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Journal articles on the topic 'Service failure'
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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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Joung, Junegak, Ki-Hun Kim, and Kwangsoo Kim. "Data-Driven Approach to Dual Service Failure Monitoring From Negative Online Reviews: Managerial Perspective." SAGE Open 11, no. 1 (January 2021): 215824402098824. http://dx.doi.org/10.1177/2158244020988249.
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Monitoring of dual service failures (e.g., trends in service failures and consecutive service failures) in business is emphasized for service quality management. Previous studies analyzing negative online reviews to conduct dual service failure monitoring from a managerial perspective are scarce. Numerous negative online reviews are useful sources for dual service failure monitoring because they can be easily collected at a low cost. This article proposes a data-driven approach to monitor service failure trends and consecutive service failures from negative online reviews. In the proposed approach, first a classifier is developed to categorize newly collected negative reviews into service failures by Latent Dirichlet allocation. Subsequently, a threshold value is provided to identify a new type of service failure, which was not achieved previously using a control chart. Finally, the probability of consecutive service failures is obtained by association rule mining. A case study of Uber is conducted to validate the proposed approach. The results exhibit that the proposed approach can perform dual service failure monitoring. This study can increase marketing intelligence for dynamic management of service failure and allow rapid responses to service failures.
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Chen, Chia-Yi. "How customer participation influences service failure attribution." Journal of Service Theory and Practice 28, no. 3 (May 14, 2018): 298–314. http://dx.doi.org/10.1108/jstp-12-2016-0224.
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Purpose Previous studies offer two contradictory propositions for the influence of customer participation on service failure attribution. The purpose of this paper is to solve this theoretical inconsistency by incorporating the concept of self-efficacy into its theoretical framework. Design/methodology/approach Two 2 (customer participation: high vs low) by 2 (self-efficacy: high vs low) experimental designs were employed under scenarios relating to education and haircut services. Findings The results show that customers with high self-efficacy attribute more responsibility to the firms for a service failure as their participation in service increases. In contrast, customers with low self-efficacy are less likely to blame firms for service failures in the high-participation condition than in the low-participation condition. Practical implications This study suggests that understanding customers’ self-efficacy could help firms improve recovery performance according to customers’ individual differences if service failure occurs. Originality/value The findings help resolve conflicting results reported in the literature and show that the impact of customer participation on service failure attribution differs according to customers’ self-efficacy. Therefore, this study provides a theoretical contribution by enhancing the knowledge of how customer participation influences causal attribution and satisfaction after a service failure.
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Labajan, Ruth April A., and Pisut Koomsap. "Customer Journey Clue-based Service Failure Prevention." Production Engineering Archives 25, no. 25 (December 1, 2019): 21–34. http://dx.doi.org/10.30657/pea.2019.25.05.
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Abstract Customers and their perception towards service are considered as a determinant of service failure, and so, service failure and its prevention must be looked into from the perspective of the customers. This paper presents a customer-centric service failure prevention framework, which aims to provide a holistic way of service failure prevention by integrating service delivery assessment and failure analysis from a customer perspective, encompassing failure identification, assessment and prioritization of failures as a basis for corrective actions. Customer journey, service clues, and customer oriented-FMEA are employed to develop the proposed framework. The approach was applied to an enrolment process showing that using customer journey assists in determining customer processes, needs, wants and touch points in the service, and when used together with service clues further facilitates systematic and effective unveiling of potential failures that are important to customers. Assessment of failures and its prioritization with customer perspective leads to better prioritization that is reflective of the voice of customers. The case study shows that higher risk is imposed by actions emanating from the employees, reinforcing further that service failures not only concern functionality of the service but equally important also are the encounter of customers with service employees and the environment.
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Bambauer-Sachse, Silke, and Landisoa Eunorphie Rabeson. "Service recovery for moderate and high involvement services." Journal of Services Marketing 29, no. 5 (August 10, 2015): 331–43. http://dx.doi.org/10.1108/jsm-05-2014-0155.
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Purpose – The purpose of this study is to determine which level of tangible compensation for a service failure leads to high levels of customer satisfaction for moderate- versus high-involvement services as well as for different conditions of responsibility for the failure and failure severity. Design/methodology/approach – The study is based on a 4 (tangible compensation: gift, discount, credit for future consumption, refund) × 2 (responsibility for the failure: restaurant vs customer) × 2 (failure severity: low vs high) × 2 (involvement: moderate vs high) design using scenarios in a restaurant context. Findings – The results reveal that, for moderate-involvement services, all types of compensation are equally appropriate, except for when customers are responsible for a severe failure. In this condition, they expect tangible compensation of higher benefit. For high-involvement services, the more severe the failure, the higher the benefit of tangible compensation should be, independent of responsibility. Practical implications – The findings suggest that managers should consider the level of service involvement as well as responsibility for and severity of the failure when choosing the level of tangible compensation. Originality/value – The results of this study provide new insights into how to choose appropriate and efficient service recovery measures.
