Literatura académica sobre el tema "Service failure"
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Artículos de revistas sobre el tema "Service failure"
Köcher, Sören y Stefanie Paluch. "“My bad”: investigating service failure effects in self-service and full-service settings". Journal of Services Marketing 33, n.º 2 (8 de abril de 2019): 181–91. http://dx.doi.org/10.1108/jsm-03-2018-0096.
Texto completoVan de Walle, Steven. "When public services fail: a research agenda on public service failure". Journal of Service Management 27, n.º 5 (17 de octubre de 2016): 831–46. http://dx.doi.org/10.1108/josm-04-2016-0092.
Texto completoNguyen, Quoc Nghi, Van Tung Huynh y Van Nam Mai. "The relationships among service failure, service recovery, customer satisfaction and trust at international hospitals: A Case in Vietnam". Uncertain Supply Chain Management 9, n.º 4 (2021): 887–96. http://dx.doi.org/10.5267/j.uscm.2021.7.013.
Texto completoKurita, Yusuke, Takumi Ota, Koji Kimita y Yoshiki Shimomura. "A Method for Analyzing Service Failure Causes". Journal on Innovation and Sustainability. RISUS ISSN 2179-3565 3, n.º 2 (27 de agosto de 2012): 57. http://dx.doi.org/10.24212/2179-3565.2012v3i2p57-66.
Texto completoUm, Taehyee, Taekyung Kim y Namho Chung. "How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?" Sustainability 12, n.º 12 (23 de junio de 2020): 5119. http://dx.doi.org/10.3390/su12125119.
Texto completoGidener, Nazlı Gülfem y Durmuş Ali Deveci. "An Analysis of Service Failures and Recovery Strategies in the Turkish Third Party Logistics Service Industry". Transactions on Maritime Science 9, n.º 1 (20 de abril de 2020): 35–50. http://dx.doi.org/10.7225/toms.v09.n01.003.
Texto completoDewi, Luciana Triani, Nguyen Thi Chinh y Keren Kerviona. "Service Blueprinting to Enhance Restaurant’s Service Process". International Journal of Industrial Engineering and Engineering Management 4, n.º 1 (6 de junio de 2022): 123–28. http://dx.doi.org/10.24002/ijieem.v4i1.5506.
Texto completoZhu, Xia y Judy Zolkiewski. "Exploring service failure in a business-to-business context". Journal of Services Marketing 29, n.º 5 (10 de agosto de 2015): 367–79. http://dx.doi.org/10.1108/jsm-02-2014-0055.
Texto completoKim, Sooyun. "Effective and Ineffective Service Recovery Recipes in the Peer-to-Peer (P2P) Sharing-Service Model: Using the Fuzzy-Set Qualitative Comparative Analysis (fsQCA) Approach". Sustainability 14, n.º 5 (22 de febrero de 2022): 2525. http://dx.doi.org/10.3390/su14052525.
Texto completoAnvekar, Sandhya. "Courier Services in India: Concerns for Effective Service Delivery". Ushus - Journal of Business Management 6, n.º 2 (11 de junio de 2007): 83–90. http://dx.doi.org/10.12725/ujbm.11.8.
Texto completoTesis sobre el tema "Service failure"
Hope, Peter C. "Service failure and recovery : relational aspects of communication in the service encounter". Thesis, Queensland University of Technology, 2002.
Buscar texto completoHess, Ronald L. Jr. "The Effects of Employee-Initiated Peripheral Service Failures on Customers' Satisfactions with the Service Organization". Diss., Virginia Tech, 1999. http://hdl.handle.net/10919/27908.
Texto completoPh. D.
Wijaya, Doddy Hendra. "SERVICE FAILURE IN JAKARTA PUBLIC BUS TRANSPORT". Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4576.
Texto completoGotsis, V. "Service failure and recovery in UK airlines". Thesis, University of Salford, 2016. http://usir.salford.ac.uk/41175/.
