Service recovery
Service recovery as social drama: how to redress service recovery encounters?
... of service recovery and the importance of understanding justified forms in relation to scripted or discretionary behaviour of service ...a service employee and customer and will take a look at ...
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Factors of Service Quality and Service Recovery Quality of Online Retailers
... ‘service recovery quality’ of online retailers can be useful in improving service product ...retail service quality by improving retail ...
6
When Service Recovery Becomes Visible: Effects Of Recovery Strategies On Electronic Word-of-mouth Receiver
... the service recovery strategies: S1 no recovery, S2 apology immediately at the scene, S3 compensation immediately at the scene, S4 apology after eWOM, and S5 compensation after ...
13
Analysis of Service Recovery Failure: From Minority Perspective
... the service recovery offered by the service ...quality service expected by the ...quality service and perceived value to satisfaction, corporate image and behavioral intentions (Hu ...
10
The dynamic role of “should expectation” in service recovery paradox
... in service recovery, service recovery could just make efficient ...same service recovery procedure could result in different effects on customers’ ...feel service ...
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The Relationships among Involvement Level, Service Failure, Service Recovery Disconfirmation and Customer Lifetime Value
... that service failure severity can enhance SRE in customers’ ...influence service disconfirmation recovery significantly. So service provider should adopt different service ...
6
An exploration of consumers' response to online service recovery initiatives
... fairness. Service recovery must seek to fully satisfy consumers in terms of equity and fairness to influence loyalty levels by strengthening the relationship between company and ...receiving service ...
25
Service Recovery, Satisfaction and Customers’ Post Service Behavior in the Malaysian Banking Sector
... of service quality can be measured by two dimensions; 1) the out- come or “what” the customer actually receives as part of the firm’s efforts to re- cover and 2) the process of recovery and “how” the ...
16
Service Recovery Paradox: Influence of Service Encounter and Context
... with service delivery may not be a foolproof mechanism to prevent service failure (Migacz, Zou, & Petrick, ...to service failure are broadly known as Service ...in service are ...
9
The Impact of the Antecedents of Perceived Service Recovery Satisfaction on E Satisfaction
... performance, service orientation of firm and digital commitment, and customer satisfaction and whether these relationships are direct or ...e-service recovery satisfaction, and whether implementing ...
9
COMPENSATION IN SERVICE RECOVERY AND CUSTOMER LOYALTY IN THE HOSPITALITY INDUSTRY IN KENYA
... the service providers towards valuing their clients and their eagerness to have them back as repeat ...of service recovery strategies on word of mouth: views of mobile phone users who found that ...
14
Service recovery: A Case study
... Systems, Policies and Procedures by May 8, The extent to which our systems, policies and procedures are seen to support rather than inhibit good recovery afocused effort by RG&E employee[r] ...
60
Airline service failure and recovery : a conceptual and empirical analysis
... the service failure and recovery in tourism and hospitality ...evaluating service failure issues: service issues ...etc); service providers employee behaviour issues ...the ...
290
The Impact of Bank Responses to Recovery Service Satisfaction
... on recovery satisfaction is not as strong as the impacts of redress, attentiveness and explanations; However, Boshoff and Leong (1998) emphasized that an apology is the necessary first step in service ...
15
Service Failure-Recovery In Online Shops In Iran
... a service is “service failure” [27]. Service failures are inevitable and occur in both the process and outcome of service ...businesses, service delivery fails when it can not deliver ...
17
Service failure and recovery in UK airlines
... high recovery efforts were high appraised steadily in terms of perceived justice when that was compared to low recovery efforts irrespective of the level of the relationship ...the service ...
281
Is high recovery more effective than expected recovery in addressing service failure?: a moral judgment perspective
... of service recovery is compensation, hence this research addresses the key question of how much should a business compensate consumers for a service failure in order to maximize recovery ...
30
Evaluation of a residential mental health recovery service in north Queensland
... There are some limitations to this study. Fluctuating numbers of participants and feedback in the 2015 and 2016 data do not allow for straight-up comparison. Misunderstanding in the term “informal carer fully involved” ...
9
Hybrid Service for Business Contingency Plan and Recovery Service as a Disaster Recovery Framework for Cloud Computing
... several service models for different types of ...a Service, Platform as a Service and finally Software as a ...distribution, service orientation, and advanced security ...
10
DR – Cloud: Multi- Cloud Based Disaster Recovery Service
... disaster recovery using cloud resources becomes an attractive ...disaster recovery service model: DR- ...cloud service providers can be utilized cooperatively by the disaster recovery ...
9