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Et al., Dr Sameer Koranne. "PERSPECTIVES OF SERVICE FAILURES IN FINANCIAL SERVICES." Psychology and Education Journal 58, no. 1 (January 20, 2021): 5756–63. http://dx.doi.org/10.17762/pae.v58i1.2211.
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Banking & Finance is a significant contributor to the service sector and it also has its own service loss phenomena. The research carried out on the backgrounds and outcomes that affect the actions of workers specifically suggests a widespread pattern of service delivery failures. In the sense of service provision and shortcomings, work-related behaviors and cumulative operational factors are discussed. The study also explains the role of frontline service personnel and emphasizes the crucial value of service delivery preparation. The study carried out to determine the most significant variables of service failure by along with managerial implications for recovery.
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Agu, Agu Godswill. "Implications of Service Failure on Customer Perception and Patronage of Shuttle Services in South East Nigeria." Journal of Economics and Management Sciences 1, no. 1 (May 18, 2018): p86. http://dx.doi.org/10.30560/jems.v1n1p86.
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This study examined customers’ perception and patronage level of ABC Transport Shuttle Services in relation to the service failure(s) recorded in the recent past. A survey research was conducted using 386 respondents drawn from the past, present and potential customers of the company in Owerri, Uyo, Calabar, Onitsha, Warri, Port Harcourt, Enugu, Aba and Umuahia. Structured questionnaire were administered on these passengers while an oral interview was conducted with the ABC General Shuttle Manager. The study revealed that major areas of service failure in ABC Shuttle services include poor adherence to scheduled departure time(s), unfriendly system resulting from glaring service failures, delay in service delivery, aging buses and poor service failure management efforts. The study recommended among others, total overhauling of the shuttle system, strict adherence to scheduled departure(s) as well as periodic training of staff on effective customer relationship management and timely, efficient/effective service delivery.
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Masnita, Yolanda, and Sri Vandayuli Riorini. "RECOVERY EMOTIONS ON PERCEIVED JUSTICE." Jurnal Manajemen dan Pemasaran Jasa 11, no. 2 (September 30, 2018): 161. http://dx.doi.org/10.25105/jmpj.v11i2.2996.
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<p>Recovery service failures can affect a greater failure if not handled properly. The purpose of this study was to examine the effect of pre-recovery emotions and post-recovery in services. Data were collected using a questionnaire distributed to 216 respondents who have used the services retail market and then experienced a service failure followed by a recovery service. In this study, positive and negative emotions post-recovery are the dependent variables, while the severity of service failure, the pre-recovery emotions and perceived fairness other variables major variable. In line with this goal, eight hypotheses were tested using structural equation modeling analysis with the aim to clarify the relationships between variables. The results show that the post-recovery of positive or negative emotions are influenced by the severity of the failure of the service, but the effect is mediated by the second pre-recovery emotions. Meanwhile, there is no mediating effect of perceived justice on the emotions of pre-recovery and post-recovery. This study implies that, during recovery services, service providers must simultaneously consider the positive and negative emotions. In addition, managers should also consider the depth of the severity of service failure to determine the pre-recovery emotions. Selection of the type of recovery will have an impact on the perceived fairness, so that providers have to respond better to emotional recovery.</p>
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Susskind, Alex, and Anthony Viccari. "A Look at the Relationship between Service Failures, Guest Satisfaction, and Repeat-Patronage Intentions of Casual Dining Guests." Cornell Hospitality Quarterly 52, no. 4 (October 3, 2011): 438–44. http://dx.doi.org/10.1177/1938965511419844.
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Service recovery is essential to maintaining guest satisfaction in the event of a service failure. However, restaurateurs must approach service recovery in the appropriate context, because guests give differential consideration to different types of problems. Without doubt, a restaurant’s failure to serve food correctly is viewed as the most serious type of failure, and a food problem coupled with a servicet failure makes matters even worse. However, service failures by themselves are soon forgiven if the recovery is properly handled. Oddly, the least important type of failure, that of atmosphere (e.g., design, noise level), is most likely to cause a guest never to return, even if the restaurant makes a proper recovery. This study of more than eight hundred restaurant patrons found a positive and significant association between guests’ reported satisfaction with the outcome of their complaint and their repeat patronage intentions. The study’s findings highlight the importance of adequately resolving guests’ complaints with the goal of increasing the possibility that the guest will return to a restaurant after a service (or food) failure.