Texto completoMa, Tiejun. "Quality of service of crash-recovery failure detectors". Thesis, University of Edinburgh, 2007. http://hdl.handle.net/1842/2124.
Texto completoNizam, Haitham. "Survival Strategies for Small Independent Full-Service Restaurants". ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4162.
Texto completoZainol, Noor Azimin. "From service problem to service failure : assessing resort hotel customers' perceptions of acceptability". Thesis, University of Surrey, 2010. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.520483.
Texto completoDallinger, Ioana. "An experimental investigation into the timing of service failure communication". Diss., Virginia Tech, 2021. http://hdl.handle.net/10919/104147.
Texto completoDoctor of Philosophy
Things go wrong all the time in the hospitality industry; knowing how and when to address guests can make or break a business. For restaurants, the unavailability of a menu item is often an uncontrollable occurrence. In a scenario-based experiment, the present study tested guests' reactions to restaurant staff communicating the unavailability of an item early (during introductions) versus late (after the guests were given time to peruse the menu and make choices). The study took into account the type and duration of the relationship between guest and provider, as well as the fact that the guest may either be particularly interested in the unavailable item or indifferent. The results overwhelmingly pointed in one direction: the sooner the issue is communicated to the guests, the better. Respondents who were told early in their dining experience about a menu item being unavailable were significantly more satisfied than their counterparts (who weren't informed until late), and, overall, perceived the provider as more just. Anecdotal evidence shows different approaches to this type of issue but prior empirical evidence appears non-existent as to which approach yields optimal results, so the findings of the present study should be relevant to practitioners trying to retain guests after things have gone wrong.
Ngae, A. Njama Alain Patrick. "After Sales service : Complaint to Service Recovery Improvement". Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-23031.
Texto completoMa, Jun. "Attribution, Expectation, and Recovery: An Integrated Model of Service Failure and Recovery". Kent State University / OhioLINK, 2007. http://rave.ohiolink.edu/etdc/view?acc_num=kent1186171198.
Texto completoLibros sobre el tema "Service failure"
Clacher, E. J. Service failure and service recovery in U.K. theme parks. Manchester: UMIST, 1997.
Buscar texto completoThe failure factory. New York: Crown Forum, 2008.
Buscar texto completoCopeland, Thomas E. Fool me twice: Intelligence failure and mass casualty terrorism. Leiden: Martinus Nijhoff, 2007.
Buscar texto completoHåkansson, Stefan. Konsulerna och exporten 1905-1981: Ett "Government failure"? Lund, Sweden: Lund University Press, 1989.
Buscar texto completoHåkansson, Stefan. Konsulerna och exporten 1905-1921: Ett "government failure"? Lund, Sweden: Lund University Press, 1989.
Buscar texto completoConway, Kyle. Everyone says no: Public service broadcasting and the failure of translation. Montreal: McGill-Queen's University Press, 2011.
Buscar texto completoEveryone says no: Public service broadcasting and the failure of translation. Montreal: McGill-Queen's University Press, 2011.
Buscar texto completoR, Brown Jeffrey. Influence of service planning decisions on rail transit success or failure. San Jose, CA: Mineta Transportation Institute, College of Business, San José State University, 2009.
Buscar texto completoToister, Jeff. Service failure: The real reasons employees struggle with customer service and what you can do about it. New York: American Management Association, 2013.
Buscar texto completoConnellan, E. J. Failure of triumph: The story of Connellan Airways. Alice Springs, N.T: Paradigm Investments, 1992.
Buscar texto completoCapítulos de libros sobre el tema "Service failure"
Otegui, Jose Luis. "Failure Mitigation and Extension of Service Life". En Failure Analysis, 251–81. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-03910-7_9.
Texto completoEzrin, Myer. "Failure Related to Service Conditions". En Plastics Failure Guide, 279–320. München: Carl Hanser Verlag GmbH & Co. KG, 2013. http://dx.doi.org/10.3139/9783446428829.006.
