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Bidin, Yeop Hussin. "The concept of service recovery : an analysis in the hotel industry." Thesis, Manchester Metropolitan University, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.296483.
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Edström, Andreas, and Beatrice Nylander. "Where Service Recovery Meets its Paradox : A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry." Thesis, Högskolan i Gävle, Företagsekonomi, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-36114.
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Title: Where Service Recovery Meets its Paradox - A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry Level: Student thesis, final assignment for Bachelor Degree in Business Administration Author: Beatrice Nylander & Andreas Edström Supervisor: Patrik Sörqvist Date: 2021 – June Aim: The purpose of this study was to, within the hotel industry, investigate at what level of service recovery the service recovery paradox will come into existence. Method: Two surveys have been conducted where 190 respondents were introduced to a scenario- based service failure in the hotel industry. Survey 1 collected data about the amount of monetary compensation that customers felt they needed post service failure, in order to subsequently feel a little more satisfied than in the case of an error-free service experience (the point for service recovery paradox). In survey 2, customer satisfaction was then measured at three different levels of compensation after service failure. The three levels were the mean from survey 1, mean -1 SD, and mean +1 SD. This with the aim to, in an independent sample, test whether the point for service recovery paradox in survey 1 causes the paradox to arise in survey 2 or not. Result & Conclusions: In the event of a specific service failure in the hotel industry, the level of service recovery paradox, through monetary compensation, was found. Survey 1 (N = 40) determined the compensation level to be SEK 1204. The same compensation level was confirmed as a sufficient level to achieve the service recovery paradox in survey 2 (N = 150). Contribution of the thesis: Service failures are often not completely avoidable, especially not in the hotel industry. This study helps to understand the level of monetary compensation that may be required to achieve the service recovery paradox, in the event of a specific service failure in the hotel industry. The results from this study contribute to guidance in service recovery and give hotel managers knowledge of what monetary compensation level they should apply to restore customer satisfaction and also avoid overcompensation, in case of service failures. Suggestions for future research: Future researchers should assume that service industries and service failures are all unique. Failure scenarios need to be described in detail in order for results to be applicable by managers. Future research may also examine the anchoring effect in order to avoid overcompensation if possible. SRP researchers who examine the hotel industry in particular may investigate the SRP level of additional customer segments that travel; alone, at work, with friends or with children. Although SRP might occur because of service recovery, repurchase intentions might decrease. A major challenge for future researchers will therefore be to measure how customer satisfaction after service failure and recovery stands long term. Another suggestion is to conduct the study again, but with real service failures and with real compensation. Keywords: service failure, service recovery, service recovery paradox, service recovery hotel industry, customer satisfaction
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Riscinto-Kozub, Kristen A. O'Neill Martin. "The effects of service recovery satisfaction on customer loyalty and future behavioral intentions an exploratory study in the luxury hotel industry /." Auburn, Ala, 2008. http://repo.lib.auburn.edu/EtdRoot/2008/SPRING/Nutrition_and_Food_Science/Dissertation/Riscinto-kozub_Kristen_19.pdf.
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Yang, Furong. "De l'échec perçu du service à l'intention de comportement : le rôle de l’attribution et des attentes de compensation sur la satisfaction : une étude empirique dans l'hôtellerie chinoise." Thesis, Université Grenoble Alpes (ComUE), 2018. http://www.theses.fr/2018GREAG004.
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Dans l’hôtellerie, les défaillances de service sont presque inévitables. Pour limiter les conséquences indésirables, les chercheurs et les praticiens se sont concentrés sur l'efficacité de la compensation en cas d'échec. Malgré l'existence de divers modèles de recherche, les comportements des clients comme la rupture de la relation ou la propagation d’un bouche-à-oreille négatif, même après les efforts de récupération, restent à comprendre.Pour répondre à la question de recherche : « Dans le secteur de l'hôtellerie en Chine, dans quelle mesure la satisfaction après compensation de service peut-elle s'expliquer par les attributions et la (dis)confirmation des attentes ? », cette thèse propose un modèle conceptuel basé sur la théorie de l'attribution, le paradigme des attentes-confirmation et la théorie de la justice. Il s'appuie sur deux concepts-clés (attribution et attentes de compensation). Elle présente cinq hypothèses regroupés dans trois ensembles de relations : (1) l’influence de la défaillance du service sur l'attribution des clients, l’influence de l'attribution des clients sur les attentes de compensation et l’influence de la défaillance du service sur les attentes de compensation ; (2) l’influence de la différence entre les attentes de compensation des clients et la compensation effectivement obtenue sur la satisfaction des clients après compensation ; (3) l’influence de la satisfaction des clients après compensation sur les intentions comportementales. Ensuite, selon l'hypothèse d'appariement, nous explorons la relation entre le type de défaillance de service et le type d'attente de compensation du client ; et nous trouvons un certain décalage entre les attentes de compensation et ce qui est effectivement obtenu.Pour atteindre nos objectifs de recherche, nous avons ciblé des clients déclarant avoir eu une ou plusieurs expériences désagréables avec un hôtel au cours des six derniers mois. Au moyen d'un questionnaire en ligne, nous avons recueilli 318 réponses valides et analysé les données avec SPSS25.0. Les résultats montrent que (1) l'attribution de l'échec du service par le client a une influence significative sur les effets de l'échec du service sur les attentes de compensation ; (2) la différence entre les attentes de compensation et la compensation réelle a une incidence sur la satisfaction après la compensation ; (3) la satisfaction du client après la compensation a une influence sur les intentions du comportement ; (4) les types d'attentes de compensation sont influencées par le type de défaillance ; (5) la compensation effectivement obtenue est différente de celle attendue, principalement à cause des hôtels ne fournissant pas les compensations adéquates ou de clients recevant les indemnités non désirées ; ce décalage affecte l'efficacité de la compensation et la satisfaction du client après la compensation.Les résultats permettront aux chercheurs en marketing et aux praticiens de l'industrie hôtelière de mieux comprendre le rôle de l'attribution des clients et de leurs attentes en matière de compensation suite à une défaillance du service ainsi que le processus de compensation des services. Ils pourraient en conséquence élaborer et mettre en œuvre des stratégies de marketing plus localisées et plus satisfaisantes sur le marché chinoisIn the hospitality industry, service failures are almost inevitable. To avoid the undesirable consequences, researchers and practitioners have concentrated on the effectiveness of failure recovery. Despite that various of research models exist in empirical studies, customer behaviors like exiting or spreading negative WOM even after recovery efforts remain unsolved.As an attempt to answer the research question：In the hospitality industry of China, to which extent satisfaction recovery can be explained by client attributions and expectations (dis)confirmation? Why do customers who accept service recovery still leave the service provider or do something that is not good for the service provider? This dissertation proposes a conceptual model based on attribution theory, expectation-disconfirmation paradigm, justice theory. It relies on two key concepts (customer attribution and recovery expectation), and displays five hypotheses in three set of relationships: (1) the influences of service failure on customer attribution, the influences of customer attribution on recovery expectation and, the influences of service failure on recovery expectation; (2) the influences of the difference between customer recovery expectation and obtained recovery on customer satisfaction after recovery; (3) the influences of customer satisfaction after recovery on behavioral intention. And then, according to “matching hypothesis”, we explore the relationship between the type of service failure and the type of customer recovery expectation; and find some mismatch between recovery expectations and obtained.To achieve research objectives, we targeted customers who claimed to have had unpleasant experiences with hotels in the past six months. By means of an online questionnaire, we have collected 318 valid responses and analyzed the data with SPSS25.0. The results show that (1) customer attribution statistically significantly mediates the effects of service failure on recovery expectation; (2) the difference between recovery expectation and obtained recovery affects satisfaction after recovery; (3) customer satisfaction after recovery affects behavioral intentions; (4) types of recovery expectation are influenced by types of service failure; (5) obtained recovery differs from recovery expectation to some extent, mainly because of “hotels not giving appropriate compensations” or “customers receiving undesired compensations” – such “mismatch” or “difference” affects the effectiveness of failure recovery and customer satisfaction after recovery.The findings provide insights for marketing academics and industry practitioners to better understand the role of customer attribution and recovery expectation in service failure and service recovery process. Therefore, more localized and more satisfying marketing strategies are to be expected in the Chinese market
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Lau, Nga Lok. "Service recovery in airline industry." Thesis, University of Macau, 2006. http://umaclib3.umac.mo/record=b1636417.
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Li, Yi-Min. "A service quality performance evaluation model for hotel service." Thesis, University of the West of Scotland, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.283048.
