Rozprawy doktorskie: „Service recovery”

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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.

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The Internet has changed the platform for how services are delivered. In the absence of one-to-one personal interactions between a service provider and a customer, failures unique to e-service are bound to occur. E-service failures are likely to result in unsatisfied customers. Therefore, a recovery system is important to tilt the balance of satisfaction/dissatisfaction to a more favorable condition. An e-service recovery process is an important operational process to affect this change. It is in a sense, a second chance to gain/retain loyal customers by rectifying e-service failures. Equity Theory and Exchange Theory were the theoretical bases for how customers’ perceptions transitioned from loss and unfairness to equity and satisfaction after an e-service recovery. This study investigated the relationships between e-service recovery processes attributes (compensation, respond speed, and apology) and perceived justice constructs (interactional, distributive, and procedural), and examined the relationship between perceived justice and e-service recovery satisfaction. Data from a community of students and knowledge workers in a Mid-western university was collected to analyze the effects of these constructs in service recovery processes for the purpose of designing recovery policy. The study used MANOVA and Multiple regressions for hypotheses testing. The results indicate that all service recovery process attributes had a significant main effect on all perceived justice variables. This suggests that the different levels of compensation, response speed, and apology will impact a customer’s perception of perceived justice. There is also a marginally significant interaction effect for compensation and apology. This significant interaction effect could indicate that the positive impact of an apology as part of a service recovery process could be intensified when accompanied by monetary compensation. Furthermore, the findings indicate that perceived justice (interactional justice, distributive justice, and procedural justice) are significant drivers of satisfaction in an e-service recovery. There was also a significant interaction effect with distributive justice and procedural justice in predicting e-service recovery satisfaction. The result suggests that when compensation is given, customers perceive that the e-service provider is following the rules and regulations in providing compensation in exchange for their losses.This helps transition the customer to a more equitable and satisfied state. The study also supports past research in traditional services by finding that all three perceived justice predictors were significant drivers of recovery satisfaction and that at least one interaction was significant in predicting e-service recovery satisfaction. In addition, another contribution from this study is the development of a new e-service recovery satisfaction scale. Lastly, this study contributes to the emerging stream of research on e-service recovery processes and satisfaction, and the empirical results further delineate the role of social justice in e-service recovery.

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Selmén, 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.

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Uppsatsen 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.

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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.

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Service 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.

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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.

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Ruksa, 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.

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Hvitman, 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.

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Today’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.

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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.

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Abstract Author : Alain Patrick Ngae a Njama Tutor : Peter Caesar Examiner : Pejvak Oghazi Title : After sales service: Complaint to Service Recovery Improvement Keywords : Service Recovery, Complaint handling, service failure, service process, Svetruck AB Background : It is real that everyday people purchase goods for their daily needs and satisfaction, but unfortunately it happen that some of those goods do not live up to the customer expectations. The reality when a failure occurred is something else because is the second chance giving to the service provider to show concern. Many research agreed that good recovery after a service failure can create a positive response from the customer side as example making them loyal and sharing their positive experience to others. Purpose: The purpose of this study is to look into how service recovery influence customer retention. Research question: How Does Company handles customer’s complaint in order to fulfill service recovery ? Method: Three respondents were selected within a heavy industry call Svetruck AB. Due to their position and number of year they have been working for this company. Many section of interview were organized in order to have a clear understanding of the inside out of the service handling process. Conclusion: Complaint handling appears to be very essential for each company willing to stay in the competitive word. Some will differ from the way they handle or treat their customer but the final issue for all companies will be to keep satisfies their customer for long-term relationship, also by reducing the cost of hunting new customers. Suggestion for further research : After the investigation of complaint handling from the service 3 provider side, we can think of other areas to investigate related to this topic. One of it will be to make an investigation on complaint handling from the customer point of view to find out how the customer perceived satisfaction after the service provider have handled their complaint. Another point may be to compare Svetruck complaint handling with the one of one of their mean competitor to see the point that differ them from the others. Further investigations can also be made on unsatisfied customers, those who have experience bad service recovery by then had chosen to switch to competitor.

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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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Yockel, Sharon Lynn. "Service recovery : a case study /". Online version of thesis, 1997. http://hdl.handle.net/1850/12325.

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Ma, 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.

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Lilienthal, Sonja K. "Service recovery in sport service contexts : an investigation of the veracity of the recovery paradox". The Ohio State University, 1997. http://rave.ohiolink.edu/etdc/view?acc_num=osu1300215011.

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Claesson, Jennifer, i Nina Dijnér. "Service Recovery Paradox: A quantitative research concerning customer post-recovery satisfaction in the service sector". Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-65197.

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The phenomena when customers perceive a service as better after a failure and the following recovery process has occurred is called service recovery paradox. In the case of the paradox, customers are more satisfied post-recovery in comparison to if the failure would not have occurred. How to best manage a service recovery depends on the type of service failure since the recovery actions should be adjusted in order to match the failure in a suitable way. Three surveys were conducted in this study, one for each type of failure classified as (1) Service delivery failures, (2) Failure to respond to customer needs and requests and (3) Unprompted and unsolicited employee actions. Each survey presented a scenario in three parts. The first part of the scenario was neutral, the second part was post-failure and the third part was post-recovery. The respondents had to take a standpoint regarding their level of satisfaction after each scenario part. The findings from this study confirm the possibility for an increase in customer post-recovery satisfaction concerning (1) Service delivery failures combined with suitable recovery actions, hence the service recovery paradox was found. In the case of (2) Failures to respond to customer needs and requests combined with suitable recovery actions, the level of post-recovery customer satisfaction did not reach pre- failure satisfaction. The last type of service failure, (3) Unprompted and unsolicited employee actions, resulted in the lowest level of customer satisfaction both post-failure and post-recovery and was hence most far away from the paradox.

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Edström, Andreas, i 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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Anundi, Daniel. "Service recovery i praktiken : En kvalitativ studie av användandet av service recovery-teorier i ett tjänsteföretag". Thesis, Linköpings universitet, Institutionen för datavetenskap, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-73062.

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Denna studie har undersökt den praktiska användbarheten av befintliga teoretiska ramverk inom service recovery-området som utgångspunkt för att utvärdera och utveckla recovery-arbetet i tjänsteföretag. En datainsamling på ett större svenskt tjänsteföretag har genomförts med ett fokus baserat på befintliga teorier om service recovery. Det insamlade materialet har sedan bearbetats av nyckelpersoner på företaget och funnits leda till en inte oansenlig mängd insikter och åtgärdsförslag relaterat till organisationens recovery-verksamhet. Detta leder till slutsatsen att de teoretiska ramverk som beskriver service recovery-processen framgångsrikt kan användas för att styra utvärdering och utveckling av en organisations recovery-verksamhet. Information som insamlats med befintliga teorier som lins har visats vara relevant för en organisations insikter om det egna recovery-arbetet samt bidragit till utveckling av recovery-verksamheten.

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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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Svensson, Tilda, i 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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Hope, Peter C. "Service failure and recovery : relational aspects of communication in the service encounter". Thesis, Queensland University of Technology, 2002.

