The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions PDF Download

Author: Kristen A. Riscinto-Kozub
Publisher: ProQuest
ISBN: 9780549669548
Category :
Languages : en
Pages : 218

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Author: Kristen A. Riscinto-Kozub
Publisher:
ISBN:
Category : Consumer complaints
Languages : en
Pages : 216

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Book Description

Author: Shahrukh Salman
Publisher: Anchor Academic Publishing
ISBN: 3960676875
Category : Business & Economics
Languages : en
Pages : 57

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Book Description
The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.

Author: Salleh Mohd Radzi
Publisher: CRC Press
ISBN: 1315737353
Category : Business & Economics
Languages : en
Pages : 624

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Book Description
Theory and Practice in Hospitality and Tourism Research includes 111 contributions from the 2nd International Hospitality and Tourism Conference 2014 (Penang, Malaysia, 2-4 September 2014), and covers a comprehensive range of topics, including:- Hospitality management- Hospitality & tourism marketing- Tourism management- Technology & innova

Author: Minwoo Lee
Publisher:
ISBN:
Category :
Languages : en
Pages :

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Book Description
Service failures are inevitable incidents in hospitality settings due to the characteristics of hospitality offerings such as intangibility, heterogeneity, and inseparability. When service failures occur, effective service recovery effort should be made in order to redress such failures and improve customer satisfaction because service failures could negatively affect customers' satisfaction and future behaviors. In the context of social media, firms' service recovery efforts can be witnessed by the complainant's family, close friends, other fan page members, and/or even unknown people who are connected and influenced through enormous social networks. However, no prior study has been found to investigate how and why observers perceive and evaluate service recovery efforts given to the complainant in social media. Therefore, the goals of the current study are to identify the impact of hotels' service recovery efforts on others how merely observe such processes in social media by integrating diverse literature including service failure and recovery, tie strength, and third-party justice as the theoretical lens and to build a structural model depicting others' reactions to service recovery efforts in social media (Study 1). In addition, this study explores how service failure severity and compensation influence observers' fairness perceptions when service recovery efforts are given to the complainant (Study 2). Research findings indicate that hotels' service recovery efforts given to complainants in social media positively influence observers' perceived fairness, leading to hotel image, customer loyalty, and behavioral intentions. The degree of increase in an observer's perceived fairness is higher for a strong tie person than for a weak tie person. Moreover, when service recovery efforts are given to the complainant in social media, service failure severity is negatively associated with observers' perceived fairness while hotel's monetary and psychological response (i.e., compensation) toward the complainant positively moderates observer's perceived fairness. Based upon findings of both Study 1 and Study 2, the current research not only sheds new insights into observers' service failure and recovery research, but also extends third-party justice perspectives and service recovery research (e.g., service failure severity and compensation) in the social media context.

Author: Efrem Sisay
Publisher: LAP Lambert Academic Publishing
ISBN: 9783659365829
Category :
Languages : en
Pages : 92

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Book Description
Organizations cannot avoid service failure.Service failure is inevitable due to the unique characteristics of the service itself. Therefore, they should develop effective recovery strategy to handle service failures properly. However, developing effective recovery strategy is not an easy task especially in the banking industry. Most customers who complained were not pleased with the banks' recovery efforts because they were not treated fairly and the service recovery efforts were far away from adequate justice. Consequently, failed service recovery following the initial service failure is leading the banks' customers to dissatisfaction and to switch their patronage to competitors.This study provides brief explanations on how justice oriented recovery affects customer satisfaction and how recovery satisfaction in turn affects customer loyalty.

Author: Roger Lee
Publisher: Springer Nature
ISBN: 3031533852
Category :
Languages : en
Pages : 200

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Author: C. K. Prahalad
Publisher: Harvard Business Press
ISBN: 1422160742
Category : Business & Economics
Languages : en
Pages : 273

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Book Description
In this visionary book, C. K. Prahalad and Venkat Ramaswamy explore why, despite unbounded opportunities for innovation, companies still can't satisfy customers and sustain profitable growth. The explanation for this apparent paradox lies in recognizing the structural changes brought about by the convergence of industries and technologies; ubiquitous connectivity and globalization; and, as a consequence, the evolving role of the consumer from passive recipient to active co-creator of value. Managers need a new framework for value creation. Increasingly, individual customers interact with a network of firms and consumer communities to co-create value. No longer can firms autonomously create value. Neither is value embedded in products and services per se. Products are but an artifact around which compelling individual experiences are created. As a result, the focus of innovation will shift from products and services to experience environments that individuals can interact with to co-construct their own experiences. These personalized co-creation experiences are the source of unique value for consumers and companies alike. In this emerging opportunity space, companies must build new strategic capital—a new theory on how to compete. This book presents a detailed view of the new functional, organizational, infrastructure, and governance capabilities that will be required for competing on experiences and co-creating unique value.

Author: Salamiah A. Jamal
Publisher: CRC Press
ISBN: 1315640481
Category : Business & Economics
Languages : en
Pages : 392

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Book Description
Innovation and Best Practices in Hospitality and Tourism Research contains 71 accepted papers from the Hospitality and Tourism Conference (HTC 2015, Melaka, Malaysia, 2-3 November, 2015). The book presents theup-and-coming paradigms and innovative practices within the hospitality and tourism industries, and covers the following topics:Mana

Author: Ron Zemke
Publisher: Plume Books
ISBN: 9780452264939
Category : Business & Economics
Languages : en
Pages : 612

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Book Description
Ron Zemke is one of today's most sought-after maangement consultants, The Service Edge is required reading for every executive and manager interested in reaping the benefits of customer care--and in getting one-up on the competition.