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Msosa, Steven Kayambazinthu, and Jeevarathnam P. Govender. "Service failure in higher education institutions." International Journal of Educational Management 34, no. 1 (January 6, 2020): 45–55. http://dx.doi.org/10.1108/ijem-03-2019-0097.
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Purpose Providing quality service is the goal of many service providers and higher education institutions are not exceptional. However, service failure may occur from time to time which may eventually lead to customer dissatisfaction with the service rendered. The purpose of this paper is to examine service failure incidents in higher education. Design/methodology/approach In this study, three categories of service failure, namely, employee response to service delivery system failure, employee response to customer needs and requests, and unprompted and unsolicited employee actions were used to categorise 45 critical incidents obtained from 30 students at a university of technology. Findings The results showed that service delivery system failures account for the biggest number (51 per cent) of service failure incidents captured in this study. Research limitations/implications The critical incident technique which relies on the respondents’ memory to recall service failure incidents was used to collect information. The drawback is that memory can be fallible and students may end up exaggerating service failure incidents. Practical implications This study can assist higher education institutional managers to understand the nature of service failure incidents that lead to student dissatisfaction. Originality/value This study is unique as it presents service failure incidents from the developing world and further provides the basis for creation of service recovery strategies.
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Cai, Liping A., and Robert H. Woods. "China's Tourism Service Failure." Cornell Hotel and Restaurant Administration Quarterly 34, no. 4 (August 1993): 30–39. http://dx.doi.org/10.1177/001088049303400408.
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Cai, L. "China's tourism-service failure." Cornell Hotel and Restaurant Administration Quarterly 34, no. 4 (August 1993): 30–39. http://dx.doi.org/10.1016/0010-8804(93)90009-8.
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Skaalsvik, Hugo. "Service failures in a cruise line context: Suggesting categorical schemes of service failures." European Journal of Tourism Research 4, no. 1 (March 1, 2011): 25–43. http://dx.doi.org/10.54055/ejtr.v4i1.60.
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This paper reports a study on service failures carried out on the prestigious Norwegian Coastal Voyage (NCV) or the Hurtigruten which is the brand name. Service failures are studied from the perspective of the service employees. Seven tour conductors participated in the study and in the research personal, face-to-face, in-depth interviews were carried out using an interview guide as a data collection tool. The respondents provided descriptive accounts of 51 service failure incidents which were used to develop a classification scheme of service failures. The service failure classification scheme consists of two main categories: 1. Service failures on excursions; 2. Service failures on the ships (while at sea or at harbour). The paper describes and discusses a set of sub categories within the main categories. The case study may advance the knowledge field of service failures particularly relevant for a high contact service like a cruise operation.
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Poola, Veeresh, Praveen Sam R, and Shoba Bindu C. "Reliable Fault Tolerance System for Service Composition in Mobile Ad Hoc Network." International Journal of Electrical and Computer Engineering (IJECE) 9, no. 4 (August 1, 2019): 2523. http://dx.doi.org/10.11591/ijece.v9i4.pp2523-2533.
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<p><span lang="EN-US">A Due to the rapid development of smart processing mobile devices, Mobile applications are exploring the use of web services in MANETs to satisfy the user needs. Complex user needs are satisfied by the service composition where a complex service is created by combining one or more atomic services. Service composition has a significant challenge in MANETs due to its limited bandwidth, constrained energy sources, dynamic node movement and often suffers from node failures. These constraints increase the failure rate of service composition. To overcome these, we propose Reliable Fault Tolerant System for Service Composition in MANETs (RFTSC) which makes use of the checkpointing technique for service composition in MANETs. We propose fault policies for each fault in service composition when the faults occur. Failure of services in the service composition process is recovered locally by making use of Checkpointing system and by using discovered services which satisfies the QoS constraints. A Multi-Service Tree (MST) is proposed to recover failed services with O(1) time complexity. Simulation result shows that the proposed approach is efficient when compared to existing approaches.</span></p>
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Xu, Xing'an, Luqi Wang, Lilei Wang, and Kaini Xue. "Effects of online service failure on customers' intentions to complain online." Social Behavior and Personality: an international journal 48, no. 10 (October 7, 2020): 1–16. http://dx.doi.org/10.2224/sbp.9394.
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Dissatisfied customers are increasingly voicing complaints through social media following online service failures; therefore, it is important to clarify the motivational determinants of customers' online complaint intentions (COCI). We investigated in 3 studies the influence and interaction effects of service failure types, attributions about these failures, scope of impact of the failures, and customer inoculation on both public and private online complaint intentions. Participants were 451 college students from Hainan Province, China. The results show that service failure types, service failure attributions, scope of impact of the service failure, and customer inoculation each had distinct effects on COCI and how customers complain online, and that these factors also had interactive effects on online complaint actions. Our finding that the form of COCI can predict service failure attributes offers implications for the implementation of enterprise service recovery from a consumer perspective.
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Lin, Hsin-Hui, Wan-Chu Yen, Yi-Shun Wang, and Yen-Min Yeh. "Investigating consumer responses to online group buying service failures." Internet Research 28, no. 4 (August 6, 2018): 965–87. http://dx.doi.org/10.1108/intr-07-2017-0285.
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Purpose The purpose of this paper is to explore the effects of consumer role (involved vs observing) on consumer responses in the context of online group buying (OGB) service failures. Design/methodology/approach A scenario simulation method with a 2×3 factorial design was used to investigate the impact of consumer role (i.e. involved consumers and observing consumers) on consumer responses (i.e. perceived quality, negative electronic word-of-mouth (eWOM), and switching intention). The moderating role of seller offering type (i.e. physical products, true services, and pseudo services) on the relationship between the consumer role and responses was also tested. Findings The differences in perceived quality, negative eWOM, and switching intention between involved consumers and observing consumers were significant. Further, seller offering type moderated the relationship between consumer role and consumer response. Practical implications These findings provide several important theoretical and practical implications in regard to OGB service failure and recovery. Originality/value This study enriches OGB and service failure literature by a pioneering investigation of how consumer roles respond to OGB service failures and how different seller offering types influence the relationship between consumer role and consumer response. The results will help service providers of OGB benefit from enhancing their service recovery strategies to cope with OGB service failures.
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Kim, Jong-Hyeong, and SooCheong (Shawn) Jang. "Factors affecting memorability of service failures: a longitudinal analysis." International Journal of Contemporary Hospitality Management 28, no. 8 (August 8, 2016): 1676–701. http://dx.doi.org/10.1108/ijchm-10-2014-0516.
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Purpose This study aims to identify the influences that lead to better memorability of a service by focusing on type of service failure, recovery condition and frequency of occurring. Design/methodology/approach This study used a quasi-experimental design in which customers answered questions about a restaurant they had recently patronized and then evaluated experimentally generated failure and recovery scenarios. Two follow-up contacts were made (by phone and e-mail) to assess their memory of the imagined service failures stimulated by the scenarios. Participants were asked how clearly and vividly they could recollect the service failure and to indicate their behavioral intentions at the time of recall. Findings The type of service failure and the subsequent recovery efforts significantly affect whether negative service experiences are memorable. Specifically, individuals showed a higher likelihood of vividly recalling a core service failure than an interactional one. Moreover, service recoveries were found to be helpful in decreasing the memorability of service failures, and that they were effective in decreasing the resulting negative customer behavioral intentions (i.e. switching behaviors and negative word-of-mouth). However, frequently occurred service failures did not significantly influence the memorability of the failures. Practical implications The current study suggested what characteristics of service failures and situations lead to strong memorability and significantly affect future behavior. Thus, the findings provide important implications for avoiding and handling the failures that trigger strong memorability. Originality/value Previous researchers have emphasized on the importance and urgency of preventing critical service failures. However, it is still unclear what type of service failures and/or factors are critical ones. The current study expands the knowledge by incorporating service failures with memory and investigates the characteristics of memorable service failures, which are likely to be remembered more vividly.
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Mantey, Nicholas O., and Vannie Naidoo. "Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa." Journal of Economics and Behavioral Studies 8, no. 4(J) (September 5, 2016): 67–78. http://dx.doi.org/10.22610/jebs.v8i4(j).1364.
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This article reports on a study that examined service quality and recovery among South African airlines. Service quality is pivotal in the airline industry as service failures could negatively affect operations. The authors created the acronym “AOSA†which stands for “airlines owned by South Africa†for the purposes of anonymity and confidentiality in order to protect the airlines’ identity. A quantitative research approach was used with a cross-sectional analysis (sample survey) conducted with passengers of South African-owned airlines. The questionnaire was designed using a Likert scale tool, adapted to the SERVQUAL model. A non-probability convenient sampling method was used to collect primary data from 684 passengers at O.R.Tambo International Airport in Johannesburg and King Shaka International Airport in Durban. The key findings were that: (1) significant statistical gaps exist between passengers’ expectations and perceptions of AOSA’s service quality and that unsatisfactory service quality is antecedent to service failure. (2) Unsatisfactory service quality is tantamount to service failure in the provision of services by AOSA. (3) A significant positive correlation exists between service quality and the dimensional variables of tangibility, reliability, responsiveness, assurance, and empathy of AOSA. In conclusion, AOSA service quality is unsatisfactory, and management should take steps to empower and train staff in service recovery techniques in other to avoid service failures.