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Xing, Hong. "Service Innovation in Hotel Industry : Case Study of InfoQuest." Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4677.
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Being developed for centuries, Hotel Industry has been in its maturity period for a long time. Confronted with fierce competition and the current global economic crisis, it becomes a hot topic in Hotel Industry how to maintain and raise revenues. By shifting focus from ‘Goods-Dominant Logic’ to ‘Service-Dominant Logic’, Service Science presents a new perspective on value creation and service experience. In this new perspective, value is co-created by various roles, experienced and evaluated by customers. However, the problem is how to implement theories in a specific industry. Focusing on hotel industry, this paper aims to illustrate how service evolves with the development of technology and theory based on the case study of InfoQuest, which is an IT company mainly providing SaberKnot. InfoQuest redefines several economic roles (hotels, IT system provider, local businesses and customers) and relationships among them (from a linear model to a netlike model) where it injects Hotel Industry with new vitality. Both competitive advantages and potential problems that might arise from the service innovation are subsequently discussed. At last, a further analysis is made on the China market in order to show the possibility of that business entering into China.
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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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Jareankieatbovorn, Natthida. "Customer perceptions of service failure, service recovery and loyalty recovery : an investigation into the airline industry." Thesis, Brunel University, 2018. http://bura.brunel.ac.uk/handle/2438/17131.
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Building sustainable customer relationships through effective service recovery is a worthwhile goal for all airline companies in an era of intense competition. Developing service recovery strategies that can strengthen customer loyalty in the event of service failure has become a major challenge for the airline business, but yet has received little attention from academics. To address the dearth in the literature, this study sets out to investigate how customers' perceptions of perceived justice of service recovery and those factors external to the recovery encounter, including service failure attributions and company reputation, impact their loyalty recovery in the airline context. This study uses a quantitative method based on a surrey approach. A selfadministered questionnaire was purposively distributed among airline customers at Suvarnabhumi International Airport in Bangkok, Thailand. The study was tested using data collected from 480 travellers who had previously experienced a full service airline's flight delay in the past 12 months and was analysed with Partial Least Squares Structural Equation Modeling (PLS-SEM). First, the results of this research confirm the robustness of the Expectation Disconfirmation Paradigm (EDP) for understanding customer perceived justice of service recovery in an exchange relationship context by emphasising significant positive effects of all dimensions of justice in restoring positive customer relationships. Second, the findings clarify the interrelationships between postrecovery customer trust, customer's overall company satisfaction and customer loyalty by highlighting the important role of which trust plays in recovering customer loyalty. Third, The results further demonstrate how customer perceived justice of service recovery is contingent upon service failure attributions and company reputation. Lastly, the research provides airline managers with useful guidelines on developing cost-effective service recovery strategies focusing on maximising customer loyalty in different service failure situations.
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MELLO, LEONARDO PIMENTA DE. "ELECTRONIC DISTRIBUTION IN THE HOTEL INDUSTRY: SERVICE DEVELOPMENT FOR INTERNET." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2005. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=7621@1.
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O propósito deste trabalho foi analisar as características
relevantes de
um sistema de distribuição eletrônica para hotéis usando
diretrizes baseadas no
mercado e explorando variantes para diferentes segmentos
de mercado. Neste
estudo, foram entrevistados 116 indivíduos, usuários de
Internet. Os
entrevistados responderam um questionário aplicado pela
Internet. Este
questionário subsidiou a composição do serviço, utilizando
o método de análise
conjunta. Posteriormente, os respondentes foram
segmentados, a partir de suas
utilidades, utilizando a análise de clusters. Os
entrevistados também avaliaram
afirmativas que buscavam corroborar os resultados obtidos
nas análises e
levantar informações adicionais. Na segmentação também
foram utilizados
dados demográficos e psicográficos dos respondentes. Os
resultados revelaram
os atributos relevantes para a composição do serviço e
forneceram subsídios
para a segmentação do serviço para diferentes mercados.The propose of this work was to analyze the optimal combination of attributes for an electronic distribution system for hotels. The study was based on consumer´s interviews and variations for different market segments were explored. In this study, 116 individuals had been interviewed and the questionnaire was applied by the Internet. The questionnaire subsidized the composition of the service using the method of Conjoint Analysis. The utilities obtained in this first part were used to segment the respondents using Clusters Analysis. The respondents had also evaluated some affirmations with the objective to corroborate the previous results and to obtain additional information. Demographics and psychographics data had also been used in the segmentation part. The results had showed the optimal combination of attributes for the composition of the service and allowed the segmentation of service for different markets.
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Czarnecki, Thomas. "Challenges and strategies for the service industry an empirical analysis of risk-reducing signals ; the example of the hotel industry." Hamburg Kovač, 2009. http://d-nb.info/996277943/04.
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Lui, Wai-shan. "Transforming a corporate culture in the service industry case study of a hotel company /." Hong Kong : University of Hong Kong, 1997. http://sunzi.lib.hku.hk/hkuto/record.jsp?B18835958.
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Cândido, Carlos Joaquim Farias. "Implementation of a service quality strategy : application to the Algarve hotel industry." Thesis, Sheffield Hallam University, 2001. http://shura.shu.ac.uk/3171/.
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This dissertation addresses the problem of service quality strategy implementation. The problem has been defined more precisely as how to implement a strategy of quality, which focuses on customers' needs, in a service organisation, or alternatively, as how to integrate coherently a strategy of service quality, centred on the customers, with the requirements and idiosyncrasies of operationalization, in order to make it successful. The nature and scope of this research problem is based in the confluence of the areas of service quality, strategy and strategy implementation. Thus, addressing this problem naturally requires a review of the literature on service quality, on strategy and on strategy implementation. The literature review on service quality revealed, first, that service quality is a function of service quality gaps; second, that there are some models of service quality gaps; and, third, that there are several service quality gaps in the literature which are not integrated into any model; thus revealing a need for an encompassing synthesised model. This dissertation consequently considers the existing service quality gap models and a list of other gaps to propose a comprehensive model. Similarly, the literature review on strategy and on strategy implementation revealed, first, that there is a lack of clear, detailed and general strategy implementation models; second, that existing strategy implementation models can be separated into two distinct types, the static and the dynamic models; and, third, that existing static models exhibit many relevant aspects but differ strongly on the number and on the nature of the aspects included; thus revealing insufficiencies and the need for an integrative effort. The same happens with the existing dynamic models. This dissertation consequently considers several existing models to propose a synthesised static model and a synthesised dynamic model. The synthesised static model is a representation of an organisation, of all aspects relevant for strategy implementation, at a given instant. The synthesised dynamic model is a generic process of strategy formulation and implementation that explicitly addresses the requirements for success. Note that whilst the two kinds of models address the implementation problem from different perspectives they are not in competition. In fact, it is the view of the author that static and dynamic models are complementary and have to be integrated into a "mixed model", in order to provide a better understanding of strategy implementation. Thus, besides the already mentioned three comprehensive models, that have been synthesised, this dissertation goes further to suggest a mixed model which, simultaneously and harmoniously, considers all relevant organisational dimensions and all relevant stages of the strategy process. The model shows what dimensions can be changed and at what stages. It can be adapted to the specific circumstances of any organisation. Such model, unique in the literature, as far as the author is aware, is finally combined with the service quality gap model to propose: (1) a map of the pattern of the quality gaps occurring at each implementation stage; (2) the organisational variables that can be manipulated, at each stage, to prevent and eliminate the gaps; and (3) several relevant implications to practising managers. The gap, static, dynamic and mixed models suggested are confronted with some evaluation criteria and with sample data from the four and five star hotels of the Algarve. The data does not provide evidence against the models thus supporting their validity. This tentative validation of the models thus provides some relevant theoretical contributes to the service quality and strategy implementation literatures. Sample data is also used to describe (1) how these hotels are implementing service quality strategies and (2) how they prevent and eliminate service quality gaps. This description has raised concerns about the absence of a consistent model for the implementation of service quality strategies in many four and five star hotels of the Algarve. It also provides some insights to managers interested in implementing a service quality strategy, especially to those of the Algarve Hotel Industry.
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Cândido, Carlos. "Implementation of a service quality strategy: application to the Algarve hotel industry." Doctoral thesis, EThOS, British Library, 2001. http://hdl.handle.net/10400.1/1924.
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Tese dout., Doctor of Philisophy, Sheffield Hallam University, 2001This dissertation addresses the problem of service quality strategy implementation. The problem has been defined more precisely as how to implement a strategy of quality, which focuses on customers’ needs, in a service organisation, or alternatively, as how to integrate coherently a strategy of service quality, centred on the customers, with the requirements and idiosyncrasies of operationalization, in order to make it successful. The nature and scope of this research problem is based in the confluence of the areas of service quality, strategy and strategy implementation. Thus, addressing this problem naturally requires a review of the literature on service quality, on strategy and on strategy implementation. The literature review on service quality revealed, first, that service quality is a function of service quality gaps; second, that there are some models of service quality gaps; and, third, that there are several service quality gaps in the literature which are not integrated into any model; thus revealing a need for an encompassing synthesised model. This dissertation consequently considers the existing service quality gap models and a list of other gaps to propose a comprehensive model. Similarly, the literature review on strategy and on strategy implementation revealed, first, that there is a lack of clear, detailed and general strategy implementation models; second, that existing strategy implementation models can be separated into two distinct types, the static and the dynamic models; and, third, that existing static models exhibit many relevant aspects but differ strongly on the number and on the nature of the aspects included; thus revealing insufficiencies and the need for an integrative effort. The same happens with the existing dynamic models. This dissertation consequently considers several existing models to propose a synthesised static model and a synthesised dynamic model. The synthesised static model is a representation of an organisation, of all aspects relevant for strategy implementation, at a given instant. The synthesised dynamic model is a generic process of strategy formulation and implementation that explicitly addresses the requirements for success. Note that whilst the two kinds of models address the implementation problem from different perspectives they are not in competition. In fact, it is the view of the author that static and dynamic models are complementary and have to be integrated into a “mixed model”, in order to provide a better understanding of strategy implementation. Thus, besides the already mentioned three comprehensive models, that have been synthesised, this dissertation goes further to suggest a mixed model which, simultaneously and harmoniously, considers all relevant organisational dimensions and all relevant stages of the strategy process. The model shows what dimensions can be changed and at what stages. It can be adapted to the specific circumstances of any organisation. Such model, unique in the literature, as far as the author is aware, is finally combined with the service quality gap model to propose: (1) a map of the pattern of the quality gaps occurring at each implementation stage; (2) the organisational variables that can be manipulated, at each stage, to prevent and eliminate the gaps; and (3) several relevant implications to practising managers. The gap, static, dynamic and mixed models suggested are confronted with some evaluation criteria and with sample data from the four and five star hotels of the Algarve. The data does not provide evidence against the models thus supporting their validity. This tentative validation of the models thus provides some relevant theoretical contributes to the service quality and strategy implementation literatures. Sample data is also used to describe (1) how these hotels are implementing service quality strategies and (2) how they prevent and eliminate service quality gaps. This description has raised concerns about the absence of a consistent model for the implementation of service quality strategies in many four and five star hotels of the Algarve. It also provides some insights to managers interested in implementing a service quality strategy, especially to those of the Algarve Hotel Industry.
FCT, FEUALG, UALG
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Ramadan, Ayad G. A. "Exploring service recovery and justice theory in the Libyan airline industry." Thesis, University of Gloucestershire, 2012. http://eprints.glos.ac.uk/664/.
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The services industry is the fastest growing sector of the global economy, and central to its success. This research is concerned with observations of service recovery and its impact on customer satisfaction, and focuses on recovery after service failure, including factors such as compensation, speed, and apology, and their effect on customer perceptions of justice, including distributive, procedural and interactional justice. This exploratory and explanatory study seeks to provide information and understanding of the impact of service recovery and customer satisfaction on each other, by investigating the effect of service failure and recovery on customer perceptions of justice in two Libyan airlines. The theoretical framework of the study is derived from the literature, and is based on a set of interlinking relationships between elements of service recovery (apology, speed and compensation), their effect on customer perceptions of justice (interactional, distributive and procedural) and their logical outcome, which is customer satisfaction. Central to the framework is the conceptualisation of a model of service failure, perceptions of justice, and service recovery as a single continuous process which has as its outcome a level of customer satisfaction. The study starts from the theoretical view point that justice is a necessary component of customer satisfaction, and uses a questionnaire to collect data relevant to the three issues (service recovery, justice and customer satisfaction), which appear in the theoretical model. A total of 584 questionnaires were distributed to the customers of two Libyan airlines at Tripoli‟s international airport, collecting data customer perceptions of service failure recovery efforts. The statistical package SPSS was employed to analyse the raw data and the findings represent a set of relationships established between elements of service recovery and perceptions of justice. The study represents a contribution to knowledge about the relationships between service recovery and justice, using data collected in a developing country and in an industry of vital importance to national development yet opens to international competition. Theoretical and methodological contributions in the form of the study‟s model and questionnaire establish a basis for further research into this area in other developing countries and other industries.
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By, Angelica, and Elisabeth Kaspersson. "An empirical thesis of service recovery in the package holiday industry." Thesis, Karlstads universitet, Handelshögskolan, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-66153.
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Purpose: The aim of this thesis is to gain an understanding what it is within the vacation offering that makes certain customers dissatisfied with a service recovery effort. Design/methodology/approach: The basis of the thesis is a qualitative approach since we want to gain an understanding about what it is in the service failure and service recovery that make customers dissatisfied. Although, a quantitative approach will be used as a supplement to the qualitative approach in order to seek patterns that we can interpret. By combining these approaches, it should enable us to gain an understanding about the customer’s dissatisfaction. Findings: The study found that the package holiday organizations seem to handle the service recovery process well. Therefore, we propose that when a negative emotion occurs, the customer’s glorification of the offerings benefits get destroyed, creating their dissatisfaction. This makes it hard for the organization to perform a successful service recovery no matter the severity of the service failure since the hedonic values the customer was seeking becomes lost. Furthermore, the customers create expectations when seeking hedonic values, which make it difficult for the organizations to perform their initial offering successfully. We also emphasize the need of an expansion of the service recovery framework. There is a need of a shift from the organizations efforts to the customers experience within the service recovery process. Research limitations/implications for future research: This thesis emphasizes the need for further research concerning how organizations can perform a successful service recovery when hedonic values are a part of the offering. Hence, the focus in future research could be to develop methods for performing service recovery when hedonic values are in play. Furthermore, this thesis could only give propositions about what is causing the customers dissatisfaction, but could not find any core happenings causing the customers dissatisfaction. Therefore, future research could focus to gain a deeper understanding about what source that has caused the customers dissatisfaction. Furthermore, other dimensions surrounding the customers experience needs to be taken into consideration in future research. Practical implications: When hedonic values are in play, the customer’s expectations for the product or service becomes high. Therefore, 6 organizations face a lot more pressure when providing their service or, if a failure has occurred, service recovery. Keywords: service failure, service Recovery, justice dimension, hedonic values, satisfaction
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Lui, Wai-shan, and 呂慧珊. "Transforming a corporate culture in the service industry case study ofa hotel company." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1997. http://hub.hku.hk/bib/B31268183.
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Ladkin, Adele. "An analysis of the career paths of hotel managers in the UK." Thesis, University of Surrey, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.307739.
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Fredriksson, Sara, and Anna Schmidt. "Where are you? : A qualitative investigation of self-service technology in the hotel industry." Thesis, Umeå universitet, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-161229.
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Throughout the last years, the service encounter has gone through drastic changes due to rapid technological developments. The research area of service marketing is therefore putting a stronger focus on the academic field of technology-infused service encounters. Marketers have moreover also started to implement self-service technology (SST) within their service encounters, in order enhance their service delivery. This phenomenon has also been visible within the hospitality industry, whereby the hotel industry has experienced an increasing adoption of SST encounters. Consequently, hotels’ implementation of SST kiosks has enhanced the hotel guests’ participation level within the service encounter. Therefore, this thesis aims to gather insights on the emerging SST customer roles, by investigating the guests’ attitude towards the SST encounter. This leads to the investigation of distinctive SST customer roles within hotels’ self-check-ins. The choice of the research topic was driven by the fact that existing research about SST implementation in the service encounter, lacks an investigation of the customers’ perspective. Thereby, a research gap was identified that outlays the customers’ enhanced participation as service co-producers. Previous research has focused on investigating customers’ technology acceptance, rather than their own identification as co-producers. Thereof, this thesis will put an emphasis on hotel guests’ attitude towards SST, as a specific aspect of the technology acceptance process. Moreover, this thesis will focus its investigation on self-check-ins within hotels that do not incorporate a human interaction point for their guests. Consequently, in order to investigate the SST customer roles more thoroughly, this thesis will also consider the viewpoint of the hotel. Therefore, qualitative interviews among nineteen hotel guests and one hotel representative were conducted. The findings of this thesis revealed that SST customer roles cannot be predetermined within a hotel self-check-in. Instead, the hotel guests define their own SST customer roles through a reflection upon their purpose of the hotel stay, expectations of the check-in encounter, arising special needs and perceived benefits of the self-check-in. This determines their individual ‘role file card’, which can be utilized into the proposed SST customer roles archetypes of: technology enthusiast, beneficiary, traditionalist and contradictor. In regard to that, it has been identified that the information provided prior to the hotel guests’ stay, influences the reflection upon their SST customer roles. Moreover, it was discovered that with their increased responsibility over the check-in process, the hotel guests identified themselves as co-producers. Therefore, the findings outlined that the guests would want the price of the hotel stay to reflect their increased involvement in the service delivery. From a theoretical perspective this thesis bridged the identified research gap of investigating hotel guests’ attitude towards SST, in order to classify the different customer roles that arise within a hotel’s self-check-in. Moreover, the findings revealed practical implications for hotel managers in regards of the need to provide their guests with more information about the SST encounter. Thereby, hotel managers will be enabled to increase their guests’ satisfaction with the SST encounter, as the guests’ expectations would be coherent with the hotel’s offerings.
