Academic literature on the topic 'Service recoveries'
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Journal articles on the topic "Service recoveries"
Rosenmayer, Anneliese, Lisa McQuilken, Nichola Robertson, and Steve Ogden. "Omni-channel service failures and recoveries: refined typologies using Facebook complaints." Journal of Services Marketing 32, no. 3 (May 14, 2018): 269–85. http://dx.doi.org/10.1108/jsm-04-2017-0117.
Full textWang, Kai-Yu, Li-Chun Hsu, and Wen-Hai Chih. "Retaining customers after service failure recoveries: a contingency model." Managing Service Quality 24, no. 4 (July 8, 2014): 318–38. http://dx.doi.org/10.1108/msq-11-2013-0251.
Full textBlack, Hulda G., Emily A. Goad, and Jill S. Attaway. "Medical errors: extreme service failures and recoveries." International Journal of Pharmaceutical and Healthcare Marketing 12, no. 1 (April 3, 2018): 15–24. http://dx.doi.org/10.1108/ijphm-11-2016-0063.
Full textMichel, Stefan. "Analyzing service failures and recoveries: a process approach." International Journal of Service Industry Management 12, no. 1 (March 2001): 20–33. http://dx.doi.org/10.1108/09564230110382754.
Full textAzab, Carol, Terry Clark, and Cheryl Burke Jarvis. "Positive psychological capacities: the mystery ingredient in successful service recoveries?" Journal of Services Marketing 32, no. 7 (October 8, 2018): 897–912. http://dx.doi.org/10.1108/jsm-11-2017-0407.
Full textSungho Jonathan and 신현희. "A comparison of patients' and service providers' views on failures and recoveries in healthcare services." Journal of Korea Service Management Society 9, no. 4 (December 2008): 89–109. http://dx.doi.org/10.15706/jksms.2008.9.4.004.
Full textWarden, Clyde A., Stephen Chi-Tsun Huang, and Judy F. Chen. "Restaurant Service Failure Recoveries: Role Expectations in a Chinese Cultural Setting." Journal of Hospitality & Leisure Marketing 16, no. 1-2 (April 28, 2008): 159–80. http://dx.doi.org/10.1080/10507050802097057.
Full textEsmark Jones, Carol L., Tyler Hancock, Brett Kazandjian, and Clay M. Voorhees. "Engaging the Avatar: The effects of authenticity signals during chat-based service recoveries." Journal of Business Research 144 (May 2022): 703–16. http://dx.doi.org/10.1016/j.jbusres.2022.01.012.
Full textTsai, 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.
Full textKim, Lonie. "Am I Liable? The Problem of Defining Falsity under the False Claims Act." American Journal of Law & Medicine 39, no. 1 (March 2013): 160–81. http://dx.doi.org/10.1177/009885881303900104.
Full textDissertations / Theses on the topic "Service recoveries"
Martin, Philip Anthony. "Biodiversity-ecosystem service relationships in degraded and recovering ecosytems." Thesis, Bournemouth University, 2014. http://eprints.bournemouth.ac.uk/22035/.
Full textKing, William Alexander. "Teaching how to mentor people recovering from drug and alcohol addiction." Online full text .pdf document, available to Fuller patrons only, 2001. http://www.tren.com.
Full textPickett, Elizabeth Anne. "Program effectiveness among recovering susbance abuse mothers in a treatment program." CSUSB ScholarWorks, 2008. https://scholarworks.lib.csusb.edu/etd-project/3344.
Full textKim, Jeffrey. "Antimicrobial Use and Resistance in Zoonotic Bacteria Recovered from Nonhuman Primates." The Ohio State University, 2016. http://rave.ohiolink.edu/etdc/view?acc_num=osu1460912847.
Full textThierry, Nakia R. "Perceptions of recovering substance abusers and treatment providers on appropriate delivery methods of alcohol and drug treatment services to older adults." Thesis, California State University, Long Beach, 2014. http://pqdtopen.proquest.com/#viewpdf?dispub=1527023.
Full textThis thesis compared the perceptions of older adult recovering substance abusers with the perceptions of alcohol and drug treatment providers on what each sample believed would be the most appropriate delivery methods and locations for alcohol and drug treatment services to individuals 50 years of age and older. Sixty participants, 30 subjects from each sample group, completed a questionnaire created by the researcher. Results showed there were no significant differences in perceptions of older adult substance abusers and drug treatment providers about the most appropriate treatment methods and locations for treatment. Additional findings included suggestions from participants about ways to improve current treatment modalities and locations. Results suggested the need for provider education on age-specific issues faced by the older adult addict.
Weeman, Matthew F. "Changes in Antimicrobial Susceptibility of Fecal Escherichia Coli Recovered From Dairy Cattle on 16 Farms in Ohio 2001-2011." The Ohio State University, 2016. http://rave.ohiolink.edu/etdc/view?acc_num=osu1453542290.
Full textFerestad, Jaysen Nicole. "I'm Not Gonna Be Like That Guy: Exploring the Montana Meth Project Through the Eyes of That Guy." PDXScholar, 2013. https://pdxscholar.library.pdx.edu/open_access_etds/1503.
Full textMulindahabi, Charline. "Democratic decentralisation in Rwanda." University of the Western Cape, 2002. http://hdl.handle.net/11394/7887.
Full textRwandan local government system is currently making an important turning point with the introduction of democratic decentralisation. This study was carried out in order to find out the prospects and challenges of democratic decentralisation in Rwandan context. From Rwanda's independence in 1962 up to the 1999 administrative reforms, local governments, namely communes, have largely failed in their mission of being basic development units. Democratic decentralisation was then introduced to bridge gaps and correct weaknesses that undemined local governance in the past. There are some challenges like generalised poverty in the country, the nonparticipation, and dependence syndrome among citizens that need to be overcome. However, there are also opportunities that ought to be taken advantage if democratic decentralisation is to really take root in Rwanda. The main opportunity is commitment to to democracy and decentralisation by all stakeholders, the national leadership, local authorities and citizens in general. However, democratic decentralisation cannot be attained quickly. It is achieved gradually depending on citizens' understanding and to the availability of the resources. authorities and citizens in general
Wang, Ying-Ying, and 王英櫻. "The Customers'''' Satisfaction on Service Recoveries." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/22653036976138600872.
Full text中國文化大學
國際企業管理研究所
89
ABSTRACT Because the service failure is unavoidable, if service failure occurs during service delivery system, good service recovery can enhance customer satisfaction, establish the relationship with customer, and prevent customer from betraying the brand. But if ser-vice recovery doesn’t execute in effective way, it will increase the opportunity of the customer dissatisfaction. So, to understand what kind of the service recovery is fitting with customer’s demand is very important. Therefore, this research using perceived jus-tice to discuss with the influence of the service recovery way and customer satisfaction to the attitudes. This research refers to the research framework of Tax and Brown (1998), it appears that customer will estimate if he obtains fair treatment from three layers of service recovery. That is “outcome justice”, “procedural justice”, “interactional justice” and it will influence the customer‘s trust and commitment to the enterprise by customer satisfaction. This research is using experiment design framework, totally 54 experiment groups, to direct at the postgraduate students of Chinese Culture University, Soochow Univer-sity, Ming Chuan University randomly dispense questionnaire, totally 736 effective questionnaires. The result appears that (1) After service failure occurs that if the more compensation the higher customer’s perceived justice in outcome justice. If the service provider’s attitude is more cordial, the customer get higher perceived justice in proce-dural justice. (2) Perceived justice is influence to customer satisfaction and when cus-tomer perceived in higher outcome justice, procedural justice, interactional justice, customer received higher satisfaction. (3) Each layer of perceived justice causes differ-ent significant influence to customer satisfaction. The biggest influence is outcome jus-tice ,the next is interactional justice and the last is procedural justice . Outcome justice and interactional justice cause big influence to customer satisfaction. (4) After service recovery , the higher customer satisfaction, the higher trust and commitment of enter-prise. (5) Service failure will influence to service recovery way and perceived justice.