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Ekeström, Frida, i Eva Tiselius. ""Man måste vara egoistisk för att kunna hjälpa andra" : -En studie om hanteringen av service recovery på Icehotel och Björkliden". Thesis, Umeå universitet, Handelshögskolan vid Umeå universitet (USBE), 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-45595.

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Service recovery innebär företags försök att uppväga kunders negativa reaktioner på ett misslyckande vid leverans av en tjänst. Det här är ett relativt välutforskat ämne, men fokus är nästan uteslutande på kunden och hur den ska hanteras. Kundperspektivet är dock bara en av tre delar som ingår i service recovery. Förutom att göra kunderna nöjda, behöver företag arbeta aktivt med att förbättra processerna samt ge medarbetarna rätt förutsättningar för att hantera misslyckanden och därefter återhämta sig. Det sistnämnda, kallat employee recovery, upplever vi ha blivit bortprioriterat och nonchalerat i en majoritet av tidigare forskning inom service recovery. Den här uppsatsen har därför för avsikt att belysa employee recovery, för att få nöjda och lojala medarbetare. Studien är utförd på två turismföretag i norra Lappland, Icehotel och Björkliden. Vi har använt en kvalitativ forskningsstrategi, där vi genom semistrukturerade intervjuer åskådliggjort hur receptionisterna och deras chefer arbetar med service recovery. 16 intervjuer genomfördes och syftet var att därigenom finna hinder och drivkrafter för employee recovery, dvs. hur medarbetarna stöttas till återhämtning efter att ha hanterat missnöjda kunder. De slutsatser vi dragit, utifrån det empiriska materialet, kan sammanfattas med att hur medarbetare upplever employee recovery framförallt beror på kontexten. Vi vill därför framhäva att generaliserbarheten för slutsatserna är högst begränsad. Receptionisternas bemyndigande, dvs. hur de tillåts ta egna initiativ, förefaller var en stark drivkraft för employee recovery. Icehotel arbetade aktivt med att bemyndiga sin personal, medan Björkliden var betydligt mer restriktiva i detta avseende. Enligt vår studie gynnas employee recovery av att receptionerna på båda företagen leds av en karismatisk och deltagande receptionschef. Dock skiljer sig stöttningen åt mellan företagen, i och med skillnader i den ovan nämnda inställningen till bemyndigande. Stolthet och lojalitet gentemot företagen verkar även det skilja de båda receptionsstaberna åt. På Icehotel ser vi en drivkraft för employee recovery i receptionisternas stolthet över företaget, samtidigt som vi frågar oss om deras utryckta lojalitet främst kan kopplas till receptionschefen som person, snarare än till företaget i sig. I Björkliden framstår receptionisterna förvisso uppleva en viss typ av stolthet, men den tycks framförallt vara relaterad till den naturupplevelse som destinationen kan erbjuda. Däremot brister lojaliteten i andra avseenden, som exempelvis att förbättringar upplevs utföras efter felaktiga prioriteringar. Ytterligare en slutsats är att den främsta motivationsfaktorn för att utföra service recovery är inre belöning. Det här tycker vi sammanfattas bra med studiens titel, som en av receptionisterna utryckte, ”man måste vara egoistisk för att kunna hjälpa andra”.

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Rattfelt, Maria, i Åsa Sjöstrand. "Service Recovery : Tjänsteföretagens viktigaste tillgång i kvalitetsutvecklingen?" Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-3585.

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Uppsatsen skrevs i samband med Konsumentverket och undersöker hurKarlstadsbuss använder sig av service recovery i sitt dagliga arbete.

Service recovery innebär att så fort en kund upplevt något negativt i samband med ett företagsmöte så ska denne få återkoppling i form av en ursäkt, pengar tillbaka eller någon annan typ av förmån. Lyckas företaget ge kunden detta så fort som möjligt så förhindrar det att kunden får en negativ bild av företaget som den sprider vidare till personer i sin omgivning.

För att få djupare kunskap i ämnet har tidigare teorier om klagomålshantering, service recovery och hur företag kan motivera sina anställda till att vara mer serviceinriktade studerats.

Syftet med den här uppsatsen är att studera hur service recovery används i ett kollektivtrafikföretag och hur det tillämpas i hela organisationen.

Först studerades teorier inom ämnet och sedan gjordes en empirisk undersökning, uppsatsen är med andra ord uppbyggd enligt den deduktiva strategin.

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Gotsis, V. "Service failure and recovery in UK airlines". Thesis, University of Salford, 2016. http://usir.salford.ac.uk/41175/.

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This research has focused on the service failure and recovery of the Airline industry and the impact that has on customer satisfaction along with the task to identify optimal recovery strategies. It has identified 22 Failure types that occurred during service failure and has expanded the understanding of the impact that several factors such as Severity of Failure, Failure type, Emotion and Justice have on Post Failure Satisfaction (PFS), on Satisfaction with Recovery (SWR), on Post Recovery Satisfaction (PRS) and Loyalty through the use of a suggested model (conceptual framework). More specific it has found that the factors of Severity of Failure (exclusively for the airline industry) and Failure type have a negative effect on Post Failure Satisfaction (PFS), on Satisfaction with Recovery (SWR), on Post Recovery Satisfaction (PRS) and Loyalty. In addition, the factor of Emotion did not have a significant effect on Post Recovery Satisfaction (PRS) and Loyalty while the factor of Justice has. It has also identified some recovery strategies that work more effectively after the occurrence of service failure. More particularly the strategies of providing (on behalf of the airline company) : (1) Opportunity to voice my view/feelings, (2) Correction of the problem, (3) Staff empowered to solve the problem, (4) Apology for the service failure), (5) Follow-Up in writing from airline manager, (6) Facilitation for making complain process easier, (7) Appropriate place to explain/handle the complaint, (8) Understanding staff and some others to a smaller extent, work more effectively with regards to the recovery process for the customer. The research had a quantitative approach and was carried out with multivariate statistics (IBM’s SPSS software package) such as Analysis of Variance (ANOVA) and (OLS) Regression analysis. It suggested a model (conceptual framework) where several factors were tested with the above-mentioned statistics. Further this research has also revealed some service quality models for the airline industry (both industry specific and non) that work better and more specific suggested the use of the Hierarchical model along with industry-based models. In addition, the usage of the SERVPEX and SERVPERF models cannot be totally rejected as there are arguments from both sides. Overall this research has contributed to theory by demonstrating through a conceptual framework what general impact exist in the whole service failure and recovery process with regards to the factors of Severity of Failure, Failure type, Emotion and Justice. The findings provide a significant contribution to the literature.

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21

Mohammad, Allan, i Jens Olsson. "Service Recovery inom telekombranschen - Hantering av eWOM". Thesis, Högskolan i Gävle, Företagsekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-30152.