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Leymaster, Keri A. "An analysis of the involvement and impact of the hotel industry in public horticulture." Access to citation, abstract and download form provided by ProQuest Information and Learning Company; downloadable PDF file, 113 p, 2008. http://proquest.umi.com/pqdweb?did=1597632121&sid=5&Fmt=2&clientId=8331&RQT=309&VName=PQD.
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Başara, Meltem. "Cultural influences on service quality expectations evidence from the hotel sector in Germany and Spain /." View electronic thesis (PDF), 2009. http://dl.uncw.edu/etd/2009-3/rp/basaram/meltembasara.pdf.
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Alotaibi, Eid. "An examination of interaction quality in service encounters in the hotel industry : a customer perspective." Thesis, University of Surrey, 2011. http://epubs.surrey.ac.uk/804431/.
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Mohamad, Mahadzirah. "A study of market orientation in the UK hotel industry : the consequences of satisfying service employees." Thesis, University of Exeter, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.244416.
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Bhuian, Dider. "The Impact of Service Quality on Customer Satisfaction in Hotel Business Development : Correlation Between Customer Satisfaction and Service Quality." Thesis, Karlstads universitet, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-85534.
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This research aimed to study the correlation between customer satisfaction and service quality in the hotel business. It also outlines the significance of understanding customer satisfaction and how customers distinguish service delivery. Customers have changed prospects based on their consideration of service or product quality. This factor is an indication that a customer determines the quality of service in the hotel industry. Also, the five-dimensional aspects of service quality (empathy, reliability, tangibles, responsiveness, and service assurance) impact service quality and customer satisfaction. This research empirically studied the connection between service quality and customer satisfaction in Best Western Princess Hotel in Norrköping, Sweden. Out of the 100 questionnaires sent to respondents, a total of 80 questionnaires were returned. This data, therefore, formed the basis for our analysis. The study entailed the use of qualitative descriptive research. Open-ended questionnaires were used for data collection. The statistics were coded and analysed using the statistical package for social sciences (SPSS) software. The study also contains appropriate recommendations similar to conclusions regarding the research problem. Evaluation of the outcomes shows that responsiveness, empathy, assurance, and reliability significantly influence customer satisfaction hence determining the nature of services provided. This research indicates a close correlation between service quality, the five-dimensional aspects, and customer satisfaction.
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Strinnholm, Ellinor, and Emma Söderstjerna. "En studie om empowering ledarskap och service recovery inom restaurangbranschen." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-33095.
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Title: A study on empowerment leadership and service recovery in the restaurant industry. Level: Student thesis, final assignment for bachelor’s degree in business administration Authors: Ellinor Strinnholm and Emma Söderstjerna Supervisor: Svante Brunåker and Monika Wallmon Date: 2020 – June Aim: This study interprets empowering leadership's impact on frontline staff's initiative in service recovery in the restaurant industry. Method: Through a qualitative-phenomenological approach, semi-structured interviews have been conducted with both frontline staff in the restaurant industry as well as managers. Through a thematic analysis, connections were made between themes in the respondents' statements and Spreitzer's four dimensions. Result & Conclusions: The results indicate that frontline staff do not feel that Spreitzer's four dimensions of empowerment leadership, are met. Instead, the study found that authoritarian leadership in various forms is implemented at all restaurants in the study, despite the fact that empowerment leadership is in demand. Contribution of the thesis: The study contributes with frontline staff's views on empowerment leadership as well as key drivers for increased staff performance. In addition, the problems in the restaurant industry are highlighted today and how these can be linked to a certain kind of leadership. Suggestions for future research: For future research, we recommend exploring further why empowerment leadership is not implemented in the restaurant industry today.
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Ayertey, Samuel Baah. "An evaluation of online service failures and recovery strategies in the UK fashion industry." Thesis, University of Plymouth, 2018. http://hdl.handle.net/10026.1/12823.
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The emerging digital economy has brought about new paradigms for retailing. Consumers across the world face new opportunities and challenges as the Internet, the driving force of the new economy, has given rise to online fashion retailing as a new and increasingly popular way for retailers to sell clothing in the twenty-first century. Along with this opportunity comes the challenge of identifying and rectifying service failures. In spite of a proliferation of the number of studies on service failure and recovery in e-service settings, there is a paucity of knowledge in terms of how service failure and recovery practices are implemented in the fashion industry. The purpose of this study is to examine service failure and recovery strategies that are particularly effective in online marketing environments. As such, the conceptual framework that governs this research focuses on outcome- and process-related service failure and perceived justice theory. The specific focus of the study is the UK fashion industry. Due to the absence of touch-and-feel experiences that traditionally define the retail sector, and the absence of a salesperson in online retailing environments, the potential for service failure is amplified. Using a grounded theory methodology, data were collected via a series of semi-structured interviews and open-ended questionnaires with customers who had recent experiences of online shopping. These participants provided insights into online service failures and generated ideas about recovery performances in the UK fashion industry. Interviews were not audio-taped since permission to do this was not obtained. Instead, hand-written notations were taken and later analysed using the three-stage grounded theory approaches of open, axial and selective coding. The interviews were informed by the questionnaires which were designed to sensitise and gain access to participants, and these subsequently guided the semi-structured interviews that followed. Through a constant comparative method of open coding of interviews and questionnaires, eight open categories with unique attendant properties and dimensions emerged and these were subsumed into six main categories as a consequence of axial coding. The paradigm model was used to establish relationships amongst the categories. This formed the basis for selective coding which identified the core category and its relationships with the sub-categories and these were verified to develop a substantive theory of service failure and service recovery strategies. The practical implications highlighted by the study include the need for service managers to design online recovery strategies that meet customer needs in terms of interactional justice. The commitment to developing bespoke recovery strategies rather than applying standardised emails and texts that communicate politeness, concern and empathy to customers, and training customer services staff to provide live chat services to deliver interactional justice will ensure that customers are satisfied with online service recovery. Managerially, this study will benefit practitioners in many ways. Employees will be aware of the aspects that should be taken into consideration in recovering service failure. Employees can use the observations here to offer fair compensation, user-friendly procedures and effective communication to online fashion customers in the event of service failure. This will mitigate rates of dissatisfied customers switching to other online fashion retailers, and customers will appreciate proactive actions taken to recover failed service. The study builds upon previous research and fills a knowledge gap since it is the first of its kind to attempt systematically to combine service failure and service recovery literature together with perceived justice theory and, grounded theory to study customer evaluations of service failure and recovery. It is the first thesis to offer relevant recommendations to online fashion retailers that are informed by the approach described here. The substantive theory demonstrates that technology-mediated communications function as effective online service recovery strategies. Customer perceptions of fairness towards service failures and recovery strategies can improve customer satisfaction, reduce customer switching behaviour and encourage positive customer behavioural intentions. The study contributes to a new approach to better understanding the dynamics of service failures and recovery strategies in the service industry.
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Wu, Hung-Che. "An empirical study of behavioural intentions in the Taiwan hotel industry." Lincoln University, 2009. http://hdl.handle.net/10182/1793.