LI, KUEI-YING, and 李桂英. "Service Failures and Service Recoveries- A case study of Dengfeng design studio." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/fqyh62.
Full text明新科技大學
工業工程與管理系碩士在職專班
105
Abstract In order to enable customers to become loyal customers and a clear regional market, Dengfeng design studio actively improved the quality of interior design services and a remedy for the service failures, and adjusted the service recoveries strategy to achieve a comprehensive service effectiveness. An interview outline was set up in this paper and eight design studios in Hsinchu and Miaoli in terms of experience, personal characteristics, scale of operation, professional technology and so on would be selected. Secondly, different service failures were gathered from interviews of the eight design studios that then provided substantive remedial services. Interview outline design was mainly categorized in accordance with the problems of service failures, service recoveries, and remedial effects. According to the demand characteristics of owner repurchase and loyalty, eight design service remedial measures are analyzed, in which are more suitable for remedial. The results of the interviews showed that Dengfeng Design Studio's service remedies were in line with the principle of service recoveries. The owners agreed with the remedial principle, humanization, construction quality risk et al. of Dengfeng's design studio, and the owners will repurchase loyally. Keywords: Service failures, Service recoveries, Remedial effect
Books on the topic "Service recoveries"
Spyrakopoulos, S. K. Service recovery. Service failures and recoveries in financial services: The customers' perspective. Manchester: UMIST, 1996.
Find full textUnited States. Congress. House. A bill to amend the Public Health Service Act, the Employee Retirement Income Security Act of 1974, and the Internal Revenue Code of 1986 to prevent group and individual health insurance coverage and group health plans from seeking to recover more than their costs in cases of third party recoveries. Washington, D.C: U.S. G.P.O., 2000.
Find full textHe humbled himself: Recovering the lost art of serving. Westchester, Ill: Crossway Books, 1989.
Find full textCampbell, James. Recovering Benjamin Franklin: An exploration of a life of science and service. Chicago, Ill: Open Court, 1999.
Find full textBarlow, Janelle. A complaint is a gift: Recovering customer loyalty when things go wrong. San Francisco, Calif: Berrett-Koehler Publishers, 2008.
Find full textUnit, Scotland Effective Interventions. Moving on: Update : employability and employment for recovering drug users. Edinburgh: Effective Interventions Unit, Scottish Executive, 2003.
Find full textMoving on: Education, training and employment for recovering drug users : research report. Edinburgh: Effective Interventions Unit, 2001.
Find full textGeneral Service Office of A.A. A.A. fact file. [U.S: s.n, 1999.
Find full textLeonard, Jason, ed. Creating communities for addiction recovery: The Oxford House model. New York: Haworth Press, 2006.
Find full textFante, Dan. 86'd. New York: HarperCollins, 2009.
Find full textBook chapters on the topic "Service recoveries"
Kim, Kawon, and Melissa A. Baker. "Managing service failure and recoveries." In The Routledge Handbook of Tourism Experience Management and Marketing, 352–60. Abingdon, Oxon ; New York, NY : Routledge, 2020. |Includes bibliographical references and index.: Routledge, 2020. http://dx.doi.org/10.4324/9780429203916-30.
Full textEdell, Julie A. "Consumers’ Responses to Service Failures and Recoveries." In Serviceology for Services, 38–45. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-61240-9_4.
Full textMerayo, Luis A., Javier Alonso, and Jesús Mariño. "Service Clock Recovering in CBR Services: Adaptive vs SRTS." In Broadband Communications, 608–16. Boston, MA: Springer US, 1996. http://dx.doi.org/10.1007/978-0-387-34987-9_51.
Full textBharadwaj, Sangeeta Shah, Sumedha Chauhan, and Aparna Raman. "Achieving Business Agility Through Service-Oriented Architecture in Recovering Markets." In Managing in Recovering Markets, 15–26. New Delhi: Springer India, 2014. http://dx.doi.org/10.1007/978-81-322-1979-8_2.
Full textChmura, Gail L., David M. Burdick, and Gregg E. Moore. "Recovering Salt Marsh Ecosystem Services through Tidal Restoration." In Tidal Marsh Restoration, 233–51. Washington, DC: Island Press/Center for Resource Economics, 2012. http://dx.doi.org/10.5822/978-1-61091-229-7_15.
Full textXia, Yu, Xueyong Xu, Wanyuan Wang, Xiujun He, Weiwei Wu, and Xiaolin Fang. "Recovering Cloud Services Using Hybrid Clouds Under Power Outage." In Green, Pervasive, and Cloud Computing, 496–503. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-64243-3_37.
Full textYang, Feng, Shouyi Zhan, and Fouxiang Shen. "Maintaining and Self-recovering Global State in a Super-peer Overlay for Service Discovery." In Lecture Notes in Computer Science, 847–50. Berlin, Heidelberg: Springer Berlin Heidelberg, 2004. http://dx.doi.org/10.1007/978-3-540-30208-7_120.
Full textHassan, Hussein Abshir, Ikram Abdikarim, Nur Yassin, and Amin. "General Oncology Care in Somalia." In Cancer in the Arab World, 235–49. Singapore: Springer Singapore, 2022. http://dx.doi.org/10.1007/978-981-16-7945-2_15.
Full textSaxena, Krishna G., Kottapalli S. Rao, and Rakesh K. Maikhuri. "Long-Term Tracking of Multiple Benefits of Participatory Forest Restoration in Marginal Cultural Landscapes in Himalaya." In Fostering Transformative Change for Sustainability in the Context of Socio-Ecological Production Landscapes and Seascapes (SEPLS), 61–75. Singapore: Springer Singapore, 2021. http://dx.doi.org/10.1007/978-981-33-6761-6_4.
Full textTanrikulu, Ceyda, and Levent Gelibolu. "Impact of Culture on Service Failures and Service Recoveries." In Handbook of Research on Global Business Opportunities, 229–38. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-6551-4.ch011.
Full textConference papers on the topic "Service recoveries"
"Service clock recovering in CBR services: adaptive vs SRTS." In 1996 International IFIP-IEEE Conference on Broadband Communications, Global Infrastructure for the Information Age. IEEE, 1996. http://dx.doi.org/10.1109/icbc.1996.887828.
Full textJiangjiang Wu, Cong Liu, Songzhu Mei, Jiangchun Ren, Jun Ma, and Zhiying Wang. "A service recovery mechanism by recovering service's data." In 2013 IEEE Conference Anthology. IEEE, 2013. http://dx.doi.org/10.1109/anthology.2013.6784898.
Full textBarreto Fernandes, Francisco António, and Bernabé Hernandis Ortuño. "Usability and User-Centered Design - User Evaluation Experience in Self-Checkout Technologies." In Systems & Design 2017. Valencia: Universitat Politècnica València, 2017. http://dx.doi.org/10.4995/sd2017.2017.6634.
Full textRoy, Suman, John-John Yeung Tack Yan, Navin Budhiraja, and Aeran Lim. "Recovering Resolutions for Application Maintenance Incidents." In 2016 IEEE International Conference on Services Computing (SCC). IEEE, 2016. http://dx.doi.org/10.1109/scc.2016.86.
Full textDan Liu, Jun Wu, and Xiao-xue Liu. "Money talks it? Service recovery's influence on behavior intention." In Industrial Engineering (CIE39). IEEE, 2009. http://dx.doi.org/10.1109/iccie.2009.5223553.
Full textLiu, Jinghong, Decheng Yin, and Qiding Zhu. "A Note on Superconvergence of Recovered Gradients of Tensor-Product Linear Pentahedral Finite Element Approximations." In information Services (ICICIS). IEEE, 2011. http://dx.doi.org/10.1109/icicis.2011.65.
