Can service firms overdo service recovery? An assessment of non-linearity in service recovery satisfaction [PDF]
South African Journal of Business Management, 2012 Owing to the human nature of service delivery service failures occasionally occur. Persistently poor service delivery will, however, have a harmful impact on the survival and growth prospects of service firms.
C. Boshoff
doaj +2 more sources
Service recovery following dysfunctional consumer participation [PDF]
, 2012 This article introduces the notion of dysfunctional consumer participation. It advances a theoretical model of service recovery for contexts in which the smooth functioning of a service has been disrupted by consumers’ dysfunctional contributions ...
Hibbert, SA +2 more
core +5 more sources
The Role of the Employee: An Exploratory Study in Service Recovery Satisfaction in the Luxury Resort Industry [PDF]
, 2011 Satisfaction plays a key role in the service industry and especially in the hospitality industry (Edvardsson, Johnson, Gustafsson & Strandvik, 2000). This study seeks to explore satisfaction and organizational commitment in relation to service recovery ...
Crawford, Alleah +3 more
core +1 more source
Exploring Service Recovery and Justice Theory in the Libyan Airline Industry [PDF]
The services industry is the fastest growing sector of the global economy, and central to its success. This research is concerned with observations of service recovery and its impact on customer satisfaction, and focuses on recovery after service failure,
Ramadan, Ayad G A
core +3 more sources
The effects of job satisfaction, employee commitment, workplace friendship and team culture on service recovery performance [PDF]
Management Science Letters, 2016 The existing literature has called for more studies to be conducted on how human resource activities affect service recovery performance. This study therefore ascertains the effects of Job Satisfaction, employee Commitment, Workplace Friendship and Team ...
Abednego Feehi Okoe +2 more
doaj +1 more source
Why service recovery fails : tensions among customer, employee, and process perspectives [PDF]
, 2009 Purpose - The keys to effective service recovery are familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and many managers claim their organizations cannot respond to and fix ...
Stefan Michel +5 more
core +1 more source
Satisfaction with service recovery: Its measurement and its outcomes
South African Journal of Business Management, 2003 Persistent poor service delivery will have a harmful impact on the survival and growth prospects of service firms. The literature contends that, if service failures occur, there are strategies that service firms can employ to return customers to a state ...
C. Boshoff, G. Staude
doaj +1 more source
Influence of emotions displayed by employees during service recovery [PDF]
Spanish Journal of Marketing-ESIC, 2021 Purpose – While research evidences how customers’ emotions can influence their consumer experience, understanding of how employees’ displayed emotions affect the customer service experience is more limited.
María Sicilia +2 more
doaj +1 more source
Perceived service recovery justice and customer re-patronage intentions: Sequential mediation
Cogent Business & Management, 2021 The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery ...
Muhammad Asghar Ali +4 more
doaj +1 more source
Personal Recovery and Satisfaction Among Service Users with Psychosis
, 2022 The main theme in this thesis is the personal recovery of people with psychosis and their satisfaction with mental health services. More specifically, the following areas of investigation were examined: the perceived importance and support for personal ...
Skar-Fröding, Regina
core +1 more source