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The issue of behavioural intentions has attracted the attention of hotel marketers and academics because favourable behavioural intentions help hotels to retain customers. The marketing literature has identified that service quality, perceived value, image, customer satisfaction and demographic variables are significant determinants of behavioural intentions. This suggests that behavioural intentions are a multi-dimensional concept. Despite the importance of behavioural intentions, there is limited research on this construct in the hotel industry. The aim of this research was to gain an empirical understanding of behavioural intentions in the Taiwan hotel sector. A multi-level model was used as a framework for the analysis. The dimensions of service quality as perceived by hotel customers were identified through the literature review and focus group discussions. Hypotheses were formulated and tested to examine the interrelationships between behavioural intentions, service quality, customer satisfaction, perceived value and image, and to determine if perceived value plays a moderating role between service quality and customer satisfaction. Finally, customer perceptions of these constructs were compared based on demographic factors such as age, gender and income. The findings of this study were based on the analysis of a sample of 580 customers who had stayed at a five-star hotel in Kaohsiung City of Taiwan. Support was found for the use of a multi-level model and the primary dimensions: Interaction Quality, Physical Environment Quality and Outcome Quality, as broad dimensions of service quality. The 12 sub-dimensions of service quality, as perceived by hotel customers, were identified. These were: Employees’ Conduct, Employees’ Expertise, Employees’ Problem-Solving, Customer-to-Customer Interaction, Décor & Ambience, Room Quality, Availability of Facility, Design, Location, Valence, Waiting Time and Sociability. The results indicated that each of the primary dimensions varied in terms of their importance to overall perceived service quality, as did the sub-dimensions of the primary dimensions. In addition, the statistical results supported a relationship between perceived value and service quality, image and service quality, customer satisfaction, perceived value, image and service quality, and behavioural intentions, image and customer satisfaction. The results also revealed that customer perceptions of the constructs were primarily affected by their purpose of travel and occupation. The results contribute to the services marketing theory by providing an empirically based insight into the service quality, perceived value, image, customer satisfaction and behavioural intentions constructs in the Taiwan hotel industry. This research also provides an analytical framework for understanding the effects of the three primary dimensions on service quality and the effect of service quality on constructs, such as, perceived value, image, customer satisfaction and behavioural intentions. This study will assist the management of the hotel industry to develop and implement a market-oriented service strategy in order to achieve a high quality of service, upgrade customers’ levels of satisfaction, and create favourable future behavioural intentions.
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Getnet, Hailu Tekeher, and Muhammad Rizwan Malik. "Molding the Behavior of Aggressive Customers : Case Study of Björken Hotel Umeå, Sweden." Thesis, Umeå universitet, Företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-59603.
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Organizations have to understand the customer very well if they want to exist in business. Thisunderstanding of the customer will help organizations to act accordingly. More specifically hotelservices are characterized by frequent interaction with the customers. Thus, these frequentcontacts with the customers may lead to experience dissatisfaction/ frustration when things gowrong. Accordingly, it is important to find out the reasons for such negative emotions andmeasures to be taken to mold these behaviors.For this reason, the aim of our master‟s thesis is to identify reasons for customer aggression andconsiderable mechanisms to put in place for, how customer service employees mold the behaviorof aggressive customers through emotional labor while delivering services in hotels. This impliesthat major motives are mentioned based on some of the routine interactions, from the serviceitself and others outside the service delivery process. In addition, customer service employees‟(CSEs) key mechanisms used to react positively to such emotions due to customers‟dissatisfaction/ frustrations are assessed. Moreover, to fulfill the aim of the research, the hotelindustry has been chosen from which sample customers and service employees are also selected.In this regard, survey questions from a sample of customers and interviews held with selectedcustomer service employees (CSEs) were used as data collection tools from one of the hotelslocated in Umeå. The result of the findings helps to identify the most common types of reasonsfor customer aggression during interaction; lack of assistance from CSEs, noisy customeraround, lack of punctuality and billing errors are the common reasons for customer aggressionfrom the respondents‟ point of view. While interview results revealed that customer‟s ownpersonal reasons due to the prior emotional state of the customer (Antecedent State) are causes ofaggression during service provision. On the other hand, in molding such behaviors, emotionallabor is found to be fundamental tool in services, where surface acting emotional labor is themost widely used mechanism while delivering services to mold the customer aggression, angerand dissatisfaction into happier and more satisfying situations for the customers.We believe the study complements the existing research by extending and bridging on customeraggression and in response emotions to be applied to mold such behavior in hotel services. Keywords: Hotel industry, Emotional labor, Aggression, Anger, Customer serviceEmployees (CSE)
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Pahome, Thanadon, and Narat Amorntatkul. "How sensory marketing applies to the hotel and restaurant industry in order to influence customer’s behaviour in Thailand." Thesis, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-12634.
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Hanif, Basharat, and Hammad Saleem. "How Customer Support Service works for small companies in hospitality industry in Sweden? : A study of a small hotel in Karlstad." Thesis, Karlstads universitet, Handelshögskolan, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-30784.
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Bunzel, Dirk. "Real numbers, imaginary guests, and fantastic experiences : the Grand Seaside Hotel and the discursive construction of customer service /." View thesis, 2000. http://library.uws.edu.au/adt-NUWS/public/adt-NUWS20031121.101443/index.html.
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Thesis (PhD) -- University of Western Sydney, 2000.Includes index. "November 2000" "Submitted in fulfillment of the requirements for the degree, Doctor of Philosophy, University of Western Sydney" Bibliography: leaves 321- 345.
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Huang, Peichun, and 黃珮淳. "The Influence of Service Recovery on Customer Loyalty：Moderating Effect of Service Failure- A Study of Hotel Industry." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/08600541510836244547.
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碩士國立臺北大學
企業管理學系
99
Hotel Star Rating held by Tourism Bureau of the ROC Ministry of Transportation and Communications was the first time in 2009. Assessing by the hotel’s building facilities and service quality, hotels can promote entire quality of service. Hotel’s service quality becomes more important. Because of the characteristics of service, it was unavoidably to occure the complaint and unsatisfication that service failure made. The purpose of this study is to investigate in different types of service failure, understand the influence of service recovery on customer loyalty, and tell service providers how to adopt right service recovery to effectively increase customer loyalty, when service failure occurs. In this study, with the customer's point of view to investigate customer's perception and feelings of service failure. To further investigate the moderating effect of service failure types between service recovery and customer loyalty, we use scenario design. This study results indicate that both psychological recovery and tangible recovery positively affect customer loyalty. When the service failure types is service delivery system failures, the influence of psychological recovery on customer loyalty is less than the influence of tangible recovery on customer loyalty. When the service failure types is employee response to customer needs and requests, the influence of psychological recovery on customer loyalty is greater than the influence of tangible recovery on customer loyalty. When the service failure types is unprompted employee actions, the influence of psychological recovery on customer loyalty is greater than the influence of tangible recovery on customer loyalty.
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Nyirangondo, Marie Celine. "The perception of customer service in the hotel industry in Pretoria." Diss., 2020. http://hdl.handle.net/10500/26810.
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Abstracts in English, Southern Sotho and ZuluThe primary objective of the study was to explore customers’ perceptions of the service quality provided in the hotel industry, in Pretoria. Considering the growth of the hotel industry in Pretoria, this study revealed that customers expect to receive a high level of service quality, which will lead to customer satisfaction and produce a positive perception of hotel service. An exploratory research design was adopted in this study and qualitative data were collected through interviewing customers of a hotel. In terms of limitations, this study was conducted at one selected hotel in Pretoria. Atlas.ti software was used to analyse collected data. The analysis of the data identified a number of specific themes that were relevant to shaping the perceptions of the respondents, in terms of service quality and their satisfaction with the service quality received. The themes supported existing literature in terms of the factors influencing perceptions of service and the specific influences within those themes were elaborated on, leading to recommendations for managing service quality perceptions in the hotel industry.
Maikemišetšomagolo a dinyakišišo e bile go utolla maikutlo a badiriši mabapi le boleng bja ditirelo tše di abiwago ka intastering ya dihotele ka Pretoria. Ka ge di hlokometše kgolo ya intasteri ya dihotele ka Pretoria, dinyakišišo tše di utollotše gore ba emetše go hwetša ditirelo tša boleng, tšeo di tlago feletša ka go kgotsofala ga badiriši le go tšweletša maikutlo a makaone a tirelo ya dihotele. Tlhamo ya dinyakišišo tša go utolla e dirišitšwe ka mo dinyakišišong tše gomme tshedimošo ya boleng e kgobokeditšwe ka go botšiša badiriši ba dihotele dipotšišo. Mabapi le mellwane, dinyakišišo tše di dirilwe ka hoteleng e tee yeo e kgethilwego ka Pretoria. Softewere ya Atlas.ti e šomišitšwe go sekaseka tshedimošo ye e kgobokeditšwego. Tshekatsheko ya tshedimošo e utollotše merero ye mmalwa ye itšego yeo e bego e le maleba mabapi le go beakanya maikutlo a baarabi, mabapi le boleng bja ditirelo le go kgotsofala ga bona mabapi le boleng bja ditirelo tšeo di hweditšwego. Merero e thekgile dingwalwa tše di lego gona mabapi le mabaka ao a huetšago maikutlo ka ga ditirelo gomme dikhuetšo tše itšego ka gare ga merero yeo di hlathollotšwe, gomme se sa feletša ka ditšhišinyo tša go laola maikutlo ka ga boleng bja ditirelo ka intastering ya dihotele.
Inhloso enkulu yalolu cwaningo kwakuwukuhlola imibono yamakhasimende ngekhwalithi yesevisi enikezwa embonini yamahhotela, ePitoli. Uma kubhekwa ukukhula komkhakha wamahhotela ePitoli, lolu cwaningo luveze ukuthi amakhasimende alindele ukuthola izinga eliphakeme lezinsizakalo, okuzoholela ekwanelisekeni kwamakhasimende futhi kuveze umbono omuhle wensizakalo yamahhotela. Lolu cwaningo oluchazayo lwamukelwe kanti lakhelwe phezulu kwemininingwane ebhekelele ubunjalo besimo yaqoqwa ngokuxoxisana namakhasimende asehhotela. Ngokwemikhawulo, lolu cwaningo lwenziwe ehhotela elilodwa elikhethiwe ePitoli. Kusetshenziswe isofthiweye noma uhlelo lokusebenza elibizwa nge-Atlas.ti ukuhlaziya imininingwane eqoqiwe. Ukuhlaziywa kwedatha kukhombe izingqikithi ezithile ebezifanele ukwakhela imibono yabaphenduli, ngokuya ngekhwalithi yesevisi nokweneliseka kwazo ngekhwalithi yesevisi etholakele. Izindikimba zisekele imibhalo ekhona ngokwezinto ezinomthelela emibonweni yesevisi kanye nemithelela ethize kulezo zingqikithi yachazwa kabanzi, okuholela ezincomweni zokuphatha imibono yekhwalithi yesevisi embonini yamahhotela.
Business Management
M. Com. (Business Management)
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TruongSa, Nguyen Thi, and 阮氏長沙. "The Influence of Service Recovery on Customer Satisfaction: An Application of QFD and ANP on the Hotel Industry in Vietnam." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/24947492928816594318.
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碩士國立成功大學
國際經營管理研究所
103
Research in service recovery has attracted serious attention in the recent past. However, very limited research has focused on making service recovery from customer and expert perspectives simultaneously. This study aims to bridge this gap by adopting a Quality Function Deployment (QFD) approach that integrate Analytic Network Process (ANP) method. Among five major groups of service failure in the hotel, customers perceived the highest important ranking on “Guestroom” (EV=0.289), followed by “Arrival, Billing and Departure” (EV=0.271), “Restaurant, Food and Beverage” (EV=0.197), “Staff” (EV=0.152) and “Facilities and Other services (EV) =0.091. In term of service recovery, the results show that, the most effective action is “Immediately correct problem” with the percentage priority of 19.8 percent. The next effective recovery is “Apology” with 19.5 percent. The rest of the actions in descending order of effectiveness are following: Replacement (12.1%); Discount (9.9%); Managerial intervention (9.6%); Explanation (9.3%); Do nothing (9.1%); Upgrade/ change room (6%) and the last one Free additional service (4.7%). For the correlation between service recovery solutions that appear in the roof of House of Quality (HOQ). From hotel manager’s point of view, when solving problem, to raise the effectiveness of recovery actions, hotel need to combine at least to actions. The action of “Apology” often accompanies with other compensations especially intangible compensation such as “Explanation”, “Immediately correct problem”, “Managerial intervention”, “Replacement” and “Do nothing”. Because in this situation, customers are more satisfied with the reaction of the apology from staff with smile and good attitude and other accompanied actions. In relation with action of “Do nothing”, “Apology” “Explanation” can accompanies with. For example, the failure is related to the behavior of staff, no compensation more effective than “Apology”.
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Chou, Yu-che, and 周毓哲. "A STUDY ON THE EFFECTS OF SERVICE RECOVERY AND PERCEIVED JUSTICE ON CUSTOMER SATISFACTION AND REPURCHASE INTENTION─WITH THE HOTEL INDUSTRY AS AN EXAMPLE." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/74996191114774442283.
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碩士大同大學
事業經營研究所
90
Services often perform in the customer’s presence, so errors are inevitable. Customers often react strongly to service failures, so it is critical that an organization’s recovery efforts be equally strong and effective. According to the definition of Tax and Brown, service recovery is a process that defines service failures, effectively resolves customer problems, classifies their roots, and yields data that can be integrated with other measures of performance to access and improve the service system. Although service recovery is recognized by researchers and managers as a critical element of customer service strategy, there are few theoretical or empirical studies of service failure and recovery issues. Previous research on service recovery had focused on developing classification schemes and providing correlational support for the effect of service recovery on customer satisfaction. Prior researches in evaluating satisfaction uses disconfirmation between expected service of customers and perceived service of customers as criteria. The research about service recovery is often focused on classification and influence factors of service, the relationship between service recovery and satisfaction, satisfaction and purchase intention rather than the relationship between the customers satisfaction after service recovery and repurchase intention. Hence, this student wants to use the model of Smith, Bolton, and Wanger that integrated perceived justice to verify this study and find out the service recovery ways that are suitable for customer satisfaction and repurchase intention. This study uses “A model of customer satisfaction with service encounters involving failure and recovery” proposed by Smith, Bolton, and Wanger to discuss the relationship between service recovery and customer satisfaction, but make some correction, that is, erase the failure context. Service mistakes do not directly affect customer satisfaction, but indirectly affect customer satisfaction based on different perceived justice. The finding shows that distributive justice is influenced by compensation, procedural justice is influenced by response speed, and interactional justice is influenced by apology and imitation. Besides, this student adds repurchase intention to discuss the relationship between the whole satisfactions and repurchase intention. Our research employs a mixed-design experiment using a survey method. Using four service recovery attributes (compensation, response speed, apology, and initiation) as independent variables to design a 2×2×2×2, that is, 16 scenarios to measure dependent variables (customer satisfaction and repurchase intention) and use perceived justice as intervening variable. The subjects of this study are college students of the department of business management at TTU and graduate students of its MBA program. 150 subjects are surveyed, 131 questionnaires received. This study uses ANOVA, MANOVA and regression to do data analysis and finds that compensation would affect the satisfaction of distributive justice, response speed would affect the satisfaction of procedural justice, and both apology and initiation would affect the satisfaction of interactional justice. In the aspects of perceived justice, customer satisfaction, and repurchase intention, the main causes resulting in customer satisfaction are distributive justice (compensation), procedural justice (response speed), and interactional justice (apology). Furthermore, this student can know that after service recovery based on different perceived justice would have a positive effect on customer satisfaction and repurchase intention. In the aspects of customer satisfaction and repurchase intention, different service recovery attributes would result in different repurchase intention. The more customer satisfaction will lead to the more repurchase intention. When firms are engaged in service recovery process, they should make customers all satisfied with distributive justice, procedural justice, and interactional justice. Because the limited of resource, they should set a priority. This study suggests that firms should first emphasize procedural justice of response speed, secondly, emphasize distributive justice of compensation, and finally, emphasize interactional justice of apology. Service mistakes are inevitable; firms should take service mistakes into consideration during service process and in measuring service should also take service recovery as an indicator. Society changes fast, so, this study suggests that firms should take distributive justice, procedural justice, and interactional justice as a starting point to think about any new service recovery attributes except for looking and improving compensation, response speed, apology, and initiation.
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Tuntirattanasoontorn, Nida. "Service quality improvement in the hotel industry." 2005. http://arrow.unisa.edu.au:8081/1959.8/81620.
