Gotowa bibliografia na temat „Service recovery”
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Artykuły w czasopismach na temat "Service recovery"
Boicov, Victor. "Maximum load of database service with recovery". Applied Technologies and Innovations 11, nr 2 (22.11.2015): 63–70. http://dx.doi.org/10.15208/ati.2015.07.
Pełny tekst źródłaDickens, Geoff, Judy Weleminsky, Yetunde Onifade i Philip Sugarman. "Recovery Star: validating user recovery". Psychiatrist 36, nr 2 (luty 2012): 45–50. http://dx.doi.org/10.1192/pb.bp.111.034264.
Pełny tekst źródłaBurgess, T. P. "Service Breakdown and Service Recovery". Police Journal: Theory, Practice and Principles 67, nr 1 (styczeń 1994): 26–38. http://dx.doi.org/10.1177/0032258x9406700105.
Pełny tekst źródłaGutbezahl, Cary, i Perry Haan. "Hospital Service Recovery". Journal of Hospital Marketing & Public Relations 16, nr 1-2 (30.08.2006): 3–14. http://dx.doi.org/10.1300/j375v16n01_02.
Pełny tekst źródłaNorvell, Tim, Piyush Kumar i Mayukh Dass. "The Long-Term Impact of Service Failure and Recovery". Cornell Hospitality Quarterly 59, nr 4 (26.03.2018): 376–89. http://dx.doi.org/10.1177/1938965518762835.
Pełny tekst źródłaKamath, Pallavi R., Yogesh P. Pai i Nandan K. P. Prabhu. "Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance". Journal of Service Theory and Practice 30, nr 6 (5.11.2020): 643–79. http://dx.doi.org/10.1108/jstp-12-2019-0251.
Pełny tekst źródłaKanuri, Vamsi K., i Michelle Andrews. "The Unintended Consequence of Price-Based Service Recovery Incentives". Journal of Marketing 83, nr 5 (28.06.2019): 57–77. http://dx.doi.org/10.1177/0022242919859325.
Pełny tekst źródłaSingh, Ramendra, Amer Jyothi, Ashish Sinha, Babita Agarwal i Arun Patro. "COSMOS Service Centre: Service Recovery Using Distribution Channels". Asian Case Research Journal 17, nr 02 (grudzień 2013): 267–87. http://dx.doi.org/10.1142/s0218927513500120.
Pełny tekst źródłaMasnita, Yolanda, i Sri Vandayuli Riorini. "RECOVERY EMOTIONS ON PERCEIVED JUSTICE". Jurnal Manajemen dan Pemasaran Jasa 11, nr 2 (30.09.2018): 161. http://dx.doi.org/10.25105/jmpj.v11i2.2996.
Pełny tekst źródłaManning, Rachel M., i Ronni Michelle Greenwood. "Microsystems of Recovery in Homeless Services: The Influence of Service Provider Values on Service Users’ Recovery Experiences". American Journal of Community Psychology 61, nr 1-2 (11.01.2018): 88–103. http://dx.doi.org/10.1002/ajcp.12215.
Pełny tekst źródłaRozprawy doktorskie na temat "Service recovery"
Abu, Bakar Siti Zakiah. "SERVICE RECOVERY IN E-SERVICES: SERVICE RECOVERY PROCESS, PERCEIVED JUSTICE AND SATISFACTION". OpenSIUC, 2017. https://opensiuc.lib.siu.edu/dissertations/1328.
Pełny tekst źródłaSelmén, Anna, i Euler Anne von. "Service recovery : “To err is human; recover, divine”". Thesis, Uppsala University, Department of Business Studies, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-9065.
Pełny tekst źródłaUppsatsen handlar om hur företag hanterar missnöjda kunder, vilket i teorin benämns service recovery. Uppsatsen behandlar ett företag som sedan mindre än ett år tillbaka är en sammanslagning av fyra olika varumärken. Syftet med uppsatsen är att kartlägga hur fallföretaget hanterar missnöjda kunder samt att undersöka möjligheter till förbättringar. Uppsatsen bygger på teorier om service recovery skrivna av Grönroos, Bowen, Hart, Spreng och Best. Avsikten med uppsatsen är att skriva en plan för hur företaget kan förbättra sitt hanterande av missnöjda kunder. För att besvara syftet har vi genomfört tre personliga intervjuer med tre gruppchefer inom fallföretaget. Vi har kommit fram till att det finns en vilja hos samtliga respondenter att hantera service recovery på ett bra sätt. Dock saknas både kunskap och gemensamma rutiner. En annan viktig slutsats är att företaget måste inse vilka kostnadsfördelar service recovery kan medföra. Uppsatsen avslutas med en plan för hur företaget gemensamt kan förbättras och utveckla hanterandet av missnöjda kunder.
