Results 281 to 290 of about 15,544,913 (349)
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, 2021
This research examines how perceived service failure severity (SFS) in an interactive multi-actor service context may lead to customer retaliation and revisit intention via sequential mediation of dissatisfaction and brand hate.
Abhigyan Sarkar +2 more
semanticscholar +1 more source
This research examines how perceived service failure severity (SFS) in an interactive multi-actor service context may lead to customer retaliation and revisit intention via sequential mediation of dissatisfaction and brand hate.
Abhigyan Sarkar +2 more
semanticscholar +1 more source
How Sincere is an Apology? Recovery Satisfaction in A Robot Service Failure Context
Journal of Hospitality & Tourism Research, 2021This study examined the effects of service recovery entities (i.e., robot-generated text, robot-generated voice, and human service employee) on recovery satisfaction through the mediation of perceived sincerity. This study also tested the moderating role
Ya-Ou Hu, Hyounae (Kelly) Min, N. su
semanticscholar +1 more source
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
, 2021
Service failures and complaints have been topics where there is an increasing interest among researchers as well as practitioners and it has been thoroughly examined in relation to the general traveling public.But this is not the case for tourists with ...
Bongkoo Lee, Soyoung An, Jungho Suh
semanticscholar +1 more source
Service failures and complaints have been topics where there is an increasing interest among researchers as well as practitioners and it has been thoroughly examined in relation to the general traveling public.But this is not the case for tourists with ...
Bongkoo Lee, Soyoung An, Jungho Suh
semanticscholar +1 more source
Mind the voice! The effect of service robot voice vividness on service failure tolerance
Journal of Travel & Tourism MarketingVoice of service robot has significant impact on human-robot interaction,but with inadequate academic attention to it in robot service failure context.
Jia-Le Huo +5 more
semanticscholar +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
2014
Abstract The management of HF due to systolic dysfunction is underpinned by one of the strongest evidence bases in medicine. Following large randomized drug treatment trials of ACE inhibitors and B-adrenoreceptor antagonists published in the late 1980s and early 1990s, numerous guidelines have been written. Despite this, registry data
Roy S. Gardner +2 more
openaire +1 more source
Abstract The management of HF due to systolic dysfunction is underpinned by one of the strongest evidence bases in medicine. Following large randomized drug treatment trials of ACE inhibitors and B-adrenoreceptor antagonists published in the late 1980s and early 1990s, numerous guidelines have been written. Despite this, registry data
Roy S. Gardner +2 more
openaire +1 more source
Service Availability of Systems with Failure Prevention
2008 IEEE Asia-Pacific Services Computing Conference, 2008In this paper we present a queueing model for service availability formulated as a Petri net. We define a metric for service availability and show how it can be estimated from the model. Assuming that a failure avoidance mechanism is present, we analyze the distribution of time-to-failure.
Felix Salfner, Katinka Wolter
openaire +1 more source
To err is human: Tolerate humans instead of machines in service failure
Journal of Retailing and Consumer Services, 2020Full automation and self-service technologies have become popular in service marketing. However, customers often face multiple issues when dealing with self-service technologies. This paper examines the effect of service-failure type (employee failure vs.
Nuoya Chen +3 more
semanticscholar +1 more source