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Titel: Service Recovery inom telekombranschen - Hantering av eWOM Nivå: C-uppsats inom företagsekonomi Författare: Allan Mohammad & Jens Olsson Handledare: Akmal Hyder & Michelle Rydback Datum: 2019 - juni Syfte: Syftet är att analysera hur telekomföretag hanterar negativ eWOM genom arbetet med Service Recovery. Metod: Studien präglas av en kvalitativ forskningsmetod där datainsamlingen utgörs av tio semistrukturerade intervjuer som sedan bearbetats. Resultat & slutsats: Utifrån studien framgår det att de tillfrågade butikscheferna inom telekombranschen inte har specifika riktlinjer och strategier för att hantera negativ eWOM utan att det hanteras mer centralt inom företaget av andra avdelningar. Studien visar att butikscheferna lägger stor vikt på att skapa förståelse för kunder och utformar hanteringen av deras missnöje därefter. Studien visar också att negativ eWOM kan ha en positiv påverkan på företag då de kan korrigera arbetssättet för att få färre missnöjda kunder. Studiens bidrag: Studien bidrar till forskning inom området marknadsföring eftersom den ger en ökad förståelse för hur telekomföretag i Sverige hanterar negativ eWOM. Det praktiska bidraget är att studien kan underlätta för telekomföretag genom förslag på nya strategier för att hantera negativ eWOM och effektivisera Service Recovery-processen. Förslag till vidare forskning: Forskningen kan fördjupas genom att utgå från ett kundperspektiv. I studien ges en kortfattad beskrivning av kundens perspektiv. Studien utgår huvudsakligen från ett företagsperspektiv. Ett kundperspektiv kan bidra till att studien ses ur en ny synvinkel och kan därmed stärka studiens resultat. Ett förslag är också att utvidga den geografiska avgränsningen för ett generaliserbart resultat.
Title: Service Recovery in the telecom business - Handling of eWOM Level: Final assignment for Bachelor Degree in Business Administration Author: Allan Mohammad & Jens Olsson Supervisor: Akmal Hyder & Michelle Rydback Date: 2019 - June Aim: The purpose of the study is to analyze how telecom companies handle negative eWOM through Service Recovery. Method: The study is characterized by a qualitative research method and the data collection consists of ten semi-structured interviews, which have been processed later on. Result & conclusions: The conclusion of the study is that store managers in the telecom industry do not have specific guidelines and strategies for managing negative eWOM. Negative eWOM is handled by other departments within the company. The study shows that store managers place their emphasis on creating understanding of customer needs and approach customer dissatisfaction based upon customer needs. The study also shows that negative eWOM can have a positive impact on companies as they can develop working methods to get fewer dissatisfied customers. Contribution: The study contributes to research in the field of marketing as it provides an increased understanding of how telecom companies in Sweden handle negative eWOM. The practical contribution is that the study can make it easier for telecom companies by proposing new strategies to handle negative eWOM and streamline the Service Recovery-process. Suggestions for future research: We believe that the research can be deepened by viewing the situation from a customer perspective. In this study, we have provided a short description of the customer perspective. The main focus is the business perspective. The customer perspective can contribute to a new point of view and can thus strengthen the result. For further research, we also suggest that researchers expand the geographical boundaries to generalize the result.

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Hamadi, Rachid Computer Science &amp Engineering Faculty of Engineering UNSW. "Formal Composition and Recovery Policies in Service-Based Business Processes". Awarded by:University of New South Wales. Computer Science and Engineering, 2005. http://handle.unsw.edu.au/1959.4/20666.

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Process-based composition of Web services is emerging as a promising technology for the effective automation of integrated and collaborative applications. As Web services are often autonomous and heterogeneous entities, coordinating their interactions to build complex processes is a difficult, error prone, and time-consuming task. In addition, since Web services usually operate in dynamic and highly evolving environments, there is a need for supporting flexible and correct execution of integrated processes. In this thesis, we propose a Petri net-based framework for formal composition and recovery policies in service-based business processes. We first propose an algebra for composing Web services. The formal semantics of this algebra is expressed in terms of Petri nets. The use of a formal model allows the effective verification and analysis of properties, both within a service, such as termination and absence of deadlock, and between services, such as behavioral equivalences. We also develop a top down approach for the correct (e.g., absence of deadlock and termination) composition of complex business processes. The approach defines a set of refinement operators that guarantee correctness of the resulting business process nets at design time. We then introduce Self-Adaptive Recovery Net (SARN), an extended Petri net model for specifying exceptional behavior in business processes. SARN adapts the structure of the underlying Petri net at run time to handle exceptions while keeping the Petri net design simple and easy. The proposed framework caters for the specification of high-level recovery policies that are incorporated either with a single task or a set of tasks, called a recovery region. Finally, we propose a pattern-based approach to dynamically restructure SARN. These patterns capture the ways past exceptions have been dealt with. The objective is to continuously restructure recovery regions within the SARN model to minimize the impact of exception handling. To illustrate the viability of the proposed composition and exception handling techniques, we have developed HiWorD (HIerarchical WORkflow Designer), a hierarchical Petri net-based business process modeling and simulation tool.

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Ogungbure, AKINS TUNJI. "AN ATTRIBUTIONAL APPROACH TO THE FORMATION OF RECOVERY EXPECTATIONS IN THE INTERNET-BASED SERVICE ENCOUNTERS AFTER SERVICE FAILURE AND RECOVERY". NSUWorks, 2009. http://nsuworks.nova.edu/hsbe_etd/87.

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This dissertation examines how customers' attribution for service failures and expected recovery in online service encounters are influenced by whether the recovery efforts are satisfying or dissatisfying to the customers; the relationship between satisfaction and other behavioral outcomes such as intention to remain and word-of mouth is examined. Many customers are using the Internet to purchase products and services, pay bills online, and make hotel and airline reservations. The Internet service recovery encounter warrants special attention because of its inherent ramifications such as the ease of attributing failure to the service provider after a service failure, the lack of interpersonal relationship, and the ease of leaving one service provider for another. The purpose of this study is to explore some of the importance of Internet service recovery mechanisms relative to customer's attribution for failure, expected service recovery, satisfaction, and intent to remain. This study further seek to explore how these mechanisms can be employed by the service providers to improve customer satisfaction, minimize negative word-of-mouth, and improve the firm's profitability. Many studies have examined customer satisfaction/dissatisfaction in traditional retailing, and the antecedents of the unsatisfactory behavior however, the same cannot be said of the Internet service encounters despite ecommerce revolution and its impacts on retailing and service encounters. A conceptual framework of recovery expectation and satisfaction in Internet based service encounters is presented, and a scenario-based experimental design is developed to measure the constructs. A web-based data collection was employed and the collected data were analyzed using correlation and regression analysis to provide answers to the research questions. The results of the analyzed data were discussed and presented. The findings overwhelmingly support all the hypotheses and contribute to the field of marketing by exploring some issues that might be unique to the online shopping experience and add more to the body of literature on online service failure and recovery management. The managerial implications, limitations, and future research directions are also presented.

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24

Tan, Chee-Wee. "Understanding e-service failures : formation, impact and recovery". Thesis, University of British Columbia, 2011. http://hdl.handle.net/2429/36390.