Johansson, Niklas E. "Self-Service Recovery". Doctoral thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-575.
Pełny tekst źródłaService recovery is about problems. What happens when customers experience problems? Well, sometimes customers complain to the one responsible for the service. Sometimes customers do not complain but instead tell somebody else about the problem, possibly leading to a bad reputation for the one responsible for the service. Sometimes it happens that customers never return to the same provider because of the problem experienced. To avoid the customer leaving, service recovery can be used. Service recovery is a set of actions a service pro-vider can take in order to repair a failure (Tax and Brown, 1998; Zemke, 1995; Scheuing and Christopher, 1993; Levesque and McDougall, 2000).
In addition, many services today are Internet-based, meaning that services are self-services enabled by information technology (IT). Self-services enabled by IT, referred to as self-service technology (SST), are characterized by an interac-tion between a user and a machine rather than between two humans. Conse-quently, service recovery is no longer between two people interacting in a face-to-face manner when solving problems, but between a user and a machine when taking place in an SST context.
This change of context has resulted in difficulties but also opportunities in the work of service recovery. Instead of turning to the one responsible for the service when problems occur, it is now possible to turn to other customers and users to receive help. SST has opened up new opportunities to learn with and from other individuals through the sharing of knowledge. The sharing of knowledge for the purpose of turning problems into solutions and improve-ments depends on the ability to create value for people involved.
Service recovery in a self-service technology context, i.e. self-service recovery (SSR) is defined as the capability, enabled by self-service technology, of turning user prob-lems into solutions and improvements by means of sharing knowledge between users in order to create value.
The aim of this doctoral thesis is to answer the question, “Why self-service recovery works?” The question is addressed by seven research studies and by evolving a framework for understanding why self-service recovery works.
The contributions of this dissertation reside from the framework, which en-hances our understanding of self-service recovery as a value creation activity through not only recovery, but also improvement of the service in question.
Johansson, Niklas E. "Self-service recovery /". Karlstad : Faculty of Economic Sciences, Communication and IT, Information Systems, Karlstad University, 2006. http://www.diva-portal.org/kau/theses/abstract.xsql?dbid=575.
Pełny tekst źródłaRuksa, Kitija, i Elrener Törnquist. "Service recovery : Vilka strategier har hotell som arbetar med service recovery?" Thesis, Örebro universitet, Restaurang- och hotellhögskolan, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-61245.
Pełny tekst źródłaHvitman, Sandra, i Elin Rylner. "Service Recovery Policy, Empowerment or both? : A study of the interrelation between service recovery policy and empowerment within service organizations". Thesis, Jönköping University, JIBS, Business Administration, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-231.
Pełny tekst źródłaToday’s economy is getting more service oriented and we live in a service society. The service sector has experienced a great development, which has implied and implies greater competition. The customers have a wider range of services to choose among and as a service provider, it is all about providing a superior service. However, being a service provider can sometimes imply a hard undertaking. Sometimes the service provider does not accomplish to provide the service perfectly. These situations are more known as service failures. Service recoveries are often used to recover service failures, which can e.g. imply an apology or offering the customer something extra at no cost.
To be able to act correctly in a service recovery situation, a com-pany can e.g. have a service recovery policy for how to act in service failure situations. A company can also choose to empower the front-line employees who interact frequently with the customers.
The purpose of the thesis is to determine the interrelation between service recovery policy and empowerment.
The research method chosen in this thesis is qualitative and the in-formation is collected by using semi-formal in-depth interviews as well as verbal protocols. One middle manager and one front-line employee representing three different service companies is partici-pating in the thesis. The three companies operate in three different industries within the service sector.
There is somewhat an interrelation between service recovery policy and the degree of empowerment. A non-specific service recovery policy seems to demand a high degree of empowerment while a specific policy does not seem to require a high degree of empowerment. According to the findings of this thesis, a company can also have a semi-formal policy and a medium degree of empowerment. This means that the more formal and specific service recovery policy, the less empowered staff is required.
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.
Pełny tekst źródłaLau, Nga Lok. "Service recovery in airline industry". Thesis, University of Macau, 2006. http://umaclib3.umac.mo/record=b1636417.
Pełny tekst źródłaYockel, Sharon Lynn. "Service recovery : a case study /". Online version of thesis, 1997. http://hdl.handle.net/1850/12325.
Pełny tekst źródłaMa, 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.
Pełny tekst źródłaKsiążki na temat "Service recovery"
Wies, Jana. Weiterempfehlungen mit Service-Recovery. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1.
