Results 211 to 220 of about 479,436 (269)
Some of the next articles are maybe not open access.
Service failure diagnosis in service function chain
2017 19th Asia-Pacific Network Operations and Management Symposium (APNOMS), 2017Network function virtualization (NFV) is a powerful emerging technique with widespread applicability. It provides Network Functions (NFs) through software virtualization techniques that decouple software and hardware. Some connected network functions constitute a service function chain (SFC).
Shilei Zhang +3 more
openaire +1 more source
European Journal of Marketing, 2013
PurposeThis study seeks to draw on the theories of personality to investigate antecedents and outcomes of consumer coping in instances of service failure. Specifically, the authors focus on the effects of emotional intelligence and self‐efficacy on three coping strategies – active, expressive, and denial.
Yelena Tsarenko, Yuliya Strizhakova
openaire +1 more source
PurposeThis study seeks to draw on the theories of personality to investigate antecedents and outcomes of consumer coping in instances of service failure. Specifically, the authors focus on the effects of emotional intelligence and self‐efficacy on three coping strategies – active, expressive, and denial.
Yelena Tsarenko, Yuliya Strizhakova
openaire +1 more source
Multidisciplinary Care in Heart Failure Services
Journal of Cardiac Failure, 2023The American College of Cardiology/American Heart Association/Heart Failure Society of American 2022 guidelines for heart failure (HF) recommend a multidisciplinary team approach for patients with HF. The multidisciplinary HF team-based approach decreases the hospitalization rate for HF and health care costs and improves adherence to self-care and the ...
GEORGE Sokos +8 more
openaire +2 more sources
Service Failures in Restaurants
Cornell Hospitality Quarterly, 2010A multistage approach for restaurant service enables managers to determine and focus on the most critical stage of service failure to reduce customer dissatisfaction and defection. A survey of 491 diners in the United States assessed customer reaction to failures in the follow four service stages: (1) reception, (2) ordering, (3) meal consumption, and (
null Young Namkung, null Soocheong Jang
openaire +1 more source
Application of Fairness Theory to Service Failures and Service Recovery
Journal of Service Research, 2003This article presents a fairness theory-based conceptual framework for studying and managing consumers’ emotions during service recovery attempts. The conceptual framework highlights the central role played by counterfactual thinking and accountability.
McColl-Kennedy, J. R., Sparks, B. A.
openaire +4 more sources
When service failure is not service failure
Journal of Services Marketing, 2005Purpose - Proposes responding to earlier calls for further research into "fraudulent" or "feigned" customer complaints, and providing insights which explore and describe the motivations and forms of such deliberate "illegitimate" customer complaints. Design/methodology/approach - Critical incident technique was utilized in analyzing 104 interviews with
Reynolds, Kate L., Harris, Lloyd C.
openaire +1 more source
Journal of Nonprofit & Public Sector Marketing, 2012
This study investigates three independent variables; types of service failure, service expectations, and attribution on postfailure responses in healthcare. A between-subjects 3 × 2 × 2 experimental design using written scenarios was used. The findings demonstrate that customer responses to service failures in hospitals are extensively influenced by ...
Walton, Andrea, Hume, Margee
openaire +4 more sources
This study investigates three independent variables; types of service failure, service expectations, and attribution on postfailure responses in healthcare. A between-subjects 3 × 2 × 2 experimental design using written scenarios was used. The findings demonstrate that customer responses to service failures in hospitals are extensively influenced by ...
Walton, Andrea, Hume, Margee
openaire +4 more sources
Internet service performance failure detection
ACM SIGMETRICS Performance Evaluation Review, 1998The increasing complexity of computer networks and our increasing dependence on them means enforcing reliability requirements is both more challenging and more critical. The expansion of network services to include both traditional interconnect services and user-oriented services such as the web and email has guaranteed both the increased complexity of
Amy R. Ward +2 more
openaire +1 more source
A Taxonomy of Service Failures in Electronic Retailing
Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008), 2008Service failure and recovery have been extensively investigated in the bricks-and-mortar environment, and there is a growing body of empirical research exploring service failure and recovery in the electronic environment. The present study addresses a gap in the literature by developing a taxonomy of failures applicable to both product-oriented ...
Nelson Massad, John C. Beachboard
openaire +1 more source
Profiling as a Service Failure
Journal of Service ResearchProfiling occurs when negative stereotype assumptions based on personal characteristics (e.g., gender, age, race, or sexual orientation, among others) are applied to individuals, resulting in discrimination. Using a mixed-methods approach, this work explores how customers experience or anticipate profiling in a service setting, which constitutes a ...
Kristina K. Lindsey-Hall +4 more
openaire +1 more source