DocumentCode
3462376
Title
A Comparative Research on Service Recovery Strategy´s Effectiveness
Author
Wenchao Wang
Author_Institution
Sch. of Bus. Adm., Henan Univ. of Finance & Econ., Zhengzhou
fYear
2008
fDate
12-14 Oct. 2008
Firstpage
1
Lastpage
4
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;
fLanguage
English
Publisher
ieee
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
Type
conf
DOI
10.1109/WiCom.2008.2027
Filename
4680216
Link To Document