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E-service failure has been the bane of e-commerce by compelling consumers to either abandon transactions entirely or to switch to traditional brick-and-mortar establishments. More often than not, it is not the manifestation of e-service failure that drives away consumers, but rather, the absence or inadequacies of service recovery solutions that led to undeserved anger and frustration. Yet, despite the ‘dangers’ posed by e-service failures, there has not been a study to-date that systematically investigates how perceptions of failure emerge within an online transactional environment and what can be done to address these sources of potential consumer disappointments. Drawing on the Expectation Disconfirmation Theory (EDT) and the Counterfactual Thinking Perspective, this study synthesizes contemporary literature to arrive at separate typologies of e-service failure and recovery. Then, an integrated theory of e-service failure and recovery is constructed together with testable hypotheses. To empirically validate the model, two studies have been conducted and their designs elaborated. Essentially, findings from the two studies serve to inform both academics and practitioners on: (1) how consumer perceptions of different types of e-service failure manifest on e-commerce websites; (2) the impact of these perceptual failures on consumers’ expectations about transactional outcome, process and cost, as well as; (3) what kind of e-service recovery technology would be beneficial in alleviating negative failure consequences.

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25

Ma, Tiejun. "Quality of service of crash-recovery failure detectors". Thesis, University of Edinburgh, 2007. http://hdl.handle.net/1842/2124.

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This thesis presents the results of an investigation into the failure detection problem. We consider the specific case of the Quality of Service (QoS) of crash failure detection. In contrast to previous work, we address the crash failure detection problem when the monitored target is resilient and recovers after failure. To the best of our knowledge, this is the first work to provide an analysis of crash-recovery failure detection from the QoS perspective. We develop a probabilistic model of the behavior of a crash-recovery target, i.e. one which has the ability to recover from the crash state. We show that the fail-free run and the crash-stop run are special cases of the crash-recovery run with mean time to failure (MTTF) approaching to infinity and mean time to recovery (MTTR) approaching to infinity, respectively. We extend the previously published QoS metrics to allow the measurement of the recovery speed, and the definition of the completeness property of a failure detector. Then, the impact of the dependability of the crash-recovery target on the QoS bounds for such a crash-recovery failure detector is analyzed using general dependability metrics, such as MTTF and MTTR, based on an approximate probabilistic model of the two-process failure detection system. Then according to our approximate model, we show how to estimate the failure detector’s parameters to achieve a required QoS, based on Chen et al.’s NFD-S algorithm analytically, and how to execute the configuration procedure of this crash-recovery failure detector. In order to make the failure detector adaptive to the target’s crash-recovery behavior and enable the autonomy of the monitoring procedure, we propose two types of recovery detection protocols. One is a reliable recovery detection protocol, which can guarantee to detect each occurring failure and recovery by adopting persistent storage. The other is a lightweight recovery detection protocol, which does not guarantee to detect every failure and recovery but which reduces the system overhead. Both of these recovery detection protocols improve the completeness without reducing the other QoS aspects of a failure detector. In addition, we also demonstrate how to estimate the inputs, such as the dependability metrics, using the failure detector itself. In order to evaluate our analytical work, we simulate the following failure detection algorithms: the simple heartbeat timeout algorithm, the NFD-S algorithm and the NFDS algorithm with the lightweight recovery detection protocol, for various values of MTTF and MTTR. The simulation results show that the dependability of a recoverable monitored target could have significant impact on the QoS of such a failure detector. This conforms well to our models and analysis. We show that in the case of reasonable long MTTF, the NFD-S algorithm with the lightweight recovery detection protocol exhibits better QoS than the NFD-S algorithm for the completeness of a crash-recovery failure detector, and similarly for other QoS metrics.

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Johnston, Robert. "The service quality factors : satisfaction, dissatisfaction and recovery". Thesis, University of Warwick, 1993. http://wrap.warwick.ac.uk/34729/.

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Service quality appears to transcend a number of, as yet, only loosely related fields including operations management, service management and consumer behaviour. The intention of the first part of this research was to draw together some parts of these complementary literatures in order to understand the nature of service quality. The objective of the empirical study was to identify the customer-based determinants of service quality, in particular to identify those service quality factors which tend to lead to satisfaction, those that tend to lead to dissatisfaction and those that are important to the process of service recovery. The purpose of the research was to add to the growing body of knowledge on service quality and to help managers undertake activities for the measurement, control and improvement of service quality. The empirical study took a logical positivist/empiricist approach using customer's perceptions of reality. The chosen research instrument was the critical incident technique. The study found that the various quality factors do have different, though not exclusive, effects on the outcome of the service experience in terms of satisfaction or dissatisfaction. It was also found that the dissatisfaction factors and the satisfaction factors are not the obverse of each other. Furthermore, the satisfaction factors are primarily tangible factors, underlining the critical role of service staff in providing satisfaction, and the dissatisfaction factors are primarily intangible factors stressing the more systemic issues that tend to result in dissatisfaction. It was suggested that these factors may either act as switches, amending customers' perceptions of the service experience during the service itself, or act as levers upon the customers' satisfaction or dissatisfaction thresholds. Service recovery was also identified as a key creator of satisfaction and a number of factors were identified that support the recovery process. It has been suggested that operations managers should be concerned with designing-in satisfaction switches/levers and removing dissatisfaction switches/levers. They should also be concerned with implementing systems to seek out failures and to try to recover from them.

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Sutherland, Sophie. "Forensic mental health service users' narratives of recovery". Thesis, Staffordshire University, 2018. http://eprints.staffs.ac.uk/4904/.

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This thesis aims to explore the recovery experiences of forensic mental health service users. In doing so, it seeks to add to the small but growing field of literature exploring the application of recovery principles in forensic settings. Paper one is a review of the current literature, synthesising the recovery experiences and perceptions of forensic mental health service users. A total of 10 papers were included in the thematic review. Five themes were identified; hope; connecting with others; meaningful occupation, roles and identity; the powerful environment of the hospital; and coming to terms with the past and diagnosis. Paper two is an empirical paper which explores the recovery stories of five male participants who had been detained in a low secure forensic service and discharged into the community. A narrative analysis reveals the shared personal, community and dominant cultural recovery narratives. Counterstories were also identified. The findings are discussed in relation to the clinical implications, in particular how to work within a cultural narrative of openness about mental illness stories, but secrecy around offending narratives. Further research implications are also discussed. Paper three is an executive summary which seeks to provide an accessible summary of the empirical research paper. This provides an overview of the research, highlighting the key points and salient information in terms of clinical implications for service delivery in a forensic context.

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Ching, Wai Fan. "The effect of interpersonal touch during service recovery". Thesis, Queensland University of Technology, 2020. https://eprints.qut.edu.au/201434/1/Wai%20Fan_Ching_Thesis.pdf.

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Interpersonal touch is frequently promoted for its positive outcomes in business communication. Frontline employees touch consumers primarily to foster a better consumer-employee relationship, leading to higher revenue. This thesis examines how consumers respond to an employee touch during a service recovery. Using three experiments, this thesis addresses the following research gaps: (a) the absence of literature on the effects of interpersonal touch during service recovery; (b) understanding the joint effect of interpersonal touch and perceived employee responsibility during service recovery; and (c) the absence of empirical analysis of interpersonal touch mediators regarding interpersonal touch during service recovery.

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Persson, Josefine, i Amelie Claesson. "Service Quality Dimensions in an Online Context : -A Perspective Comparison of Service Recovery". Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19390.

