Title :
Service recovery paradox effect: Comparisons in two service industries
Author_Institution :
Capital Univ. of Econ. & Bus., Beijing, China
Abstract :
Service failure and recovery have caught researchers´ attention in recent years. However, one important question is still left unanswered: if SRP (service recovery paradox) really does occur. Does it exist or not? Is it industry-specific? A scenario-based experiment was conducted in two service industries, banking and restaurant, to resolve those questions. Results revealed that the likelihood of service recovery paradox happening is different across different industries, which provide both theoretical contributions and managerial implications in China.
Keywords :
banking; catering industry; China; SRP; banking; managerial implications; restaurant; scenario-based experiment; service failure; service industries; service recovery paradox effect; Banking; Customer satisfaction; Interviews; Reliability; Switches; consumer trust; service failure; service recovery; service recovery paradox effect;
Conference_Titel :
Artificial Intelligence, Management Science and Electronic Commerce (AIMSEC), 2011 2nd International Conference on
Conference_Location :
Deng Leng
Print_ISBN :
978-1-4577-0535-9
DOI :
10.1109/AIMSEC.2011.6010927