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Paper I: The overall objectives of this research paper are to analyse previous studies and to review the literature regarding service quality improvement in the hotel industry from various kinds of studies and sources in order to ascertain the following things: service quality and its determinants, service quality model, quality improvement model, the approaches for service quality improvement, the factors affecting service quality improvement, and the critical success factors as well as the barriers to success for service quality improvement. These objectives will lead to a better understanding of the various aspects of service quality improvement in the hotel industry. This is one of three research papers on the topic and can be used as a knowledge base for Research Paper II and Research Paper III.Paper II: At present, hotels in Thailand have been experiencing dramatic changes, leading hotel practitioners to pay attention to service quality improvement. Empirical research, using in-depth face-to-face interviews, has been conducted to examine service quality improvement in the Thai hotel industry. Thirty hoteliers were recruited from five-star hotels in Bangkok, Thailand- Thai hotel chains and international hotel chains- to find out their problems in customer service, their interest in it, what they were doing about it, their critical success factors, barriers to success, what should be done to overcome these problems and what more could be done to continue to improve service quality. Respondents were top and middle management because they work directly within the hotel in order to affect overall service quality.
Though service quality improvement initiatives in the Thai hotel industry are successful to some extent according to respondents' views, the findings, however, indicate hotels in Thailand might not exactly understand their problems or misallocated their resources to solve the problems. Therefore, hotels have to increasingly solve customer service problems, improve quality initiatives, and create more quality programs based on present experiences and expertise. This could suggest that hotels should place more resources in the improvement of communication and customer expectation studies as major aspects in the future.
Paper III: The effective system for service quality improvement in the Thai hotel industry that is proposed in Research Paper III was developed from the literature review and the empirical findings from the second research study together with the third research study. This system will be used as a framework to present the implications of service quality improvement in the Thai hotel industry for hotel practitioners to build upon and improve their competitive edge in order to maintain customer satisfaction. The internal factors in this system are composed of management, staff, communication, work process, and hotel facility and provided service, due to their mutual benefit and support of each other. Other issues are consumer factors, external factors, service quality measurement and the approaches for service quality improvement, service quality targets and feedback that hotel practitioners should focus on. Furthermore, it has found that the starting point to improving service quality is that hotels need to have an in-depth understanding of factors influencing perceived service quality in their hotels. Then, the hotels need to provide proper techniques for improving service quality.
This paper enables hoteliers to apply the practical implications proposed for their hotels to build and improve their service quality. Nevertheless, these implications will be effective only if all staff and management act together. Service quality improvement requires long-term commitment, total involvement from staff and management, and continuous improvement. The research topic should be examined in other countries to improve this proposed system for its practicability and to see if it is general enough to apply in other situations outside of Thailand.
Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2005
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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.
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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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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.
Full textAbstract:
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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Chen, Chia-Wei, and 陳嘉偉. "The Influence of Customer Dissatisfaction with Service Failure and Satisfaction with Service Recovery in Hotel." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/49075579962699643957.
Full textAbstract:
碩士健行科技大學
國際企業管理研究所
102
In recent years, Taiwan’s hotel industry grows by policy opening and tourism promotion, especial the policy of Chinese people come to Taiwan, makes more and more new hotel build. It’s an important issue that How to make hotel industry focus on quality from quantity and how to offer good service quality and to get high customer satisfaction. According to the studies before, there are many studies about service quality and customer satisfaction, but few about service failure and dissatisfaction. We use attribution theory to distinguish service failure as controllable failure and uncontrollable failure. We also distinguish service recovery as real recovery and psychological recovery and measure the effect of its with recovery satisfaction. Furthermore, some studies said that hotel location and hotel reputation can also effect satisfaction. So, we investigate the effect of service failure with dissatisfaction and recovery with satisfaction. Even use location and reputation as moderators. We use questionnaire to collect data. The study population is the Chinese tourists in Taiwan or who has come to Taiwan. We send 500 copies of questionnaire and 278 copies returned. Valid questionnaire returned rate is 55.60%. The result as follow: 1.Controllable failure don’t influence failure dissatisfaction significantly. 2.Uncontrollable failure influence failure dissatisfaction significantly. 3.Psychological recovery influence recovery satisfaction significantly. 4.Real recovery influence recovery satisfaction significantly. 5.Hotel location and hotel reputation don’t have moderating effect to service failure and failure dissatisfaction. 6.Hotel location and hotel reputation have negative moderating effect to service recovery and recovery satisfaction.
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Chen, Pao-Chung, and 陳寶中. "Service failure and service recovery in health care industry : The research of process recovery approach." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/63443593631337107927.
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
95
Not like consumptive style services, health care services are highly professional. During the process of service delivering, the patients are easily to be upset due to the gap between reality and expectation. Most related analysis and studies in service failure in health care services apply Critical Incident Technique(CIT). But CIT only focuses on the most critical factor by data reduction, and falls short on analyzing complicated, continuous information occur during an interactive service process. In this research, Subjective Sequential Incidents Technique(SSIT) will be applied to study the negative experiences of patients during medical treatments, and to analyze the possible causes of service failure in a health care process. This study, based on 11 offended-in-hospital cases, establishes a 10-stages “Subjective Service Deliver Blueprint” in health care services using SSIT. For the causes of offensive feeling, this study also presents a concept framework with 5 kinds of classifications: recessive, comprise cause affairs, dramaturgy, inappropriate response, and admonish. This study also points out 17 scenarios of service failure during the interactive process of service in the sample cases.
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Lah, Wan-Yee, and 林婉儀. "Service Innovation in Hotel Industry : A Cross-national Comparative Analysis." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/78006500849149248540.
Full textAbstract:
碩士元智大學
經營管理碩士班(企業管理與服務科學學程)
97
International tourism is one of the major vehicles of economic development in industrializing countries in the twenty-first century. Countries with tourism-based economies keep developing strategies and approaches for employing their comparative advantages to remain competitive. However, rapid globalization has increased the competitiveness in the tourist industry even more complex, including hotel industry. The industry players not only have to compete locally or nationally, but globally. Reduction of operations cost no longer the core competence that contributes to a firm’s performance. Other strategies such as organizational effectiveness, increase of market share, improvement of customer retention and service innovation has become key capabilities that provide better benefits to the firms. Therefore, this research employs a cross-national, survey-based methodology to find out the model that suitable to help a hotel to understand its’ internal and external factors that may contributes in delivering better performance. This study proposes a hotel’s technology-organization-environment (TOE) context is significant to service innovation management which leads to achieving sustainable competitive advantage. A total of 204 hotels from Taiwan and Malaysia is used to test the conceptual model and hypotheses. The findings lead to several key findings: (1) Technological context and organizational context are positively affects service innovation management. (2) The service innovation management in the hotel is related to its’ sustainable competitive advantage significantly. (3) Overall, the model is comparatively better in explaining the practices in Taiwan. However, the technological context is comparatively more significant for Malaysian hotel operators; and the organizational context is rather more important in Taiwan. The insights from this study can help the hotel managers from both Taiwan and Malaysia to have a better understanding of the current phenomenon in the industry and manage their service innovation more efficiently in gaining sustainable competitive advantage. The researcher suggested developing other factors, i.e. flexibility and safety to be included into TOE framework as it facilitates creativity, innovation and speed that able to contribute to sustainable competitive advantage.
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Li, Mei-Ju, and 李美儒. "Taiwan's Motorcycle Industry Customer Service Recovery Strategy Effectiveness Analysis." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/15794804041767864776.
Full textAbstract:
碩士玄奘大學
企業管理學系碩士在職專班
101
Every enterprise must establish a set of high-quality service recovery strategies in order to grasp the opportunity to communicate with customers after receiving their complaint messages. These actions help a company to re-build customers’ confidence in its products, enhance its image, and even change complaining customers into loyal customers. The purpose of this study is to explore the effects of service recovery strategies for the motorcycle industry in Taiwan. Beginning with a designing a questionnaire about customer relationship quality and customer loyalty relationship and then distributing the questionnaires to customers who are not satisfied with the service but then accepted the service recovery, this study attempts to understand if the customer relationship quality and loyalty are enhanced after the interference of service recovery and to verify if the service recovery strategies offered by the motorcycle industry are indeed effective.
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CHOU, YU-JIE, and 周鈺傑. "The Innovation Value Chain in the Service Industry: Evidence from the Taiwanese Hotel Industry." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/8nv247.
