Search Results - subject:"failure severity"

Applying Fuzzy Multiple Criteria Decision-Making Method and Service Failure Index to Evaluate Restaurants¡¯ Performance

Chen, Hsi-Tien - In: Journal of Management and Strategy 5 (2014) 4, pp. 14-25

When a severe service failure occurs, loss to the firm is generally inevitable, but little research has been conducted on how to control the frequency of severe service failure. The purpose of this study is to propose a service failure control process and model by assessing whether the failure...

Persistent link: https://www.econbiz.de/10011267480

Can a rude waiter make your food less tasty? : social class differences in thinking style and carryover in consumer judgments

Lee, Jaehoon - In: Journal of consumer psychology : JCP : the official … 28 (2018) 3, pp. 450-465

Persistent link: https://www.econbiz.de/10011917273

The role of communication channel in delivering service recovery in online shopping environment

Jung, Na Young; Seock, Yoo-Kyoung - In: International journal of electronic marketing and … 9 (2018) 1, pp. 59-76

Persistent link: https://www.econbiz.de/10011849121

Impact of service failure severity and agreeableness on consumer switchover intention : Mediating role of consumer forgiveness

Riaz, Zeeshan; Khan, Muhammad Ishfaq - In: Asia Pacific Journal of Marketing and Logistics 28 (2016) 3, pp. 420-434

Purpose – The purpose of this paper is to examine the asymmetric impact of service failure severity and agreeableness … analysis tests were conducted to analyze data. Findings – The findings reveal that service failure severity has a direct …

Persistent link: https://www.econbiz.de/10014675320

The impacts of customers’ observed severity and agreement on hotel booking intentions: moderating role of webcare and mediating role of trust in negative online reviews

S., Sreejesh; M.R., Anusree - In: Tourism Review 71 (2016) 2, pp. 77-89

Purpose The purpose of the paper is to examine the conditional role of webcare as a service failure recovery strategy on customers’ hotel booking intentions in presence of different levels of observed severity and review agreement. Furthermore, the study also examines the mechanism through...

Persistent link: https://www.econbiz.de/10015034626

The positive effects of customers’ power on their behavioral responses after service failure

Sembada, Agung; Tsarenko, Yelena; Tojib, Dewi - In: Journal of service research : JSR 19 (2016) 3, pp. 337-351

Persistent link: https://www.econbiz.de/10011665459

Does service failure context matter? : customers' response to service recovery

Soares, Raquel Reis; Proença, João F. - In: Inventi impact: service sector (2016) 2, pp. 102-112

Persistent link: https://www.econbiz.de/10011593585

The impacts of customers' observed severity and agreement on hotel booking intentions: moderating role of webcare and mediating role of trust in negative online reviews

Sreejesh, S.; Anusree, M. R. - In: Tourism review : the official journal of the AIEST 71 (2016) 2, pp. 77-89

Persistent link: https://www.econbiz.de/10011597315

Impact of service failure severity and agreeableness on consumer switchover intention : mediating role of consumer forgiveness

Riaz, Zeeshan; Khan, Muhammad Ishfaq - In: Asia Pacific journal of marketing and logistics 28 (2016) 3, pp. 420-434

Persistent link: https://www.econbiz.de/10011583333

Service recovery for moderate and high involvement services

Bambauer-Sachse, Silke; Rabeson, Landisoa Eunorphie - In: Journal of Services Marketing 29 (2015) 5, pp. 331-343

responsibility for the failure and failure severity. Design/methodology/approach – The study is based on a 4 (tangible compensation … (failure severity: low vs high) × 2 (involvement: moderate vs high) design using scenarios in a restaurant context. Findings …

Persistent link: https://www.econbiz.de/10014906119