Customer Evaluations Of Service Failure And Recovery Encounters

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Customer Evaluations Of Service Failure And Recovery Encounters

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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

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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.

Customer Evaluations Of Service Failure And Recovery Encounters

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Author : Klaus Schoefer
language : en
Publisher:
Release Date : 2002

Customer Evaluations Of Service Failure And Recovery Encounters written by Klaus Schoefer and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with categories.

Service Failures And Recovery In Tourism And Hospitality

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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

Satisfaction A Behavioral Perspective On The Consumer

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Author : Richard L. Oliver
language : en
Publisher: Routledge
Release Date : 2014-12-18

Satisfaction A Behavioral Perspective On The Consumer written by Richard L. Oliver and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-18 with Business & Economics categories.

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.

Proceedings Of The 2009 Academy Of Marketing Science Ams Annual Conference

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Author : Leroy Robinson, Jr.
language : en
Publisher: Springer
Release Date : 2014-10-23

Proceedings Of The 2009 Academy Of Marketing Science Ams Annual Conference written by Leroy Robinson, Jr. and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-23 with Business & Economics categories.

​Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. This volume includes the full proceedings from the 2009 Academy of Marketing Science (AMS) Annual Conference held in Baltimore, Maryland.​

The Routledge Handbook Of Hotel Chain Management

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Author : Maya Ivanova
language : en
Publisher: Routledge
Release Date : 2016-05-05

The Routledge Handbook Of Hotel Chain Management written by Maya Ivanova and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-05 with Business & Economics categories.

Understanding the global hotel business is not possible without paying specific attention to hotel chain management and dynamics. Chains are big business, approximately 80 percent of hotels currently being constructed around the world are chain affiliated and, in 2014, the five largest brands held over a one million rooms. The high economic importance of the hotel chains and their global presence justifies the academic research in the field however, despite this, there is no uniform coverage in the current body of literature. This Handbook aids in filling the gap by exploring and critically evaluates the debates, issues and controversies of all aspects of hotel chains from their nature, fundamentals of existence and operation, expansion, strategic and operational aspects of their activities and geographical presence. It brings together leading specialists from range of disciplinary backgrounds and regions to provide state-of-the-art theoretical reflection and empirical research on current issues and future debates. Each of the five inter-related section explores and evaluates issues that are of extreme importance to hotel chain management, focusing on theoretical issues, the expansion of hotel chains, strategic and operational issues, the view point of the individual affiliated hotel and finally the current and future debates in the theory and practice of hotel chain management arising from globalisation, demographic trends, sustainability, and new technology development. It provides an invaluable resource for all those with an interest in hotel management, hospitality, tourism and business encouraging dialogue across disciplinary boundaries and areas of study. This is essential reading for students, researchers and academics of Hospitality as well as those of Tourism, Marketing, Business and Events Management.

Competitive Social Media Marketing Strategies

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Author : Ozuem, Wilson
language : en
Publisher: IGI Global
Release Date : 2016-02-02

Competitive Social Media Marketing Strategies written by Ozuem, Wilson and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-02-02 with Business & Economics categories.

Consumer interaction and engagement are vital components to help marketers maintain a lasting relationship with their customers. To achieve this goal, companies must utilize current digital tools to create a strong online presence. Competitive Social Media Marketing Strategies presents a critical examination on the integration of social networking platforms into business tactics and the challenges presented by consumers’ use of these online communities. Highlighting pivotal issues such as brand management, customer loyalty, and online services, this publication is a pivotal reference source for business managers, professionals, advanced-level students, and consultants interested in the latest research on the use of digital media tools for business opportunities.

The Psychological Facets Of Consumer Brand Relationship In The Digital World

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Author : Khalid Hussain
language : en
Publisher: Frontiers Media SA
Release Date : 2023-06-29

The Psychological Facets Of Consumer Brand Relationship In The Digital World written by Khalid Hussain and has been published by Frontiers Media SA this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-06-29 with Science categories.

Ebook Services Marketing Integrating Customer Focus Across The Firm

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Author : Alan Wilson
language : en
Publisher: McGraw Hill
Release Date : 2016-01-16

Ebook Services Marketing Integrating Customer Focus Across The Firm written by Alan Wilson and has been published by McGraw Hill this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-01-16 with Business & Economics categories.

European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: · - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field · - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships · - New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner