Customers often react strongly to service failures, so it is critical that an organization's recovery efforts be equally strong and effective. In this article, the authors develop a model of customer satisfaction with service failure/recovery enc ...

Customers often react strongly to service failures, so it is critical that an organization's recovery efforts be equally strong and effective. In this article, the authors develop a model of customer satisfaction with service failure/recovery encounters based on an exchange framework that integrates concepts from both the consumer satisfaction and social justice literature, using principles of resource exchange, mental accounting, and prospect theory. The research employs a mixed-design experiment, conducted using a survey method, in which customers evaluate various failure/recovery scenarios and complete a questionnaire with respect to an organization they recently had patronized. The authors execute the research in the context of two different service settings, restaurants and hotels. The results show that customers prefer to receive recovery resources that "match" the type of failure they experience in "amounts" that are commensurate with the magnitude of the failure that occurs. The findings contribute to the understanding of theoretical principles that explain customer evaluations of service failure/recovery encounters and provide managers with useful guidelines for establishing the proper "fit" between a service failure and the recovery effort.
<출처: JSTOR,
https://www.jstor.org/stable/3152082?
DOI: 10.2307/3152082>

본 자료는 최종결과물(결과보고서)의 원자료이다.

해당 연구는 미용 서비스 산업에서 서비스 실패 유형과 서비스 회복 노력이 회복성과에 미치는 영향을 살펴보는 것이 목적이다. 이를 위하여 미용서비스 실패 경험을 주제로 한 설문조사를 실시하였는데, 본 자료 ...

본 자료는 최종결과물(결과보고서)의 원자료이다.

해당 연구는 미용 서비스 산업에서 서비스 실패 유형과 서비스 회복 노력이 회복성과에 미치는 영향을 살펴보는 것이 목적이다. 이를 위하여 미용서비스 실패 경험을 주제로 한 설문조사를 실시하였는데, 본 자료는 그 중 회복성과의 하나인 서비스 회복 측정 항목에 사용되었다.