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 24 for “"service failure"”.
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Service failure and recovery in UK airlines
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 …
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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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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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Service failure in the context of air travel : Examining cross-cultural differences between Chinese and Finnish consumers’ complaint behavior
Asiakastyytyväisyyttä pidetään yhtenä palveluntarjoajien tärkeimmistä tavoitteista. Siitä huolimatta kaikista parhaiten suoriutuvatkaan organisaatiot eivät voi välttää virheitä. Tyytymätön kuluttaja saattaa valittaa saamastaan palvelusta, joka ei tavalla tai toisella vastaa sitä mitä on sovittu, …
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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 Effects of Employee-Initiated Peripheral Service Failures on Customers' Satisfactions with the Service Organization
… investigates how satisfaction with a service employee affects customers' overall satisfaction with a service organization following an employee-initiated service failure. Specifically, this research examines how the severity of a peripheral service failure (how the service is …
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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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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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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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Air Plasma Sprayed Thermal Barrier Coatings: Experiments and Finite Element Analysis
… of this research was to examine the primary in-service failure mechanism of an air plasma sprayed thermal barrier coating commonly used in combustor applications, and to use that failure mechanism as a basis in developing a life prediction strategy. The research consisted of an experimental …
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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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Relationship marketing's positive impact on successful new industrial services
Collaborating with a client-partner during new service development (NSD), a phenomenon seen more and more often, has certain advantages for the industrial services provider. Among them is the ability to reduce risk of service failure by developing the new service to meet the client-partner's …
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Self-healing solutions for LTE evolved packet core
… and business impact of the mobile network services have increased phenomenally. It is, therefore, crucial to address the issues regarding network infrastructure or service failure. In this thesis, a self-healing solution is presented for the LTE Evolved Packet Core (EPC) with a view to …
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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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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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Power and Energy Transduction In Piezoelectric Wafer Active Sensors For Structural Health Monitoring: Modeling and Applications
… bonding layer is the weak link that may lead in-service failure due to loss of contact with the structural substrate.</p> <p>In part III, the dissertation explores several novel PWAS configurations that may overcome the shortcomings of conventional PWAS. The study of novel PWAS configurations …
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