Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
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Showing 1 to 20 of 20 for “"Service Recovery"”.
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SERVICE RECOVERY IN E-SERVICES: SERVICE RECOVERY PROCESS, PERCEIVED JUSTICE AND SATISFACTION
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 …
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Dynamic service recovery in a grid environment
… to some challenges such as how to overcome low service availability. This challenge emanates from the dynamic nature of the Grid environment and the complexity of services. These two cause services to be fault-prone. Therefore, there is a need to develop an autonomic fault recovery mechanism …
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Dynamic service recovery in a grid environment
… to some challenges such as how to overcome low service availability. This challenge emanates from the dynamic nature of the Grid environment and the complexity of services. These two cause services to be fault prone. Therefore, there is a need to develop an autonomic fault recovery mechanism …
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Service Recovery through Empowerment: HRM and Performance in the Hotel Sector
… management style, employee empowerment and service recovery performance (SRP) in the three to five-star hotel sector in Sri Lanka. Because service recovery refers to how firms respond to service failures, this study focuses on the SRP of employees. Both qualitative and quantitative data were …
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Service recovery and the elusive paradox: an examination of the effects of magnitude of service failure, service failure responsiveness, service guarantee and additional recovery effort on service recovery comes
Service failure and recovery remain critical issues for both academicians and marketing practitioners. Defined as a service provider’s response to a failed service, service recovery can mean the difference between a firm’s success and failure, for increasing customer retention and limiting customer …
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THE IMPACT OF POSITIVE PSYCHOLOGICAL CAPACITIES AND POSITIVE EMOTIONS OF FRONTLINE EMPLOYEES ON CUSTOMER PERCEPTIONS OF SERVICE RECOVERY
… considerable research interest in the nature of service failure and recovery over the past few decades. In this context, the role of frontline service employees has emerged as a crucial factor in successful service recovery. Interestingly, while management and organizational behaviour literatures …
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Impact of varying service recovery attributes on outcomes in process-based and outcome-based service failure : an empirical examination
Service recovery is the response of the service provider to a failed service experience. Failed service is the specific event that occurs when service providers do not fulfil the promise to their customers. To regain lost customer support, service organisations need to overcome the negative impact …
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The Importance of Error Management in Hospitality Organizations:Evidences from Error Management Culture and Error Tolerance
… culture on employees’ emotional exhaustion and service recovery performance through two discrete emotional paths: gratitude and anxiety. Across three-wave data collected from 218 hotel employees, the results showed that anxiety and gratitude mediated the relationship between error management …
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Management responding strategy to customer online reviews : a case study of hotels in Taiwan
… responses can be used as a tool to improve the service-recovery process. Using online customer as a source of employee performance evaluation and linking customer feedback to encouragement scheme are also found in some hotels' practice. Future studies should further investigate how hotels' …
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CUSTOMERS' EMOTIONAL AND COPING RESPONSES TO SERVICE FAILURES: THE ROLE OF SELF-CONGRUENCE
Because service failures are inevitable, marketing researchers have devoted considerable attention to the negative consequences of service failure and corresponding service recovery strategies. Previous research has overwhelmingly focused on customers' cognitive, coping, and behavioral reactions to …
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The Customer's Path to Loyalty: A Partial Test of the Relationships of Prior Experience, Justice, and Customer Satisfaction
The service sector is the fastest growing segment of the economy, responsible for 75% of the GNP, and still growing. Its success is important to the global economy. Nonetheless, throughout the 20-year evolution of services marketing literature, research that guides theory, methodology, and practice …
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Service Experience in Business-to-Business Relationships
This research project explores how service experience impacts on business-to-business relationships. It investigates the role of service encounters in a business-to-business context through examining the characteristics of service encounters in business-to-business markets and how service …
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An experimental investigation into the timing of service failure communication
Service failures are common in the hospitality industry and are often associated with low guest satisfaction. However, guest satisfaction is possible to be restored when excellent service recovery tactics are deployed in a timely fashion. The temporary unavailability of a service offering is a type …
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Observer Retaliation: How Apology Components Affect Observing Customers' Negative Word-of-Mouth and Patronage Intentions
… by someone who has wronged another. Prior service failure and recovery literature has explored the impact uncivil acts and subsequent recovery efforts in a service environment, although this research has been focused on the involved customer’s perceptions and retaliatory intentions. In a …
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Epidemiology of depressive symptoms in the Peruvian population before and during COVID-19
… highlighting the role of teleconsultations in service recovery and informing a framework for the implementation of synchronous digital mental health interventions. The findings and strategies proposed in this thesis provide a basis for the development of public policies and national strategies …
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The Role of Complaints Handling System in Enhancing Customer Satisfaction: Case Study of the Jubilee Insurance Company of Tanzania Limited
… it assessed the effectiveness in delivering fast recovery to the service failures. Data were collected using questionnaires and interview to key informants. The analysis of data was done using descriptive statistics and regression analysis. The findings have established that effective complaints …
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A cost-effectiveness analysis of alternative regulatory approaches under the Endangered Species Act of 1973
… Costs generated through Fish and Wildlife Service recovery plans are used in conjunction with generated ecosystem plan recovery costs. The results of the cost-effectiveness analysis show that an ecosystem approach is more cost-effective in meeting the recovery goals within the 0inch River …
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The impact of personality and self-efficacy on customer revenge behaviour
… Revenge behaviour usually takes place after a service failure and a failed attempt at service recovery, and is an attempt to redress an interpersonal offence by committing an aggressive action against a perceived offender. This is done to 1) get even with the company, 2) restore a moral …
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Emotional Labor Within a Performance Episode: Understanding When and Why Employees Change Between Emotion Regulation Techniques with Customers
… attenuated depending upon study condition (i.e., service failure, service recovery) and the phase of the performance episode (i.e., when the between-subjects manipulations were implemented). Further, results indicated that the social context (as dictated by confederate callers) impacted the extent …
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A Systemic Analysis of the Defection Process in the Small Parcel Logistic Industry
… defection from one provider of services to another has been studied extensively in the business-to-consumer market. The reason to study defection patterns and analytics is to allow businesses to identify and control antecedents to defection that in turn will generate increased …