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Service quality and service recovery has been found to play a significant role in customer satisfaction and future purchase intentions. Many studies have been conducted on how to manage either the company perspective or customer perspective of these two concepts. Using the findings from five qualitative company interviews and three customer focus groups, this study addresses the purpose “to identify similarities and differences between the company and customer perspectives of service recovery in a quality system online”. The research identifies how companies in the service industry work with their websites and customer service as a tool for service quality and recovery. The company perspective is then compared to identified customer preferences in order to find similarities and differences that needs to be improved. The qualitative surveys are based on six dimensions of two existing models for service quality and service recovery online and the findings show similarities in all six dimensions, as well as several differences.

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Lee, Ching-Yun, i 李錦雲. "The Study of Delay of Service Recovery and Satisfaction of Service Recovery". Thesis, 2003. http://ndltd.ncl.edu.tw/handle/58382213322568025853.

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碩士
中國文化大學
國際企業管理研究所
91
The purpose of this study is empirically to examine the relationship between the delay of service recovery and customers’ satisfaction of the service recovery. We’ve based on the following hypotheses to explore this study: the service recovery is an important factor of affecting customers’ satisfaction; furthermore, customers believe that service provider’s failure can be amended by effective and proper service recovery, and will reduce the negative effect on the customers because of service failure. To all enterprises, especially to the service industry, it is inevitable that during the process of service delivery, the occurrence of service failure will happen. Nevertheless, with completed and timely service recovery strategies, customers can be regained, loyalty can be promoted, and customer satisfaction can be fulfilled, as well as goodwill plus repurchase can be up-lifted. Therefore, once the service failure occurs, a swift and effective service recovery program should be put into work immediately, in order to cut down the loss of customers and to escalate the customer satisfaction. We’ve adapted the experimental design method in our study and 320 questionnaires have been analyzed. Four important results have been found as follows: 1.The worse the service failure has been made, the lower customer evaluation in terms of service recovery satisfaction, repurchase and goodwill shall occur. Negative influence on service appraisals is inevitable. 2. The better the service recovery is provided, the higher customer evaluation in terms of service recovery satisfaction, repurchase and goodwill shall occur. Positive influence on service appraisals is recognized. 3. The longer the delay of service recovery is taken, the lower customer evaluation towards after service recovery satisfaction. Negative influence on after service recovery evaluation is expected. 4. Under the mild level of service mistake, the delay of service recovery will cause a significant interruptive effect on service recovery satisfaction evaluation by customers. The conclusion of this study has shown that under the influence of service recovery satisfaction, the service failure and service recovery programs has far more influence than the delay of service recovery

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CHANG, SHIH-YUAN, i 張詩苑. "The External Attribution and Service Recovery Satisfaction of Service Co-recovery-Investigation on the Impact of Levels and Results of Service Co-recovery and the Validation of Service Recovery Paradox". Thesis, 2017. http://ndltd.ncl.edu.tw/handle/xq6f89.

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碩士
國立雲林科技大學
企業管理系
105
Experiment 1 of this study explores the level of service co-recovery and the impact of service co-recovery results on external attribution and customer satisfaction, whereas Experiment 2 explores whether any service recovery paradox exists under service co-recovery situations. Experiment 1 is a 2 x 2 factorial experiment, mainly exploring the level of service co-recovery (high or low) and the impacts of service co-recovery results (successful or unsuccessful) on external attribution and customer satisfaction for the tested subject. The results of this study show: (1) The external attribution of the unsuccessful service co-recovery result group is more highly attributable than the successful group. (2) Customer satisfaction of the successful service co-recovery result group is higher than the unsuccessful group. (3) The external attribution of the low level service co-recovery group is more highly attributable than the high level group. (4) When the service co-recovery result is successful, the external attribution of low level service co-recovery group is more highly attributable than the high level group, whereas when the service co-recovery result is unsuccessful, there is no significant difference between the level of service co-recovery and external factors. (5) External attribution have a significant negative impact on customer satisfaction. Experiment 2 uses the level of service co-recovery (high or low) as an independent variable, and uses another control group, therefore it is experimental design involving three groups. The results of this study show that customer satisfaction of the control group is significantly lower than that of the high and low service co-recovery level groups, however, there is no significant difference between the high and low level service co-recovery groups. This indicates that customer satisfaction is significantly higher for both high and low level service co-recovery groups than that of the control group, which shows that service recovery paradox exists.

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32

Pan, Su-Ching, i 潘素靜. "Service Failure and Service Recovery in Customer Service Center". Thesis, 2010. http://ndltd.ncl.edu.tw/handle/28607277465648262314.

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碩士
大葉大學
管理學院碩士在職專班
98
The service call center has been highly valued in recent years; however, the service quality has been called into question. Therefore, this study aims to investigate and find out the reasons for service failures of the service call center and different types of service recovery by using SSIT (Subjective Sequential Incidents Technique). Sixteen cases about service failures are collected. The subjects are undergraduate students, graduate students, and in-service graduate students in Chang-Hua area. After the analysis of the cases, the following anger points are found regarding meeting customers, requirements, refunding or the exchange of commodities, and billing arguments: continual service failures, repeated checks on personal data, troubles caused by service failures, irresponsibility, refusal to meet customers’ requirements, incomplete records, secret administration, threatening, and the identification of service persons requested. The types of service recovery include oral apology, admitting the mistakes and seeking for help, explaining the reasons for service failures, informing customers of the exchange of commodities, customer appeasement, and mending failures. In order to enhance the quality of the customer service call center, it is strongly advised that the service call center should avoid repeated service failures and try to provide satisfactory recovery measures that customers can identify with.

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33

Wu, Ling-Chuan, i 吳綾娟. "The Influences of Mechanistic and Organic Online Services Recovery Approach on Service Recovery Performance". Thesis, 2013. http://ndltd.ncl.edu.tw/handle/47u4hm.

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碩士
國立臺中科技大學
企業管理系事業經營碩士班
101
The prevalence of online transactions increases the occurrences of service failure during online shopping. Service recovery failure is a driving factor in customers choosing to switch service providers, affecting the firm’s reputation and profitability. Service recovery can be regarded as a chance for firms to compensate and rebuild the relationship with the customers. Several previous studies discuss service failure and service recovery, but few studies shed lights on online service recovery. Among these studies related to online service recovery, most of them focus on Internet service, or explore the self-service, neglecting service recovery in the online shopping context. In addition, given that service recovery satisfaction for customers has been well explored, this study focuses on the service recovery mechanism at firm level. This study would like to investigate the influence of online service recovery mechanism on employees’ service recovery performance for online retailers. This study applies Homburg & Fürst’s (2005) research, by extending mechanistic and organic approach for frontline staff online service recovery. This study explores the influences of mechanistic service recovery mechanism on service recovery efficacy. This study also investigates the moderating roles of organic service recovery mechanism on the relationship between mechanistic service recovery mechanism and service recovery self-efficacy. In addition, based on the Theory of Planned Behavior (TPB), this study explores the impacts of the frontline staff’s ability (service recovery efficacy) and willingness (service recovery accountability) on service recovery performance. This study collected data from frontline staff’s who have service recovery experiences and used PLS to analyze the research hypotheses. The results of this study indicate that the process guideline of mechanistic service recovery mechanism and the outcome guideline of mechanistic service recovery mechanism have significant impacts on employees’ service recovery efficacy. Besides, organic service recovery mechanism moderates the relationship between behavioral guidelines of mechanistic service recovery mechanism and employees’ service recovery efficacy. The results imply that while using behavioral guidelines of mechanistic service recovery mechanism, firms need to provide reward & training system to motivate employees for service recovery. Finally, this study confirms the interrelationship among service recovery efficacy, recovery accountability and recovery performance. The findings could provide guidance for online retailers to establish appropriate service recovery mechanism and thus improve frontline staff service recovery performance.