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Bahri Ammari, Nedra, Abir Hsouna, Mounia Benabdallah, Anish Yousaf, and Abhishek Mishra. "Consumer responses to the failure of self-service banking technology: moderating role of failure stability." International Journal of Bank Marketing 40, no. 3 (December 24, 2021): 458–83. http://dx.doi.org/10.1108/ijbm-05-2021-0192.
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PurposeThe purpose of this study is to investigate the impact of dissatisfaction and anger, driven by the failure of the self-service technology of banks, on customers' post-purchase behavioural reactions, such as complaints, negative word-of-mouth (NWOM) and supplier change. The stability of the failure is proposed to moderate these relationships.Design/methodology/approachThe proposed research model was tested through data collected from an online survey of a Tunisian sample of 300 respondents, using the scenario method.FindingsThe study validates the positive impact of dissatisfaction on anger and negative word-of-mouth, as well as that of anger on complaint behaviour and negative word-of-mouth. The relation between dissatisfaction and negative word-of-mouth is mediated by anger. When the failure is stable, dissatisfied users of the self-service technology seek to enhance their negative word-of-mouth and supplier change. The results also show that the stability of the failure enhances the effect of anger on complaint behaviour.Practical implicationsBanks should invest efforts to accelerate the recovery of services to reduce consumer dissatisfaction and anger and prevent adverse behavioural outcomes. Further, they need to ensure that failures are not repeated, as failure stability activates some otherwise non-significant behavioural outcomes, like supplier change.Originality/valuePrevious works have focused on the impact of dissatisfaction and negative emotions for interpersonal services, but very few works have come to associate dissatisfaction, anger, complaint, negative word-of-mouth and supplier change in an integrative framework for an self-service technology failure.
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Chen, An-Che. "Active and Latent Failures in Customer Services and Opportunities for Quality Innovation for Convenience Stores." International Journal for Innovation Education and Research 5, no. 12 (December 31, 2017): 228–36. http://dx.doi.org/10.31686/ijier.vol5.iss12.894.
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Due to the characteristics of customer participation and heterogeneity in service operations, the demands and contents of service tasks are usually with great diversity. Therefore it is usually preferred to conduct failure analysis, instead of the rigidly structured questionnaire, for the purpose of assessment and innovation in service quality. Furthermore, rather than conducting the survey to customers directly that seems to comply with the concept of customer orientation, it possesses great advantages in expertise and insights in failure analysis through service personnel surveys. In this study, service failure cases were collected using the Critical Incident Technique through the interviews to the service personnel from various chain convenience stores in Taiwan. These service failure incidents were then analyzed using the active-latent framework proposed in this study. Both active failures and latent failures from these collected incidents are categorized in hierarchical structures. These two failure categorizations were further mapped for providing empirical bases to the opportunities of quality innovation in system design and personnel training/education for this particular service domain. The interpretations and implications of the resulted failure patterns are also discussed.
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Park, Chan-Kwon, and Chae Bogk Kim. "Performance, Service Satisfaction in Medical Service Failure Situation." Academy of Customer Satisfaction Management 21, no. 1 (April 30, 2019): 37–71. http://dx.doi.org/10.34183/kcsma.21.1.3.
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Yoon, Sung-Wook, and Mi-Ok Seo. "Irrecoverable Service Failure and Typology of Service Recovery." Journal of the Korea Academia-Industrial cooperation Society 15, no. 10 (October 31, 2014): 6076–83. http://dx.doi.org/10.5762/kais.2014.15.10.6076.
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Tang, Ling-Lang, Shun-Hsing Chen, and Chia-Chen Lin. "Integrating FMEA and the Kano Model to Improve the Service Quality of Logistics Centers." Processes 9, no. 1 (December 29, 2020): 51. http://dx.doi.org/10.3390/pr9010051.
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This study uses the logistics center of a large organic retail store in Taiwan to analyze service blueprint and workflow, identifying the potential points of failure and thus serving as a basis for quality improvement. The failure mode and effect analysis (FMEA) model is an effective problem prevention methodology that can easily interface with many engineering and reliability methods. The utilized method integrates the failure mode and effect analysis (FMEA) and the Kano model to explore the possible occurrence of failures in the internal workflow and services of the studied logistics center. A two-stage survey was conducted. In the first stage, an investigation was conducted by 20 logistics experts on the FMEA’s key service failures. In the second stage, a questionnaire was filled out by 220 store staff to summarize the logistics service quality factors found in the Kano model. The results show that the degree of attention and satisfaction in the priority improvement items when there were service failures vary among the opinions of different internal employees and customers. The participants jointly believed that the items that need improvement are “Damaged incoming goods” and “A shortfall in the quantities of delivered goods”.
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Kyriazis, Dimosthenis. "Protection of Service-Oriented Environments Serving Critical Infrastructures." Inventions 3, no. 3 (August 30, 2018): 62. http://dx.doi.org/10.3390/inventions3030062.