Full textSydora, Christoph, Johannes Jung, and Ioanis Nikolaidis. "A Study of Simple Partially-Recovered Sensor Data Imputation Methods." In 2019 15th International Conference on Network and Service Management (CNSM). IEEE, 2019. http://dx.doi.org/10.23919/cnsm46954.2019.9012748.
Full textXu, Minze, Yuan Zhang, Fengyuan Xu, and Sheng Zhong. "Privacy-Preserving Optimal Recovering for the Nearly Exhausted Payment Channels." In 2021 IEEE/ACM 29th International Symposium on Quality of Service (IWQOS). IEEE, 2021. http://dx.doi.org/10.1109/iwqos52092.2021.9521279.
Full textLiu, Dan, Xiao-xue Liu, and Xiang-gan Zhang. "Notice of Retraction: Service Recovery's Influence on Perceived Justice and Relationship Quality." In 2009 International Conference on Management and Service Science (MASS). IEEE, 2009. http://dx.doi.org/10.1109/icmss.2009.5301472.
Full textAssuncao, Luis, and Jose C. Cunha. "Dynamic Workflow Reconfigurations for Recovering from Faulty Cloud Services." In 2013 IEEE 5th International Conference on Cloud Computing Technology and Science (CloudCom). IEEE, 2013. http://dx.doi.org/10.1109/cloudcom.2013.19.
Full textReports on the topic "Service recoveries"
Kurmann, André, Étienne Lalé, and Lien Ta. Measuring Small Business Dynamics and Employment with Private-Sector Real-Time Data. CIRANO, August 2022. http://dx.doi.org/10.54932/xsph3669.
Full textFreeman, Stanley, and Daniel Legard. Epidemiology and Etiology of Colletotrichum Species Causing Strawberry Diseases. United States Department of Agriculture, September 2001. http://dx.doi.org/10.32747/2001.7695845.bard.
Full textAl-Qadi, Imad, Egemen Okte, Aravind Ramakrishnan, Qingwen Zhou, and Watheq Sayeh. Truck Platooning on Flexible Pavements in Illinois. Illinois Center for Transportation, May 2021. http://dx.doi.org/10.36501/0197-9191/21-010.
Full textHoy, Sarah, Rolf Peterson, and John Vucetich. Ecological Studies of Wolves on Isle Royale Annual Report 2021-2022. Michigan Technological University, April 2022. http://dx.doi.org/10.37099/mtu.dc.wolf-annualreports/2021-2022.
Full textDroby, Samir, Michael Wisniewski, Ron Porat, and Dumitru Macarisin. Role of Reactive Oxygen Species (ROS) in Tritrophic Interactions in Postharvest Biocontrol Systems. United States Department of Agriculture, December 2012. http://dx.doi.org/10.32747/2012.7594390.bard.
Full textVargas-Herrera, Hernando, Juan Jose Ospina-Tejeiro, Carlos Alfonso Huertas-Campos, Adolfo León Cobo-Serna, Edgar Caicedo-García, Juan Pablo Cote-Barón, Nicolás Martínez-Cortés, et al. Monetary Policy Report - April de 2021. Banco de la República de Colombia, July 2021. http://dx.doi.org/10.32468/inf-pol-mont-eng.tr2-2021.
Full textCommunity involvement in reproductive health: Findings from research in Karnataka, India. Population Council, 2004. http://dx.doi.org/10.31899/rh17.1007.
Full textMonetary Policy Report - October 2020. Banco de la República de Colombia, February 2021. http://dx.doi.org/10.32468/inf-pol-mont-eng.tr4.-2020.
Full textMonetary Policy Report - October 2021. Banco de la República, December 2021. http://dx.doi.org/10.32468/inf-pol-mont-eng.tr4-2021.
Full textMonetary Policy Report - January 2022. Banco de la República, March 2022. http://dx.doi.org/10.32468/inf-pol-mont-eng.tr1-2022.
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