Title :
A Comparative Research on Service Recovery Strategy´s Effectiveness
Author_Institution :
Sch. of Bus. Adm., Henan Univ. of Finance & Econ., Zhengzhou
Abstract :
Service recovery is an important topic in the field of service quality management, it is aiso one of the hotspots that scholars focusing on. The paper adopted experiment method and utilized ANOVA and correlation to explore service recovery strategy´s effectiveness and their difference, when there is serving delay in restaurant. At last, the paper expounded research result´s inspiration to service company and our further research direction.
Keywords :
catering industry; quality management; recovery; statistical analysis; comparative research; correlation; hotspots; restaurant; service company; service quality management; service recovery strategy; serving delay; utilized ANOVA; Accidents; Analysis of variance; Companies; Customer satisfaction; Delay effects; Error correction; Finance; Psychology; Quality management; Storms;
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on
Conference_Location :
Dalian
Print_ISBN :
978-1-4244-2107-7
Electronic_ISBN :
978-1-4244-2108-4
DOI :
10.1109/WiCom.2008.2027
