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Synopsis
Dissertation / Doktorarbeit, die am 01.09.2002 erfolgreich an einer Universit?t in Gro?britannien im Fachbereich Business School eingereicht wurde. Abstract: Although many firms may aspire to offer ?zero defects? service, the possibility of service failu
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Customer Evaluations of Service Failure and Recovery Encounters
Print on DemandSeller: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, Germany
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -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 [¿] 288 pp. Englisch. Seller Inventory # 9783838662916
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Customer Evaluations of Service Failure and Recovery Encounters
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Diplomarbeiten Agentur diplom.de, 2002
ISBN 10: 3838662911
ISBN 13: 9783838662916
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Condition: New. Print on Demand pp. 288 424:B&W 5.83 x 8.27 in or 210 x 148 mm (A5) Perfect Bound on Creme w/Matte Lam. Seller Inventory # 132842464
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Customer Evaluations of Service Failure and Recovery Encounters
Published by
Diplomarbeiten Agentur diplom.de, 2002
ISBN 10: 3838662911
ISBN 13: 9783838662916
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Seller: Books Puddle, Woodside, NY, U.S.A.
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Condition: New. Print on Demand pp. 288. Seller Inventory # 26127712319
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Customer Evaluations of Service Failure and Recovery Encounters
Print on DemandSeller: AHA-BUCH GmbH, Einbeck, Germany
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Taschenbuch. Condition: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - 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 [.]. Seller Inventory # 9783838662916
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Customer Evaluations of Service Failure and Recovery Encounters
Published by
Diplomarbeiten Agentur diplom.de, 2002
ISBN 10: 3838662911
ISBN 13: 9783838662916
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Softcover
Seller: Biblios, Frankfurt am main, HESSE, Germany
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Condition: New. PRINT ON DEMAND pp. 288. Seller Inventory # 18127712309
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Customer Evaluations of Service Failure and Recovery Encounters
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Condition: New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. KlappentextInhaltsangabe: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 . Seller Inventory # 5425503
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Customer Evaluations of Service Failure and Recovery Encounters
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Taschenbuch. Condition: Neu. This item is printed on demand - Print on Demand Titel. Neuware -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 [¿]Diplomica Verlag, Hermannstal 119k, 22119 Hamburg 288 pp. Englisch. Seller Inventory # 9783838662916
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Customer Evaluations of Service Failure and Recovery Encounters
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Taschenbuch. Condition: Neu. Customer Evaluations of Service Failure and Recovery Encounters | Klaus Schöfer | Taschenbuch | 288 S. | Englisch | 2003 | [.] | EAN 9783838662916 | Verantwortliche Person für die EU: Bedey und Thoms Media GmbH, Hermannstal 119k, 22119 Hamburg, kontakt[at]bedey-media[dot]de | Anbieter: preigu Print on Demand. Seller Inventory # 105469956
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Customer Evaluations of Service Failure and Recovery Encounters
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Customer Evaluations of Service Failure and Recovery Encounters
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PAP. Condition: New. New Book. Shipped from UK. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Seller Inventory # L0-9783838662916