Full textAbstract:
碩士東海大學
工業工程與經營資訊學系
105
Nowadays, transportation are more advanced and well developed, and it shortens travelling. Therefore, people can travel from one place to another more easily and the tourism industry becomes blooming, causing more and more hotels developed. . In order to increase competitiveness, hotels try to innovate to attract more customers. This research adopts the model of innovation value chain to discuss relationship between various knowledge sources, innovation activities and firm performance in Taiwan’s hotel industry.. Innovation value chain (IVC) mainly consists of three parts: knowledge sourcing, innovation activities and firm performance. First, knowledge sourcing model describes various sources, such as suppliers, customers, competitors, universities and research institutions, from which organizations derive knowledge, meanwhile, further investigation on the different effect by foreign and domestic sources. Second, knowledge plays a key role in an organization’s innovation activities such as service and marketing innovation. Third, product or service and marketing innovation lead an organization to greater performance and competitiveness. The survey is sent to all Taiwanese tourist hotel for verification. The questionnaires were sent out to 105 Taiwanese tourist hotel and total returned 77 valid questionnaires, the effective response rate was 73.33%. These Data were further analyzed by statistic software SPSS and Stata. Results of this study show that: (1) some domestic knowledge sourcing and foreign knowledge sourcing have complementary relationship (2) internal R&D, domestic supplier and domestic cross industry have a positive impact on product or service innovation (3) domestic competitor and domestic cross industry have a positive impact on marketing innovation of sale channel (4) product or service innovation have a impact on firm performance.
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Jia-Xin, Chen, and 陳佳欣. "Service Failure and Service Recovery in Beauty Industry: A study of MOT management." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/45244269367446912019.
Full textAbstract:
碩士大葉大學
人力資源暨公共關係學系
95
In the past, service encounter management emphasized service providers to pay attention to MOT (Moment of Truth). However is it appropriate for supervisors to hold so highly the MOT when considering the factors that have caused success or failure? Are there other possibilities expand from the MOT? These are the questions that are discussed in this research. Using examples found in service failure and beauty industry service failure relating studies, domestic and foreign, analyses were made on service failure faulty types using CIT (Critical Incidents Technique). The CIT analytical method reduces the information, only using the most key elements causing it insufficient to process the complex consistent stream of information in servicing contact. This research adopts the “SSIT" (Subjective Sequential Incidents Technique) research approach (Hsin-Hua Chang, 2006) observing the consumer’s reactions while in servicing contact, attempting to understand in depth the factors behind service failure in the beauty industry.
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LI-CHIA, SU, and 蘇俐嘉. "Factors affecting service activity outsourcing: An empirical study of the hotel industry." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/55939246097316383847.
Full textAbstract:
碩士國立高雄應用科技大學
人力資源發展系
100
In the rapid rise of service sector, how to gain a competitive advantage has been a concern from practitioners and academics. In business strategy, outsourcing is a commonly used practice. Outsourcing strategy in manufacture industry has been proven to be effective to gain a competitive advantage. This study is to investigate the outsourcing decisions on service activities. In order to understand services outsourcing decision-making, this study focus on hotel industry as an example. Using a case study with in-depth interviews of five leading hotels in southern Taiwan. Through literature review and case studies, the results obtained are as follows: the degree of outsourcing will greater when (1) service supplier has high capabilities of outsourcing active service. (2) supplier has high immediate response capability. (3) the important service output is more measurable. (4) the service task is more professional. (5) there are lots of alternative service providers. (6) the government intervention is greater. (7) the suppliers goal is more compatible with service buyer.
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Emmanuel, Some, and Some Emmanuel. "Service Quality and Guest Loyalty in Hotel Industry at Ouagadougou, Burkina Faso." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/51719774444420267089.
Full textAbstract:
碩士亞洲大學
國際企業學系碩士班
101
This study has investigated the effects of service quality and guest loyalty in Ouagadougou hotel industry. Based on SERVQUAL model, this paper seeks to point out through the literature review in order to investigate the effects of individual dimensions of service quality in generating and maintaining guest loyalty. It also examined the relationship between guest loyalty and the five service quality dimensions, namely reliability, responsiveness, assurance, empathy, and tangibility. The paper finds that reliability, responsiveness, assurance and empathy are positively related to service quality, which in turn is positively related to guest loyalty.
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Tran, Trung-Duc, and 陳忠德. "A study of Vietnamese Tour Group Service Coping Strategy at Hotel Industry." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/n4r5gk.
Full textAbstract:
碩士國立臺灣師範大學
運動休閒與餐旅管理研究所
107
In August 2016, the Government issued New Southbound Policy, which states that from October 2016, Taiwan provides conditional visa exemption for Vietnamese tourists. According to statistics from Tourism Bureau, the number of Vietnamese tourists coming to Taiwan has increased 4.66 times by 134,942 tourists. Many hotel operators see this as a business opportunity and start to create new hospitality star system and price-standard in order to accommodate the new coming tourists. Although among Southeast Asian countries, Vietnam has the biggest number of tourists coming to Taiwan, because of Vietnamese tourists’ characteristics, traveling habits and different cultural values, hotel operators still have to face a great deal number of challenges. Because a majority of Vietnamese tourists buys tour packages from travel agencies, their language abilities, standards of living and manners are different. Based on the tourists’ different cultural and dining experience, tourists have given feedbacks to hotels. Based on hotel operators’ point of view, characteristics of tourists such as poor manners in restaurants, improper use of hotel amenities, smoking in the room, or unorganized groups...has created a large amount of inconvenience for hotel operators. If a hotel happens to accommodate a Vietnamese tour group, there are many situations that cannot be handled immediately due to language difference, which makes hotel personnel have to spend a lot of time to arrange. Through discussions and interviews with hotel operators, this research finds out that hotel’s DUTY LOG largely note the methods to handle situations of tourists’ complaining but not tips on how to serve Vietnamese tour groups. Up to now, there are still no handling and preventing methods, this is a gap in hotel professionalism. This research uses qualitative method, through group interview and in-depth interview, gathers data by content analysis, finds out that what kind of situations Vietnamese tourists have to deal with and how these are handled. I hope that the results of this research can be useful for Taiwan hotel operators in the process of bettering the welcome Vietnamese tour group in their hotels.
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Tsai, Chiung-Hsuan, and 蔡瓊萱. "The cognitive differences of the hotel industry and customer service quality attributes." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/97191546789900887709.
Full textAbstract:
碩士銘傳大學
觀光事業學系碩士在職專班
100
This paper discusses the tourism industry has developed into today''s trend of the times, and tourism in Taiwan to the number of growth the demand of tourists for accommodation Hotel''s, and therefore competition in the international tourist hotels also increasingly excited severe in the recent market the new hotel after another set up the impact of the situation, service quality will directly affect the perception of customer inner cognition, in contrast to assess the value of service quality in the minds of customers are also increasingly more important, the services provided by the hotel customer cognitive and assessment of service quality is very important.
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Chi, Hsin-ju, and 紀信如. "On the Relation among Service Failure, Service Recovery, and Customer Satisfaction in Restaurant Industry." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/58575574095859766561.
Full textAbstract:
碩士東吳大學
國際經營與貿易學系
100
The purpose of this study was to investigate the relationship between service failure, service recovery and customer satisfaction of restaurant in Taiwan. The Questionnaire of Service Failure, Service Recovery and customer satisfaction was developed by the researcher. Purposive sampling was applied to sample customers who consumed at restaurant. Six hundred copies of the questionnaire were distributed to customers and 552 questionnaires were returned among which 529 were valid with the valid rate of 95.8%. Descriptive Statistics, Correlation analysis and Multiple Regression were employed to analyze the collected data. The results indicate that first of all, most of the customers filling out the questionnaire were females who were 30 to 39 years old, dinning at restaurant twice to three times a week, and had unsatisfactory service experience at compound restaurant. Second, service compensation positively related with service failure and customer satisfaction. However, service failure did not significantly relate with customer satisfaction. Third, apologist, substance compensation and money compensation of service recovery as a mediator between service failure and customer satisfaction.
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Tai, Ming-Yu, and 戴名玉. "Emergency Service Failure and Service Recovery in Hospitality Industry: Application of Ideal Type Method." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/41080636329293036258.
Full textAbstract:
碩士大葉大學
管理學院碩士在職專班
98
As the continuously improve of our national living standard, the increment is not just showing in medical service demand but also the service quality. And the implementation of national medical insurance has become more competitive in the medical market. “How to improve the medical service quality under the limit resources” and “how to ensure consumers’ rights with more satisfaction” is the big concern for medical center、government and the public. According the collected 14 emergency cases and the negative consuming stories, this research adopts SSIT to set the “Anger point” from the failure elements caused by every negative consuming story. There will be a Blueprint delivered from the emotion of negative consuming stories, and according to every negative emotion time frame and consumers’ point of views gradually construct the emergency medial subjective service. These consumers’ negative experiences arranged from the classified elements of failure service and the concepts of continuous failure service all become an important part which cannot be ignored. The medical service provider should be at the point of view of the patient and family, and to understand customers’ need to avoid the service failure again and also to make an efficient compensation.