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The emergence of service-oriented architectures has driven the shift towards a service-oriented paradigm, which has been adopted in several application domains. The advent of cloud computing facilities and recently of edge computing environments has increased the aforementioned paradigm shift towards service provisioning. In this context, various “traditional” critical infrastructure components have turned to services, being deployed and managed on top of cloud and edge computing infrastructures. However, the latter poses a specific challenge: the services of the critical infrastructures within and across application verticals/domains (e.g., transportation, health, industrial venues, etc.) need to be continuously available with near-zero downtime. In this context, this paper presents an approach for high-performance monitoring and failure detection of critical infrastructure services that are deployed in virtualized environments. The failure detection framework consists of distributed agents (i.e., monitoring services) to ensure timely collection of monitoring data, while it is enhanced with a voting algorithm to minimize the case of false positives. The goal of the proposed approach is to detect failures in datacenters that support critical infrastructures by targeting both the acquisition of monitoring data in a performant way and the minimization of false positives in terms of potential failure detection. The specific approach is the baseline towards decision making and triggering of actions in runtime to ensure service high availability, given that it provides the required data for decision making on time with high accuracy.
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Kimberley, Nell, and Charmine EJ Härtel. "Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation." Journal of Management & Organization 14, no. 2 (May 2008): 207–18. http://dx.doi.org/10.1017/s1833367200003400.
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AbstractCustomer power is an ever-increasing phenomenon, particularly in relation to service failure. Service failures not only elicit strong emotional reactions from disgruntled customers, but may ultimately lead to a severing of the service provider–customer relationship. A significant but overlooked area of research relates to the behavioural processes which shape customers' perceptions of service failure and recovery. As front-line staffare frequently the customer's only contact in the service encounter, they act as the key referent point in the literature with regard to service quality, speed and convenience. However, it is asserted that as employees of the organisation, senior management also plays an important role. This conceptual paper draws from research in the field of services marketing and organisational behaviour to provide evidence which suggests that customer responses to a service crisis are likely to be affected by perceptions of senior management behaviours and character attributes as generally just. We propose a cumulative effect of these justice perceptions on customer emotions and trust. In the wake of exceptional service failure, we argue, these factors play a vital role in shaping how customers may respond to such events.
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Kimberley, Nell, and Charmine EJ Härtel. "Employee/customer interface in a service crisis: Impact of senior management attributes and practices on customer evaluation." Journal of Management & Organization 14, no. 2 (May 2008): 207–18. http://dx.doi.org/10.5172/jmo.837.14.2.207.
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AbstractCustomer power is an ever-increasing phenomenon, particularly in relation to service failure. Service failures not only elicit strong emotional reactions from disgruntled customers, but may ultimately lead to a severing of the service provider–customer relationship. A significant but overlooked area of research relates to the behavioural processes which shape customers' perceptions of service failure and recovery. As front-line staffare frequently the customer's only contact in the service encounter, they act as the key referent point in the literature with regard to service quality, speed and convenience. However, it is asserted that as employees of the organisation, senior management also plays an important role. This conceptual paper draws from research in the field of services marketing and organisational behaviour to provide evidence which suggests that customer responses to a service crisis are likely to be affected by perceptions of senior management behaviours and character attributes as generally just. We propose a cumulative effect of these justice perceptions on customer emotions and trust. In the wake of exceptional service failure, we argue, these factors play a vital role in shaping how customers may respond to such events.
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Shan, Hongmei, Qiaoqiao Tong, Jing Shi, and Qian Zhang. "Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis Approach." Journal of Theoretical and Applied Electronic Commerce Research 16, no. 6 (September 21, 2021): 2490–514. http://dx.doi.org/10.3390/jtaer16060137.
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With the rapid growth of express delivery industry, service failure has become an increasingly pressing issue. However, there is a lack of research on express service failure risk assessment within the Failure Mode and Effects Analysis (FMEA) framework. To address the research gap, we propose an improved FMEA approach based on integrating the uncertainty reasoning cloud model and the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method. The cloud model describing randomness and fuzziness in uncertainty environment is adopted to achieve the transformation between the qualitative semantic evaluation of occurrence (O), severity (S), and detection (D) risk factors of FMEA and the quantitative instantiation and set up the comprehensive cloud of risk assessment matrix for express delivery service failure (EDSF). The TOPSIS method calculates and ranks the relative closeness coefficients of EDSF mode. Finally, the rationality and applicability of the proposed method are demonstrated by an empirical study for the express delivery service in China. It is found that among 18 express delivery service failure modes, six service failure modes with high risk are mainly located in the processing and delivery stages, while six service failures with the relatively low risk are involved in the picking-up and transportation stages. This study provides insight on how to explore the risk evaluation of express delivery service failure, and it helps express delivery firms to identify the key service failure points, develop the corresponding service remedy measures, reduce the loss from service failures, and improve the service quality.