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Yu, Chiao-Chin, i 余巧琴. "The associations among orphan policy service recovery strategy, service recovery satisfaction and relationship retention". Thesis, 2015. http://ndltd.ncl.edu.tw/handle/60720959349797283189.

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碩士
淡江大學
企業管理學系碩士在職專班
103
This study aims the life insurance policyholder as the main study subjects to discuss the associations among the service recovery strategy of orphan policy, satisfaction of the service recovery and the relationship retention. This study adopts the random sampling method to get the samples. Total 384 questionnaires were distributed and 300 questionnaires were returned. Deducting the invalid questionnaires, there were 284 valid questionnaires and the return rate of valid questionnaires is 95.33%. This study uses the SPSS software to make the statistical analysis, including the descriptive statistics analysis, factor analysis, reliability analysis, correlation analysis and regression analysis. The main results of the study are as follows: 1.The service recovery strategy can enhance the satisfaction of the service recovery. 2.The satisfaction of the service recovery can enhance the relationship retention. 3.The service recovery strategy can enhance the relationship retention. 4.The relationship between the service recovery strategy and relationship retention is mediated by the service recovery satisfaction. Therefore, we suggest the Life Insurance Industry shall strengthen the service recovery strategy of the orphan policy and sufficiently empowers the employees who are in charge of the service recovery to enhance the satisfaction of the service recovery and then improve the relationship retention.

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35

Hou, Yi-Jhen, i 侯亦貞. "The Effect of Service Recovery on Satisfaction of Service Recovery and Third-party Action". Thesis, 2010. http://ndltd.ncl.edu.tw/handle/35707755309070890141.

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碩士
國立嘉義大學
行銷與運籌研究所
98
Service recovery is critical to determine consumer overall satisfaction with a service provider. Although past research has been largely investigated into service recovery fields, it still has lack of investigation on the relationships among service recovery, third-party action, types of service recovery and transaction relationship, especially, the relationships moderated by types of service recovery and transaction relationship. The study used a 2(type of service recovery) × 2(type of service failure) × 2(transaction relationship) between subject experimental designs to test research hypotheses. The results found that tangible service recovery has greater impact on distributive justice than psychological service recovery did. On the contrary, consumer received the psychological service recovery will perceive higher interactional justice. Perceived justice is positively related the satisfaction and negatively related to third-party action. To the moderating effect, distributive justice has significantly negative influence on third-party action only under core product failure circumstance. Moreover, interactional justice has significantly negative impact on third-party action only under service encounter failures.

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36

Cheng, Shao-Cheng, i 鄭紹成. "Service Failure, Service Recovery and Customer Respond in Service industry". Thesis, 1997. http://ndltd.ncl.edu.tw/handle/92372228512882135112.

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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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37

Ko, Yi-Chun, i 柯怡君. "The Effectiveness of Service Recovery after Service Failure in Online Shopping—Take Service Recovery Satisfaction as a Mediator". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/65294788870610386604.

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碩士
國立臺北大學
企業管理學系
95
The amount of online shopping has grown up steadily in 2001-2003. Based on the revenue of Taiwan’s main online shopping corporations, the amount of Taiwan’s 2006 electronic commerce reach to 145.2 billion, and the amount of Taiwan’s 2007 electronic commerce estimate to 200 billion. As prosperity in Taiwan’s electronic commerce, the services provide on internet have increased more and more. Owing to invisibility, inseparability, vanishes, heterogeneity and plus humans in it, the service failures are unavoidable. MIC (2006) indicates that uncertainty of after-sell services and deceives on the internet auction are two major reasons which customers worry about. Holloway & Beatty (2003) in their research also shows that customers have been had delivery, security, customer service and web site design problems. Above-mentioned reveals that even the prosperity in electronic commerce, but the service providers need to reinforce the commodity management and customer service. In this research, takes the above-mentioned as background. Use compensation, response speed and apology to represent distributive, procedural and interactional justice in perceived justice, and investigate the effect of three factors to service recovery satisfaction and see if there has interactional effect between it. Does service recovery satisfaction as a mediator of service recovery and post-complaint behaviors? In the different kinds of customer clusters, does the service recovery satisfaction to post-complaint behaviors (repurchase intent and positive word-of-mouth) have significant difference? In this research, adopt 2 (compensation/no compensation) × 2 (immediately response/delayed response) × 2 (apology/no apology) to test experimental manipulation. After that, use the descriptive statistics, Spearman relation analysis, t-test, ANOVA, factor analysis and cluster analysis to examine hypotheses. The research object regards who bought commodities online before. The valid samples are 240. Results support that provide compensation in service recovery is more effective than that doesn’t, provide immediately response is more effective than that provide delayed response, and provide apology in service recovery is more effective than that doesn’t. But there don’t have interaction effects between the three factors. And service recovery has effect on post-complaint behaviors (repurchase intent and positive word-of-mouth) through customers’ cognitive degree of service recovery satisfaction. At last, in different kinds of customer clusters, there are significant differences between service recovery satisfaction and post-complaint behaviors (repurchase intent and positive word-of-mouth).

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38

yih-lan, Tsang, i 臧憶蘭. "A Study of the Relationship among Customer Complaint Behavior, Service Recovery, Service Recovery Performance, Service Recovery Disconfirmation, after Service Recovery Satisfaction and Follow-up Behavior of Customer- An Example of Japanese Airline Call Ce". Thesis, 2008. http://ndltd.ncl.edu.tw/handle/74590246165346065082.

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碩士
大葉大學
國際企業管理學系碩士在職專班
96
The service quality of the airline of Japan is well-known in the world The main purpose of this research is to discuss the relationship about the domestic Japanese-style airline call center deal with the customer complaint behavior, service recovery, service recovery disconfirmation, after service recovery satisfaction and follow-up behavior of customer. We have issued the questionnaires totally in 293 copies, minus 12 invalid questionnaires and final valid questionnaires are for 281 copies & effectiveness ratio is 93.6%. This research was adopted SPSS and AMOS as the statistics analysis implements. Using the different analysis methods on questionnaires such as Reliability Analysis, Ef-ficient Qualifying, Descriptive statistics, Independent-sample T-test, Single Factor Vari-ety Analysis and AMOS Routes Analysis. After checking and examination the data analysis carefully, found the conclusions as follows: Customer complaint behavior had a positive effect on service recovery expectation, but no effect on service recovery performance . Service recovery expectation had a negative effect on service recovery disconfirmation, but had positive effect had positive effect on service recovery satisfaction. Service recovery performance had positive effect on service recovery disconfirmation and service recovery satisfaction. Service recovery disconfirmation had a positive effect on service recovery satisfaction. Service recovery satisfaction had a positive effect on follow-up behavior of customer.