Pełny tekst źródłaGershman, Brickner & Bratton., red. Resource recovery information service. [Washington, D.C.]: Gershman, Brickner & Bratton, 1985.
Znajdź pełny tekst źródłaService recovery: Fixing broken customers. Portland, Or: Productivity Press, 1995.
Znajdź pełny tekst źródłaDunn, Peter. Recovery service for young victims. [S.l.]: [Community Care], 2003.
Znajdź pełny tekst źródłaSpyrakopoulos, S. K. Service recovery. Service failures and recoveries in financial services: The customers' perspective. Manchester: UMIST, 1996.
Znajdź pełny tekst źródłaClacher, E. J. Service failure and service recovery in U.K. theme parks. Manchester: UMIST, 1997.
Znajdź pełny tekst źródłaElwell, Hugh. NHS the road to recovery. London: Centre for Policy Studies, 1986.
Znajdź pełny tekst źródła1947-, Weinstein Jenny, red. Service user involvement and recovery in mental health. London: Jessica Kingsley Publishers, 2010.
Znajdź pełny tekst źródłaJohnston, Robert. The service quality factors: Satisfaction, dissatisfaction and recovery. [s.l.]: typescript, 1993.
Znajdź pełny tekst źródłaComplaint management excellence: Creating customer loyalty through service recovery. London: Kogan Page, 2012.
Znajdź pełny tekst źródłaCzęści książek na temat "Service recovery"
Zhou, Gang. "Model Checking Inconsistency Recovery Costs". W Service-Oriented Computing, 195–200. Berlin, Heidelberg: Springer Berlin Heidelberg, 2012. http://dx.doi.org/10.1007/978-3-642-31875-7_22.
Pełny tekst źródłaTorres, Edwin N., i Tingting Zhang. "Recovery strategies for service managers". W Customer Service Marketing, 193–212. London: Routledge, 2022. http://dx.doi.org/10.4324/9780429263965-12.
Pełny tekst źródłaBell, Charles. "Point-in-Time Recovery". W MySQL Database Service Revealed, 229–38. Berkeley, CA: Apress, 2022. http://dx.doi.org/10.1007/978-1-4842-8945-7_6.
Pełny tekst źródłaWies, Jana. "Einleitung". W Weiterempfehlungen mit Service-Recovery, 1–8. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1_1.
Pełny tekst źródłaWies, Jana. "Konzeptionelle Grundlagen". W Weiterempfehlungen mit Service-Recovery, 9–63. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1_2.
Pełny tekst źródłaWies, Jana. "Entwicklung des Untersuchungsmodells". W Weiterempfehlungen mit Service-Recovery, 65–85. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1_3.
Pełny tekst źródłaWies, Jana. "Empirische Untersuchung". W Weiterempfehlungen mit Service-Recovery, 87–136. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1_4.
Pełny tekst źródłaWies, Jana. "Schlussbetrachtung". W Weiterempfehlungen mit Service-Recovery, 137–47. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1_5.
Pełny tekst źródłaMichel, Stefan. "Service Recovery nach E-Servicefehlern". W Electronic Services, 321–40. Wiesbaden: Gabler Verlag, 2002. http://dx.doi.org/10.1007/978-3-8349-4418-4_13.
Pełny tekst źródłaDodgson, Guy, i Stephen McGowan. "Early Intervention Service Models". W Promoting Recovery in Early Psychosis, 45–52. Oxford, UK: Wiley-Blackwell, 2011. http://dx.doi.org/10.1002/9781444318814.ch6.
Pełny tekst źródłaStreszczenia konferencji na temat "Service recovery"
Chen, Weiyu, Zhenying He, Gang Ren i Weiwei Sun. "Service Recovery for Composite Service in MANETs". W 2008 4th International Conference on Wireless Communications, Networking and Mobile Computing (WiCOM). IEEE, 2008. http://dx.doi.org/10.1109/wicom.2008.630.
Pełny tekst źródłaXu, Yingxiao, i Weiwei Sun. "Composite Service Recovery Based on LSP Tunnel Recovery". W 2008 IEEE Asia-Pacific Services Computing Conference (APSCC). IEEE, 2008. http://dx.doi.org/10.1109/apscc.2008.206.
Pełny tekst źródłaJiangjiang Wu, Cong Liu, Songzhu Mei, Jiangchun Ren, Jun Ma i Zhiying Wang. "A service recovery mechanism by recovering service's data". W 2013 IEEE Conference Anthology. IEEE, 2013. http://dx.doi.org/10.1109/anthology.2013.6784898.