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Tsai, Chia-Ching, Yung-Kai Yang, and Yu-Chi Cheng. "Does relationship matter? – Customers’ response to service failure." Managing Service Quality 24, no. 2 (March 4, 2014): 139–59. http://dx.doi.org/10.1108/msq-06-2013-0113.
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Purpose – The purpose of this paper is to examine how service failure affects customers’ negative response and how service recovery affects perceived justice in the context of different relationship norms. Design/methodology/approach – It includes four studies that examine how relationships influence customer reactions to service failures. In study 1, the paper examines how service failures affect customers’ negative reaction. In study 2, the paper examines how service recoveries influence perceived justice. Study 3 and study 4 test the robustness of the results of study 1 and study 2. All studies have a 2×2 between-subjects design. Findings – The results show that individuals in exchange relationships experience a stronger feeling of betrayal than those in communal relationships during service failures. Further, individuals feel more betrayed and show greater negative responses during process failures. They perceive greater justice when offered physical recoveries, which, in turn, contributes to higher service-recovery satisfaction. Research limitations/implications – This study was conducted in Taiwan. Customer reactions to service failures may vary according to cultural and environmental contexts. Practical implications – Service providers are encouraged to cultivate relationships with customers and identify different types of customers to compensate them more effectively, according to their preferences. Originality/value – This study introduces relationship norms to investigate consumer responses to service failures. The main contributions are twofold; it investigates the effect of relationship norms on customer responses to service-failure types and service-recovery types.
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Shin, Hyunju, Alexander E. Ellinger, David L. Mothersbaugh, and Kristy E. Reynolds. "Employing proactive interaction for service failure prevention to improve customer service experiences." Journal of Service Theory and Practice 27, no. 1 (January 9, 2017): 164–86. http://dx.doi.org/10.1108/jstp-07-2015-0161.
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Purpose Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from occurring in the first place. Building on previous studies that assess the efficacy of implementing proactive interaction in service provision contexts, the purpose of this paper is to compare the influences of proactive interaction to prevent service failure and reactive interaction to correct service failure on customer emotion and patronage behavior. Since proactive interaction for service failure prevention is a relatively underexplored and resource-intensive approach, the authors also assess the moderating influences of customer and firm-related characteristics. Design/methodology/approach The study hypotheses are tested with survey data from two scenario-based experiments conducted in a retail setting. Findings The findings reveal that customers prefer service providers that take the initiative to get to them before they have to initiate contact for themselves. The findings also identify the moderating influences of relationship quality, situational involvement, and contact person status and motive. Originality/value The research contributes to the development of service provision theory and practice by expanding on previous studies which report that proactive efforts to prepare customers for the adverse effects of service failure are favorably received. The results also shed light on moderating factors that may further inform the exploitation of resource-intensive proactive interaction for service failure prevention. An agenda is proposed to stimulate future research on proactive customer interaction to prevent service failure in service provision contexts.
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Callan, Roger J., and Jacqueline Moore. "Service Guarantee: A Strategy for Service Recovery." Journal of Hospitality & Tourism Research 22, no. 1 (February 1998): 56–71. http://dx.doi.org/10.1177/109634809802200106.
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The study suggests that service guarantees are a valuable means of recovery from service breakdowns. The methodology employed is a review of the literature with a focus on hospitality organizations. A review of attribution theory provides a framework for the causal dimensions of perceived service quality and failure. Definitions and functions of service guarantees are explored together with their characteristics. Types of service guarantees are examined with examples of their application in hospitality. The article concludes that not all service failures are attributed to the organization, and service guarantees may be an inappropriate response to these failures. Although service guarantees are gaining in popularity, they do not present a benefit for organizations with historically poor service standards. Attention should be paid to the quality of the service provided before considering a guarantee of that service. Effective recovery from a service breakdown can further enhance the reputation of the organization.
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Fox, Alexa K., George D. Deitz, Marla B. Royne, and Joseph D. Fox. "The face of contagion: consumer response to service failure depiction in online reviews." European Journal of Marketing 52, no. 1/2 (February 12, 2018): 39–65. http://dx.doi.org/10.1108/ejm-12-2016-0887.