Texto completoWagner, Florian. "Efficient, Failure-Resilient Semantic Web Service Planning". En Service-Oriented Computing, 686–89. Berlin, Heidelberg: Springer Berlin Heidelberg, 2010. http://dx.doi.org/10.1007/978-3-642-17358-5_59.
Texto completoKim, Kawon y Melissa A. Baker. "Managing service failure and recoveries". En The Routledge Handbook of Tourism Experience Management and Marketing, 352–60. Abingdon, Oxon ; New York, NY : Routledge, 2020. |Includes bibliographical references and index.: Routledge, 2020. http://dx.doi.org/10.4324/9780429203916-30.
Texto completoKabir, Sandra Mostafa. "Menstrual Regulation Service Delivery". En Prevention and Treatment of Contraceptive Failure, 157–62. Boston, MA: Springer US, 1986. http://dx.doi.org/10.1007/978-1-4684-5248-8_23.
Texto completoYuan, Yunjing, Jing Wang, Yanbo Han, Qianwen Li, Gaojian Chen y Boyang Jiao. "“Failure” Service Pattern Mining for Exploratory Service Composition". En Lecture Notes of the Institute for Computer Sciences, Social Informatics and Telecommunications Engineering, 38–53. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-92635-9_3.
Texto completoWassermann, Bruno y Wolfgang Emmerich. "Monere: Monitoring of Service Compositions for Failure Diagnosis". En Service-Oriented Computing, 344–58. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-25535-9_23.
Texto completoNeiat, Azadeh Ghari, Athman Bouguettaya, Timos Sellis y Hai Dong. "Failure-Proof Spatio-temporal Composition of Sensor Cloud Services". En Service-Oriented Computing, 368–77. Berlin, Heidelberg: Springer Berlin Heidelberg, 2014. http://dx.doi.org/10.1007/978-3-662-45391-9_26.
Texto completovan Renesse, Robbert, Yaron Minsky y Mark Hayden. "A Gossip-Style Failure Detection Service". En Middleware’98, 55–70. London: Springer London, 1998. http://dx.doi.org/10.1007/978-1-4471-1283-9_4.
Texto completoHoffman, K. Douglas, Scott W. Kelley y Holly M. Rotalsky. "Restaurant Service Failure and Recovery Analysis". En Proceedings of the 1994 Academy of Marketing Science (AMS) Annual Conference, 193. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-13162-7_50.
Texto completoActas de conferencias sobre el tema "Service failure"
Kurita, Yusuke, Koji Kimita, Kentaro Watanabe y Yoshiki Shimomura. "Service Failure Effects Analysis Based on Customer Perspective". En ASME 2013 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2013. http://dx.doi.org/10.1115/detc2013-13663.
Texto completoZhang, Shilei, Ying Wang, Wenjing Li y Xuesong Qiu. "Service failure diagnosis in service function chain". En 2017 19th Asia-Pacific Network Operations and Management Symposium (APNOMS). IEEE, 2017. http://dx.doi.org/10.1109/apnoms.2017.8094181.
Texto completoKurita, Yusuke, Koji Kimita y Yoshiki Shimomura. "A Service Failure Modes Identifying Method to Realize Highly Reliable Services". En ASME 2012 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2012. http://dx.doi.org/10.1115/detc2012-71237.
Texto completoWang, Yi, Rong Chen y Ping Zhao. "The Determinants of Customer Satisfaction after Service Failure and Recovery". En 2007 International Conference on Service Systems and Service Management. IEEE, 2007. http://dx.doi.org/10.1109/icsssm.2007.4280121.
Texto completoLarsson, Lina. "Communication failure in home-help service". En CHI '01 extended abstracts. New York, New York, USA: ACM Press, 2001. http://dx.doi.org/10.1145/634067.634321.
Texto completoLarsson, Lina. "Communication failure in home-help service". En CHI '01 extended abstracts. New York, New York, USA: ACM Press, 2001. http://dx.doi.org/10.1145/634295.634321.
