DocumentCode
2130393
Title
A Research on Service Failure and Culture´s Impact on Service Recovery Effectiveness
Author
Wang Wenchao
Author_Institution
Sch. of Bus. Adm., Henan Univ. of Finance & Econ., Zhengzhou, China
fYear
2009
fDate
20-22 Sept. 2009
Firstpage
1
Lastpage
4
Abstract
Service recovery is an important topic in the field of service quality management, it is also one of the hotspots that scholars focusing on. From the existing research, we found service failure seriousness and culture´s impact on service recovery effectiveness is still worthy of further researching. The paper adopted experiment, ANOVA to explore service recovery effectiveness in different service failures and also analyze power distance´s impact on service recovery. At last, the paper expounded the result´s management implication and further study direction.
Keywords
quality management; service industries; statistical analysis; ANOVA; service failure; service failure seriousness; service industry; service quality management; service recovery; Accidents; Analysis of variance; Companies; Customer satisfaction; Error correction; Failure analysis; Finance; Frequency; Power generation economics; Quality management;
fLanguage
English
Publisher
ieee
Conference_Titel
Management and Service Science, 2009. MASS '09. International Conference on
Conference_Location
Wuhan
Print_ISBN
978-1-4244-4638-4
Electronic_ISBN
978-1-4244-4639-1
Type
conf
DOI
10.1109/ICMSS.2009.5303167
Filename
5303167
Link To Document