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Purpose Online consumer reviews (OCRs) have emerged as a particularly important type of user-generated information about a brand because of their widespread adoption and influence on consumer decision-making. Much of the existing OCR research focuses on quantifiable OCR features such as star ratings and volume. More research that examines the influence of review elements, aside from numeric ratings, such as the verbatim text, particularly in services contexts is needed. The purpose of this research is to investigate the impact of service failures on consumer arousal and emotions. Design/methodology/approach The authors present three behavioral experiments that manipulate service failure and linguistic elements of OCRs by using galvanic skin response, survey measures and automated facial expression analysis. Findings Negative OCRs lead to the greatest levels of arousal when consumers read OCRs. Service failure severity impacts anger, and referential cohesion, an observable property of text that helps a reader better understand ideas in the text, negatively moderates the relationship between service failure severity and anger. Originality/value The authors are among the first to empirically test the effect of emotional contagion in a user-generated content context, demonstrating that it can occur when consumers read such content, even if they did not experience the events being described. The research uses a self-report and physiological measures to assess consumer perceptions, arousal and emotions related to service failures, increasing the robustness of the literature. These findings contribute to the marketing literature on OCRs in service failures, physiological measures of consumers’ emotions, the negativity bias and emotional contagion in a user-generated content context.
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Park, Geun-Yeong, Hyun-Jun Choi, Jung-Yun Yang, and Hwan-Ki Cho. "Service failure should be recovered?" Korean Journal of Hospitality & Tourism 29, no. 8 (December 31, 2020): 17–25. http://dx.doi.org/10.24992/kjht.2020.12.29.08.17.
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Weber, Karin, Cathy H. C. Hsu, and Beverley A. Sparks. "Consumer Responses to Service Failure." Cornell Hospitality Quarterly 55, no. 3 (May 28, 2014): 300–313. http://dx.doi.org/10.1177/1938965514535246.
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Ward, Amy, Peter Glynn, and Kathy Richardson. "Internet service performance failure detection." ACM SIGMETRICS Performance Evaluation Review 26, no. 3 (December 1998): 38–43. http://dx.doi.org/10.1145/306225.306237.
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BRAHAMS, D. "Failure of a Deputising Service." Lancet 332, no. 8604 (July 1988): 231. http://dx.doi.org/10.1016/s0140-6736(88)92349-5.
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Holloway, Betsy B., and Sharon E. Beatty. "Service Failure in Online Retailing." Journal of Service Research 6, no. 1 (August 2003): 92–105. http://dx.doi.org/10.1177/1094670503254288.
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McIntyre, Dr. "National service framework heart failure." International Journal of Cardiology 74, no. 2-3 (July 2000): 241–42. http://dx.doi.org/10.1016/s0167-5273(00)00279-5.
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Magnini, Vincent P., and John B. Ford. "Service failure recovery in China." International Journal of Contemporary Hospitality Management 16, no. 5 (August 2004): 279–86. http://dx.doi.org/10.1108/09596110410540249.
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Laili, Ivatul, Sumiati, and Sudjatno. "The effect of service failure on customer loyalty through customer forgiveness and service recovery as mediation variables." International Journal of Research in Business and Social Science (2147- 4478) 11, no. 4 (June 5, 2022): 23–29. http://dx.doi.org/10.20525/ijrbs.v11i4.1792.
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This paper aims to examine more deeply the role of the customer forgiveness and service recovery variables on the relationship between service failure and loyalty. This research uses a go-car service on a gojek as the object of research. Go-car service was chosen because it is one of the services in Go-jek that has received a lot of criticism from its users. The respondents in this research were Go-Car service users who had experienced service failures when using the service. The determination of the number of samples in this research used a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM.
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Walton, Andrea, and Margee Hume. "Examining Public Hospital Service Failure: The Influence of Service Failure Type, Service Expectations, and Attribution on Consumer Response." Journal of Nonprofit & Public Sector Marketing 24, no. 3 (July 2012): 202–21. http://dx.doi.org/10.1080/10495142.2012.705179.
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Msosa, Steven Kayambazinthu. "Service failure and complaints management in higher education institutions." International Journal of Research in Business and Social Science (2147- 4478) 10, no. 3 (May 1, 2021): 514–21. http://dx.doi.org/10.20525/ijrbs.v10i3.1098.
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The higher education sector has evolved over the past decade due to the ever-changing needs of students who are its primary customers. As a result, most students have to deal with unmet expectations which subsequently lead to service failure. Even though service failure cannot be eliminated, higher education institutions are expected to provide an effective complaints management system to resolve student problems and service failure incidents. This study analyzed service failure and complaints management in higher education institutions. A quantitative, descriptive, and cross-sectional study was undertaken using 430 full-time students across three public universities in South Africa. The findings of this study showed that students encounter various forms of service failures in institutions of higher learning with the majority experiencing service failures in respect of funding and academic registration. Also, most of the students were generally satisfied with the complaints management system. Thus, this study can help institutional managers to understand service failure incidents confronting the sector. Furthermore, the study provides an opportunity for institutional managers to assess the effectiveness of the complaints management system and make improvements to ensure a better student experience