Texto completoCordova, Carlos, Jhobany Tortolero-Rojo, Matthew Klein y Tony Limon. "Return to Service Failure, Cooperative Troubleshooting". En 2019 72nd Conference for Protective Relay Engineers (CPRE). IEEE, 2019. http://dx.doi.org/10.1109/cpre.2019.8765873.
Texto completoWiesmann, Matthias, Peter Urban y Xavier Defago. "An SNMP based failure detection service". En 2006 25th IEEE Symposium on Reliable Distributed Systems (SRDS'06). IEEE, 2006. http://dx.doi.org/10.1109/srds.2006.9.
Texto completoJin Yan, Ying Zhang y Huizhen Pan. "Psychological contract breach and compensation of online customer service failure". En 2009 6th International Conference on Service Systems and Service Management. IEEE, 2009. http://dx.doi.org/10.1109/icsssm.2009.5174920.
Texto completoTian, Chun hua, Jing Xiao, Jin Huang y Felipe Albertao. "Pipe failure prediction". En 2011 IEEE International Conference on Service Operations and Logistics and Informatics (SOLI). IEEE, 2011. http://dx.doi.org/10.1109/soli.2011.5986540.
Texto completoInformes sobre el tema "Service failure"
Saavedra, Lissette M., Antonio A. Morgan-Lopez, Anna C. Yaros, Alex Buben y James V. Trudeau. Provider Resistance to Evidence-Based Practice in Schools: Why It Happens and How to Plan for It in Evaluations. RTI Press, mayo de 2019. http://dx.doi.org/10.3768/rtipress.2019.rb.0020.1905.
Texto completoRada, Gabriel. Does the use of mobile phone messaging reminders increase attendance at healthcare appointments? SUPPORT, 2016. http://dx.doi.org/10.30846/161113.
Texto completoRegan, Jack y Robin Zevotek. Study of the Fire Service Training Environment: Safety and Fidelity in Concrete Live Fire Training Buildings. UL Firefighter Safety Research Institute, julio de 2018. http://dx.doi.org/10.54206/102376/wxtw8877.
Texto completoAiyar, Yamini, Vincy Davis, Gokulnath Govindan y Taanya Kapoor. Rewriting the Grammar of the Education System: Delhi’s Education Reform (A Tale of Creative Resistance and Creative Disruption). Research on Improving Systems of Education (RISE), noviembre de 2021. http://dx.doi.org/10.35489/bsg-rise-misc_2021/01.
Texto completoMadrzykowski, aniel, Craig Weinschenk y Joseph Willi. Exposing Fire Service Hose in a Flashover Chamber. UL's Fire Safety Research Institute, abril de 2018. http://dx.doi.org/10.54206/102376/tkog7594.
Texto completoIdris, Iffat. Documentation of Survivors of Gender-based Violence (GBV). Institute of Development Studies (IDS), julio de 2021. http://dx.doi.org/10.19088/k4d.2021.103.
Texto completoBrown, Yolanda, Twonia Goyer y Maragaret Harvey. Heart Failure 30-Day Readmission Frequency, Rates, and HF Classification. University of Tennessee Health Science Center, diciembre de 2020. http://dx.doi.org/10.21007/con.dnp.2020.0002.
Texto completoShah, Ayesha, Jan Olek y Rebecca S. McDaniel. Real Life Experience with Major Pavement Types. Purdue University, 2022. http://dx.doi.org/10.5703/1288284317371.
Texto completoPatrick, Rikki. A Diagnostic Analysis of Elementary Principals' Practices which Serve Youth At-Risk of School Failure. Portland State University Library, enero de 2000. http://dx.doi.org/10.15760/etd.1198.
Texto completoSlattery, Kevin T. Unsettled Aspects of the Digital Thread in Additive Manufacturing. SAE International, noviembre de 2021. http://dx.doi.org/10.4271/epr2021026.
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