Title :
Reshaping Service Recovery System Based On Customer Satisfaction
Author :
Wang, Yi ; Chen, Rong ; Wang, Yan ; Zhao, Ping
Author_Institution :
Sch. of Econ. & Manage., Tsinghua Univ., Beijing
Abstract :
Under the framework of resource exchange theory, this article develops a model of customer satisfaction after service recovery. The model integrates different service failure attributes and service recovery methods to explain the forming process of customer satisfaction after service recovery. The survey was conducted at restaurant and hotel industry in China. We compare the different impact mechanisms of customer satisfaction after service recovery in the two industries. At last, we advance some solution and advices to reshape service recovery system according the characteristic of the two industries.
Keywords :
customer satisfaction; customer services; failure analysis; hotel industry; customer satisfaction; forming process; reshape service recovery system; resource exchange theory; service failure attribute; Customer satisfaction; Industrial relations; Resource management; Uncertainty;
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2007. WiCom 2007. International Conference on
Conference_Location :
Shanghai
Print_ISBN :
978-1-4244-1311-9
DOI :
10.1109/WICOM.2007.781