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39

Chen, Pao-Chung, i 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.

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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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40

Yu, Ya-Ping, i 游雅萍. "Service Failure and Service Recovery in Apparel Retailing:Dramaturgical Analysis". Thesis, 2007. http://ndltd.ncl.edu.tw/handle/96511512431246032527.

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碩士
大葉大學
人力資源暨公共關係學系
95
Service failure and service recovery are important issues for researcher. Based on customer experience management, the study is devoted to the possibility of extending the traditional research of service failure. Besides, SSIT method will be introduced by this research and we will discuss the possible way of the SSIT method for some other research. To improve the Critical Incident Technique, the work utilizes Subjective Sequential Incidents Technique to the discussion of service failure. Accordingly, the traditional CIT in the compressed operation mode of complicated information can be replaced by the detailed conceptualization of customer emotion experience. The study establishes the subjective service deliver blueprint in apparel retailing research using SSIT, which is an extension path form of negative motion with particular industry consumer. Such a form in the dress retail includes ten stages remarkable. Moreover, the work presents a concept framework with seven kinds of classification, such as comprise cause affairs, recessive, the appropriate response, dramaturgy, recovery, link, and admonish. Finally, we compare Bitner’s categorization of service failure. We find some types of service failure cannot be found in Bitner’s categories.

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41

Huang, Wen-Ham, i 黃文翰. "A study of the Relationship Among Service Recovery Disfirmation, Service Recovery Satisfaction and Consumer Behavior Intention". Thesis, 2002. http://ndltd.ncl.edu.tw/handle/02517378904325684383.

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碩士
國立東華大學
觀光暨遊憩管理研究所
90
Abstract: This study extends previous research by applying RECOVSAT instrument to investigate Taiwanese with service failure and recovery experience while dining at restaurants in Taiwan. In addition to explore the impact of certain antecedents to service recovery expectation, the study discusses the relationships among service recovery expectation, service recovery performance, service recovery disconfirmation, service recovery satisfaction and consumer behavior intention via disconfirmation theory . The relationships of these variables were specified in the review of literature and a conceptual framework was proposed. A questionnaire survey with trained interviewer was employed. Each interviewer was required to interview 8-10 subjects. A total of 777 respondents with critical service failure and recovery experiences of restaurants in Taiwan were asked to participate in the study. The result indicates that both problem severity and controllability failure attribution had a positive effect on service recovery expectation. Service recovery expectation had a negative effect on service recovery disconfirmation, but no effect on service recovery satisfaction. Service recovery performance had positive effects on service recovery disconfirmation and service recovery satisfaction. Service recovery disconfirmation had a positive effect on service recovery satisfaction. Service recovery satisfaction had a positive effect on customer loyalty, but indicates a negative effect on customer compliant behavior.

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42

Soares, Raquel Vanessa Reis Silva Ferreira. "Service Recovery Paradox: Customers' Response to a Service Failure-Recovery Situation in a Mobile Telecommunications Context". Doctoral thesis, 2015. https://repositorio-aberto.up.pt/handle/10216/78769.

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Soares, Raquel Vanessa Reis Silva Ferreira. "Service Recovery Paradox: Customers' Response to a Service Failure-Recovery Situation in a Mobile Telecommunications Context". Tese, 2015. https://repositorio-aberto.up.pt/handle/10216/78769.

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Matos, Catarina Duarte Paulos Roque. "Recovery strategies in collaborative consumption: how to recover from a service failure". Master's thesis, 2021. http://hdl.handle.net/10362/112993.

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Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence
This study aims to contribute to tourism literature by revealing the importance of apology recovery process and by extending previous research on purchasing intentions. Across four studies, this research shows that consumers’ exhibit higher post-failure loyalty towards peer (vs. conventional) service provider. This work extends previous research on consumers’ responses to service failure in sharing economy. We reveal new insights into customer perceptions of different service recovery strategies in sharing economy.

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45

Ting, Chiu-Yao, i 丁秋瑤. "Service recovery strategy from medical institution". Thesis, 2009. http://ndltd.ncl.edu.tw/handle/16936894306289280550.

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博士
雲林科技大學
管理研究所博士班
97
The purpose of this paper was to construct a service recovery model in different levels of medical institutions. The data collection is dedicated to the participants who had received patients complaint behavior resulted from their experiences in receiving the service failures. This study addressed to the corresponding service recovery strategy to measure patients’ perception of fairness and repatronage intention. A questionnaire and a structural equation modeling were then used to explore the relationships of interest. The findings show that fairness with service recovery of most medical institutions is related to WOM (word-of-mouth). Fairness with service recovery of all medical institutions is related to satisfaction with service recovery. Tangibles, assurance, reliability, responsiveness and empathy of all medical institutions are related to service quality. Distributive fairness, procedural fairness and interactional fairness of all medical institutions are related to fairness with service recovery. Satisfaction with service recovery is related to WOM and repatronage intention. Satisfaction with service recovery and WOM are related to repatronage intention.

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46

Liu, Hsin-Long, i 劉新隆. "Exploring Antecedents to Customer Service Recovery Expectation Considering Justice-Based：Exploring Antecedents to Customer Service Recovery Expectation Considering Justice-Based：Exploring Antecedents to Customer Service Recovery Expectation Considering Ju". Thesis, 2006. http://ndltd.ncl.edu.tw/handle/65819095715911586135.

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碩士
國立交通大學
運輸科技與管理學系
94
When service failure took place, it is very important to offer remedies which fit or go beyond customer’s expectation. Previous researches on antecedents of service recovery expectation found two conditions according to before failure and after failure to discuss.This study proposed service recovery expectation will be affected by how customers think and perceive according to both two approaches of before failure and after failure into account. Previous researches found that customer organizational commitment, severity of failure, corporate image, switching cost and failure attribution have critical impact on service recovery ecpectation. Recently some scholars brought up a concept includes service recovery expectation of distributive justice and procedural justice of which integrated perceived justice into service recovery expectation. This study advocates this concept and takes former five critical variables. In order to certify the hypotheses and goodness of fit, we used Structural Equation Modeling (SEM) to proceed with confirmatory factor analysis and path analysis. We want to understand whether all antecedents will affect service recovery expectation of perceived justice or not and relationships among variables. This study took Taiwan Railway Administration (TRA) On-line ticketing as case study. Data for the study were obtained by questionnaires include two kinds of types by hand on and internet, completed by 538 college students. There are some findings in this research:(1)Service recovery expectation of procedural justice impacts negatively on service recovery expectation of distributive justice. (2)Customer organizational commitment and severity of failure are two of major antecedents which affect service recovery expectation of perceived justice. Effect of severity of failure is greater than customer organizational commitment. (3) Customer organizational commitment and failure attribution impact on service recovery expectation of perceived justice through severity of failure. (4)Corporate image and switching cost impact on service recovery expectation of perceived justice through customer organizational commitment. Effect of switching cost is greater than corporate image. (5) Severity of failure is a mediator between customer organizational commitment and service recovery expectation of procedural justice. (6)Service recovery expectation of procedural justice is a mediator between customer organizational commitment and service recovery expectation of distributive justice. According to the research results, we provided some suggestions to TRA:(1) TRA should raise self-image and switching cost relatively to others. (2) To improve on-line ticketing system and to supply full information. (3) To place important on service recovery procedure and recovery outcomes of customers’ perception.

