Title :
A Research on Service Failure and Culture´s Impact on Service Recovery Effectiveness
Author_Institution :
Sch. of Bus. Adm., Henan Univ. of Finance & Econ., Zhengzhou, China
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;
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
DOI :
10.1109/ICMSS.2009.5303167
