behavioral intention, especially the future relationship continuity between consumers and the service organizations. Findings from two studies indicate that when additional compensation is offered after a service failure, perceived equity was found to be increased regardless of the consumer’s relationship level. The influence of compensation on perceived equity thus varies as a function of relationship level. Consumers with low relationship level are more sensitive to compensation. Furthermore, enhanced equity perception automatically means that corresponding future relationship continuity is also enhanced. The results further demonstrate that controllability attributions influence service failure severity, and service failure severity has a negative impact on the perceived equity of the exchange, which mediates the effectiveness of compensation as a recovery effort. Managerial implications for restaurants and online shopping context are provided and discussed.
50
Fang, Chun-Hsing, and 方俊翔. "Improving Service Failure of EMU for Taipei Metro." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/58416736851592182957.
Full textAbstract:
碩士國立交通大學
管理學院碩士在職專班運輸物流組
98
Mass Rapid Transit（MRT）system in Taipei metropolitan area transports million trips each day. How to maintain its level of service（LOS）, including safety、convenience、punctuality、comfortable and revenue well,is a serious issue. The Electric Multiple Unit (EMU) is the key factor for normal operation of MRT system. It has a potential of high failure rate, not only causes service delay but also passengers complain, and leads to increase repair cost. In the mean time it would lead to a negative performance and reputation for operation agency, so needs to pay more attention to improve continuously. The purpose of this thesis is to improve service failure of type 371 train fleet and propose suggestions for Taipei Metro. The data of operation failure for type 371 train fleet actually occurred in past three years are compiled and the methodology of Fault Tree Analysis (FTA) and Delphi Method are used to conduct this research. Sorting service delay records of type 371 train fleet, the failures of three subsystem: door, train signaling and auxiliary power, account for almost 94% of all failures. Through questionnaire survey to senior 371 train maintenance staff, using Delphi Method to find out the failures not occurred yet but may occur follow-up， the fault trees are constructed by combining the actual and potential risks of operating failures and proceed qualitative and quantitative analysis. Then the failure level、failure structure、failure key item of subsystem and the failure probability of high failure rate fault subsystem are acquired completely. A comparison of these key failures with maintenance cycle item and maintenance manual associated, improved suggestions for the further preventive and trouble shooting of type 371 train fleet are provided for reference.