Pełny tekst źródłaZhou, Terry G., Ian D. Peake i Heinz W. Schmidt. "Towards cost-aware service recovery". W the 9th international ACM Sigsoft conference. New York, New York, USA: ACM Press, 2013. http://dx.doi.org/10.1145/2465478.2465484.
Pełny tekst źródłaSong, Zongjun, i Shenghua Jia. "Study on Service Recovery Satisfaction". W 2009 First International Conference on Information Science and Engineering. IEEE, 2009. http://dx.doi.org/10.1109/icise.2009.1131.
Pełny tekst źródłaChen, Jie-Ying, Yong-Jun Wang i Yi Xiao. "SOA-Based Service Recovery Framework". W 2008 9th International Conference on Web-Age Information Management (WAIM). IEEE, 2008. http://dx.doi.org/10.1109/waim.2008.67.
Pełny tekst źródłaHe, W. "Recovery in Web service applications". W IEEE International Conference on e-Technology, e-Commerce and e-Service, 2004. EEE '04. 2004. IEEE, 2004. http://dx.doi.org/10.1109/eee.2004.1287284.
Pełny tekst źródłaChambers, M. R., K. E. McCready i M. D. Rankin. "Productivity-Based Service Contracts". W Permian Basin Oil and Gas Recovery Conference. Society of Petroleum Engineers, 1990. http://dx.doi.org/10.2118/20103-ms.
Pełny tekst źródłaBing Zhao. "Service recovery paradox effect: Comparisons in two service industries". W 2011 2nd International Conference on Artificial Intelligence, Management Science and Electronic Commerce (AIMSEC). IEEE, 2011. http://dx.doi.org/10.1109/aimsec.2011.6010927.
Pełny tekst źródłaYue Zhu, Yulin Zhang, Zhuhan Jiao i Dong Li. "Surgical scheduling under patients' uncertain anesthesia recovery time". W 2015 12th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2015. http://dx.doi.org/10.1109/icsssm.2015.7170236.
Pełny tekst źródłaRaporty organizacyjne na temat "Service recovery"
Jung, Na Young, i Yoo-Kyoung Seock. The Impact of Service Recovery Communication Channel on Perceived Quality of Service Recovery and Consumer Behavior. Ames: Iowa State University, Digital Repository, listopad 2015. http://dx.doi.org/10.31274/itaa_proceedings-180814-147.
Pełny tekst źródłaJung, Na Young. The Relationship Between Service Quality and Service Recovery Quality in Retail Stores. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-409.
Pełny tekst źródłaJung, Na Young. Retail Service Quality and Service Recovery Quality: A Comparison Between Small and Large Retail Stores. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-1788.
Pełny tekst źródłaJung, Na Young, i Yoo-Kyoung Seock. The Effects of Customer Age on Service Recovery Evaluation Process in Retail. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-1789.
Pełny tekst źródłaShrestha, Mahendra, Rajesh Swar, Pradeep Panda, M. E. Khan i Rick Homan. Effect of introducing an 'afternoon pay clinic' on service utilization and cost recovery (Nepal). Population Council, 2007. http://dx.doi.org/10.31899/rh4.1192.
Pełny tekst źródłaWiniarski, David W. Analysis of IECC2003 Chiller Heat Recovery for Service Water Heating Requirement for New York State. Office of Scientific and Technical Information (OSTI), sierpień 2004. http://dx.doi.org/10.2172/15020948.
Pełny tekst źródłaCharnley, Susan, Pamela J. Jakes i John Schelhas. A socioeconomic assessment of Forest Service American Recovery and Reinvestment Act projects: eight case studies. Portland, OR: U.S. Department of Agriculture, Forest Service, Pacific Northwest Research Station, 2011. http://dx.doi.org/10.2737/pnw-gtr-831.
Pełny tekst źródłaWiniarski, D. Analysis of IECC2003 Chiller Heat Recovery for Service Water Heating Requirement for New York State. Office of Scientific and Technical Information (OSTI), kwiecień 2004. http://dx.doi.org/10.2172/1779786.
Pełny tekst źródłaGebert, Krista M., i Susan L. Odell. A descriptive analysis of change in eligibility status for the USDA Forest Service Economic Recovery Program. Ft. Collins, CO: U.S. Department of Agriculture, Forest Service, Rocky Mountain Research Station, 2007. http://dx.doi.org/10.2737/rmrs-rp-62.
Pełny tekst źródłaCharnley, Susan, Pamela Jakes i John Schelhas. Socioeconomic assessment of Forest Service American Recovery and Reinvestment Act projects: key findings and lessons learned. Portland, OR: U.S. Department of Agriculture, Forest Service, Pacific Northwest Research Station, 2012. http://dx.doi.org/10.2737/pnw-gtr-832.
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