Customer Evaluations Of Service Failure And Recovery Encounters
DOWNLOAD
AUDIOBOOK
Download Customer Evaluations Of Service Failure And Recovery Encounters PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Customer Evaluations Of Service Failure And Recovery Encounters book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
Customer Evaluations Of Service Failure And Recovery Encounters
DOWNLOAD
AUDIOBOOK
Author : Klaus Schöfer
language : en
Publisher: diplom.de
Release Date : 2003-01-10
Customer Evaluations Of Service Failure And Recovery Encounters written by Klaus Schöfer and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-01-10 with Business & Economics categories.
Inhaltsangabe:Abstract: Although many firms may aspire to offer zero defects service, the possibility of service failures cannot be wholly eliminated simply because of the variety of factors that may impact on the delivery process. Consequently, the manner in which firms respond to service failures is increasingly seen as a factor that may separate the more successful firms form the others. This response, termed service recovery, is defined as the process by which the firm attempts to rectify a service failure. Some researchers suggest that a firm s response to failures can either reinforce customer relationships or exacerbate the negative effects of the failure. In fact, some assert that it is often a firm s response to a failure, rather than the failure itself, that triggers discontent. Recoveries are critical because customers perceiving poor recovery efforts may dissolve the buyer-seller relationship and purchase elsewhere. Such customer turnover can be costly, especially given that it costs more to win new customers than it does to retain current ones. As a consequence, service failure and recovery encounters have been recognised as critical moments of truth for organisations in their efforts to satisfy and keep customers. Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company s response to service failure and recovery encounters. Using perceived justice theory as a conceptual foundation, the current research develops and tests a model that (1) explains how customers evaluate service failure and recovery encounters and (2) how these evaluations affect customer satisfaction and subsequent post-purchase behaviour and attitudes. The study employed a two-stage research strategy. The first phase of the research included an extensive literature review and exploratory research involving semi-structured interviews and experiments. This first stage resulted in the development of a research model establishing the links between the antecedents and outcomes of customer satisfaction judgments involving service failure and recovery encounters. In the second phase, the proposed conceptual model was evaluated through a self-administered, cross-sectional survey. Respondents were requested to recall a time when they complained to a travel and tourism services provider about a failed [...]
Customer Evaluations Of Service Failure And Recovery Encounters
DOWNLOAD
AUDIOBOOK
Author : Klaus Schöfer
language : en
Publisher:
Release Date : 2004
Customer Evaluations Of Service Failure And Recovery Encounters written by Klaus Schöfer and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Consumer satisfaction categories.
Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company's response to service failure and recovery encounters. Using perceived justice theory as a conceptual foundation, the current research develops and tests a model that (1) explains how customers evaluate service failure and recovery encounters and (2) how these evaluations customer satisfaction and subsequent post-purchase behaviour and attitudes. The study employed a two-stage research strategy. The first phase of the research included an extensive literature review and exploratory research involving semi-structured interviews and experiments. This first stage resulted in the development of a research model establishing the links between perceived justice, consumption emotions, customer satisfaction and post-purchase behaviour and attitudes. In the second phase, the hypotheses were evaluated through a self-administered, cross-sectional survey. Respondents were asked to recall an incident when they complained to a travel and tourism service provider about a problem. Structured questions were used to test the eighteen hypotheses resulting from the proposed conceptual framework for examining customer evaluations of service failure and recovery encounters. The results of this research provide empirical support for proposed conceptual framework suggesting that perceived justice evaluations play an important role in customer evaluations of service failure and recovery encounters. The findings contribute to the understanding of post-purchase decision-making, notably in travel and tourism services marketing settings. Managers should also find the results informative in developing complaint resolution procedures.
Service Failures And Recovery In Tourism And Hospitality
DOWNLOAD
AUDIOBOOK
Author : Erdogan Koc
language : en
Publisher: CABI
Release Date : 2017-10-20
Service Failures And Recovery In Tourism And Hospitality written by Erdogan Koc and has been published by CABI this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-10-20 with Business & Economics categories.
Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff. This book is enhanced with supplementary resources. The customizable lecture slides can be found at: www.cabi.org/openresources/90677
Computer Mediated Marketing Strategies Social Media And Online Brand Communities
DOWNLOAD
AUDIOBOOK
Author : Bowen, Gordon
language : en
Publisher: IGI Global
Release Date : 2014-10-31
Computer Mediated Marketing Strategies Social Media And Online Brand Communities written by Bowen, Gordon and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-31 with Business & Economics categories.
For years, technology has been the impetus for progress in various processes, systems, and businesses; it shows no sign of ceasing further development. The application of technology-driven processes in promotionally-oriented environments has become more and more common in todays business world. Computer-Mediated Marketing Strategies: Social Media and Online Brand Communities brings together marketing approaches and the application of current technology, such as social networking arenas, to show how this interaction creates a successful competitive advantage. Focusing on qualitative research, various technological tools, and diverse Internet environments, this book is a necessary reference source for academics, management practitioners, students, and professionals interested in the application of technology in promotionally-oriented processes.
Marketing Services
DOWNLOAD
AUDIOBOOK
Author : Leonard L. Berry
language : en
Publisher: Simon and Schuster
Release Date : 2004-04-16
Marketing Services written by Leonard L. Berry and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004-04-16 with Business & Economics categories.
Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Building on eight years of research, the authors develop a model for understanding the relationship between quality and marketing in services and offer dozens of practical insights into ways to improve services marketing. They argue that superior service cannot be manufactured in a factory, packaged, and delivered intact to customers. Though an innovative service concept may give a company an initial edge, superior quality is vital to sustaining success. Berry and Parasuraman show that inspired leadership, a customer-minded corporate culture, an excellent service-system design, and effective use of technology and information are crucial to superior service quality and services marketing. When a company's service is excellent, customers are more likely to perceive value in transactions, spread favorable word-of-mouth impressions, and respond positively to employee-cross-selling efforts. The authors point out that a service company that does relatively little pre-sales marketing but is truly dedicated to delivering excellent quality service will have greater marketing effectiveness, higher customer retention, and more sales to existing customers than a company that emphasizes pre-sale marketing but falls short during actual service delivery. The focus of any company, they insist, must be customer satisfaction through integration of service quality throughout the entire system. Filled with examples, stories, and insights from senior executives, Berry and Parasuraman's new framework for effective marketing services contains the key to high-performance services marketing.
The Nature And Determinants Of Customer Expectations Of Service
DOWNLOAD
AUDIOBOOK
Author : Valarie A. Zeithaml
language : en
Publisher:
Release Date : 1991
The Nature And Determinants Of Customer Expectations Of Service written by Valarie A. Zeithaml and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991 with categories.
Linear And Nonlinear Models For The Analysis Of Repeated Measurements
DOWNLOAD
AUDIOBOOK
Author : Edward Vonesh
language : en
Publisher: CRC Press
Release Date : 1996-11-01
Linear And Nonlinear Models For The Analysis Of Repeated Measurements written by Edward Vonesh and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996-11-01 with Mathematics categories.
Integrates the latest theory, methodology and applications related to the design and analysis of repeated measurement. The text covers a broad range of topics, including the analysis of repeated measures design, general crossover designs, and linear and nonlinear regression models. It also contains a 3.5 IBM compatible disk, with software to implement immediately the techniques.
Soft Computing In Management And Business Economics
DOWNLOAD
AUDIOBOOK
Author : Anna M. Gil-Lafuente
language : en
Publisher: Springer
Release Date : 2012-06-23
Soft Computing In Management And Business Economics written by Anna M. Gil-Lafuente and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-06-23 with Technology & Engineering categories.
This book is a collection of selected papers presented at the Annual Meeting of the European Academy of Management and Business Economics (AEDEM), held at the Faculty of Economics and Business of the University of Barcelona, 05 – 07 June, 2012. This edition of the conference has been presented with the slogan “Creating new opportunities in an uncertain environment”. There are different ways for assessing uncertainty in management but this book mainly focused on soft computing theories and their role in assessing uncertainty in a complex world. The present book gives a comprehensive overview of general management topics and discusses some of the most recent developments in all the areas of business and management including management, marketing, business statistics, innovation and technology, finance, sports and tourism. This book might be of great interest for anyone working in the area of management and business economics and might be especially useful for scientists and graduate students doing research in these fields.
In The Realm Of Hungry Ghosts
DOWNLOAD
AUDIOBOOK
Author : Gabor Maté, MD
language : en
Publisher: Knopf Canada
Release Date : 2009-04-03
In The Realm Of Hungry Ghosts written by Gabor Maté, MD and has been published by Knopf Canada this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-04-03 with Psychology categories.
In this timely and profoundly original new book, bestselling writer and physician Gabor Maté looks at the epidemic of addictions in our society, tells us why we are so prone to them and what is needed to liberate ourselves from their hold on our emotions and behaviours. For over seven years Gabor Maté has been the staff physician at the Portland Hotel, a residence and harm reduction facility in Vancouver’s Downtown Eastside. His patients are challenged by life-threatening drug addictions, mental illness, Hepatitis C or HIV and, in many cases, all four. But if Dr. Maté’s patients are at the far end of the spectrum, there are many others among us who are also struggling with addictions. Drugs, alcohol, tobacco, work, food, sex, gambling and excessive inappropriate spending: what is amiss with our lives that we seek such self-destructive ways to comfort ourselves? And why is it so difficult to stop these habits, even as they threaten our health, jeopardize our relationships and corrode our lives? Beginning with a dramatically close view of his drug addicted patients, Dr. Maté looks at his own history of compulsive behaviour. He weaves the stories of real people who have struggled with addiction with the latest research on addiction and the brain. Providing a bold synthesis of clinical experience, insight and cutting edge scientific findings, Dr. Maté sheds light on this most puzzling of human frailties. He proposes a compassionate approach to helping drug addicts and, for the many behaviour addicts among us, to addressing the void addiction is meant to fill. I believe there is one addiction process, whether it manifests in the lethal substance dependencies of my Downtown Eastside patients, the frantic self-soothing of overeaters or shopaholics, the obsessions of gamblers, sexaholics and compulsive internet users, or in the socially acceptable and even admired behaviours of the workaholic. Drug addicts are often dismissed and discounted as unworthy of empathy and respect. In telling their stories my intent is to help their voices to be heard and to shed light on the origins and nature of their ill-fated struggle to overcome suffering through substance use. Both in their flaws and their virtues they share much in common with the society that ostracizes them. If they have chosen a path to nowhere, they still have much to teach the rest of us. In the dark mirror of their lives we can trace outlines of our own. —from In the Realm of Hungry Ghosts
The Services Challenge
DOWNLOAD
AUDIOBOOK
Author : John A. Czepiel
language : en
Publisher:
Release Date : 1987
The Services Challenge written by John A. Czepiel and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1987 with Service industries categories.