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Chao, Tai-Yuan, i 趙泰源. "The Studies of Recovery Effectiveness on Service Failures and Recovery Paradox". Thesis, 2003. http://ndltd.ncl.edu.tw/handle/68094683309737554905.

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碩士
國立東華大學
企業管理學系
91
Because of characteristics of the service industry such as intangibility, inseparability, variability, and perishability, service failures are inevitable. Besides, the severity of service failures plays an important role in a service encounter. The more serious the failures, the lower the satisfaction of customers. Therefore, it is imperative that service provider carefully consider failure and recovery issues and established service recovery plan to overcome failures when they occur. Most of previous studies focused on the cause of failures, types of failures and recoveries, or the relationship between the failure and recovery. As for recovery effectiveness on various service failures severity, there was still lack of discussion. Hence, this thesis conducts two parts of study. Study one brings in the “two-dimension” concept, investigating the recovery effectiveness of three strategies “high mental-high material recovery”, “high mental-low material recovery”, and “low mental-low material recovery” on two levels of failure severity “high failure severity” and “low failure severity”. The experimental design is separated into six scenarios (2*3), with the dependent variables such as recovery perception, repurchase intention, positive word-of-mouth, and negative word-of-mouth. The conclusion indicates that higher failure severity would cause lower recovery perception, repurchase intention, positive word-of-mouth, and higher negative word-of-mouth. Besides, service recovery is in order of “high mental-high material recovery”, “high mental-low material recovery”, and “low mental-low material recovery”, in turn causing lower recovery perception, repurchase intention, positive word-of-mouth, and higher negative word-of-mouth. However, the interaction only affects recovery perception. Study two inducts a field study with the object of F department store, investigating whether there exists the recovery paradox phenomenon. It is found that the customers, who have experienced failure and recovery, will have higher positive word-of-mouth. This partially supports the “recovery paradox” phenomenon.

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48

李婷琪. "Must be forgiven after recovery? Exploring Service Recovery on Repurchase Intention". Thesis, 2019. http://ndltd.ncl.edu.tw/handle/szg929.

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碩士
國立彰化師範大學
企業管理學系
107
Everyone inevitably has experiences of service failure in their daily life. Enterprises try their best to make up for customers; however, customers mind the actions that enterprises take. This study aims to investigate the effects of service recovery strategies which are apology, compensation and recovery speed on customers’ forgiveness for service failure. Furthermore, cynicism is used as a moderator to explore if it has any effect on the relationship between service recovery strategies and forgiveness, and the relationship between forgiveness and repurchase intentions. This study focuses on catering as the research background adopts 2x2x2 experimental design. The questionnaires were distributed and three hundred and fifty-five valid samples were received. Afterwards, SPSS was employed for data analysis. According to the analysis results, three types of recover strategies all have positive effect on forgiveness. Besides, forgiveness also has positive influence on repurchase intentions. However, cynicism and apology don’t have interaction effect on forgiveness and either do cynicism and compensation. However, cynicism has moderation effect between recovery speed and forgiveness. Cynicism doesn’t have moderation effect between forgiveness and repurchase intentions. Enterprises look forward to turning the tide after happening service failure. Therefore, this study presents the meaningful practical suggestions as a reference check to enterprises. Forgiveness and repurchase intentions are crucial to enterprises; thus, enterprises have to formulate a professional process for training course, and provide suitable recovery measures. It not only can be profit for enterprises but increase consumers’ repurchase intentions to achieve sustainable operation.

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49

Yan, Kuanghung, i 顏匡宏. "The Effects of Service Failure Severity and Service Recovery on Customer Dissatisfaction－The Moderating Effect of Service Recovery Employees’ Physical Attractiveness". Thesis, 2012. http://ndltd.ncl.edu.tw/handle/9a77c3.

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碩士
靜宜大學
企業管理學系
100
In this study, the use of the experimental method, to explore the impact of service failure severity, service recovery measures of customer dissatisfaction, and the physical attractiveness of the service recovery as Moderating explore for the severity of the service failure and service recovery measures by the interference effect.In this study, three-way ANOVA results show:(1)When a serious service failure occurs, the customer dissatisfaction will be significantly higher than the minor service failures；(2)a high degree of physical attractiveness of the service recovery personnel customer dissatisfaction will be significantly lower than the low level of service recovery staff physical attractiveness；(3)substantial remedies, its customers are not satisfied with the degree of psychological services will be significantly higher than the remedial measures；(4)mistakes in severe service situations, the use of the remedy of psychological, the highly physical attractiveness of service recovery compared to the low degree of physical attractiveness remedial staff, can effectively reduce customer dissatisfaction；(5)in the minor service failure contexts, substantial remedial the highly physical attractiveness remedial compared to low physical attractiveness, can effectively reduce customer dissatisfaction.Accordingly, this study recommends: (1) should be possible blunders control in ordinary or even slight extent of, so as to avoid a strong degree of customer dissatisfaction；(2) during the service recovery should take substantial compensation services remedial measures can effectively reduce customer dissatisfaction generated；(3) in terms of employees training, service providers should encourage employees to maintain or improve their own physical attractiveness, and this will help to the service failure, can effectively reduce customer dissatisfaction.

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CHIHWEN, KO, i 柯智文. "The Moderating Effect of Corporate Image Between Methods of Service Recovery and Customers Satisfaction On Service Recovery". Thesis, 2006. http://ndltd.ncl.edu.tw/handle/52474290022588055988.

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碩士
中國文化大學
國際企業管理研究所
94
The corporate image is quite important to the service industry. It not only affects customers evaluation about the service received, but is also the important influential factor for serving quality, customer satisfaction and customers loyalty. Will tangible methods of service recovery and psychology methods s of service recovery exert an influence on the satisfaction on service recovery? Does the quality of corporate image interfere with the Methods Of Service Recovery and Satisfaction On Service Recovery? The purpose of this research is to find answers to the above questions. This research adopts method of the Convenience sampling questionnaire with students at Chinese Cultural University and School Of Continuing Education at Chinese Culture University. 400 questionnaires were sent out and 363 were retrieved with 330 effective samples. The analysis shows that both tangible methods of service recovery and psychology methods of service recovery are positively correlated with Satisfaction On Service Recovery at a noticeable degree. In addition, the result of the multiple-regression-analysis shows that a noticeable positive correlations are found between tangible methods of service recovery and Satisfaction On Service Recovery and between psychology methods of service recovery and Satisfaction On Service Recovery. However, there is no noticeable correlation found between corporate image and both tangible and psychology methods of service recovery as well as with the Satisfaction On Service Recovery. The assumption of this research has not been supported.

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