DocumentCode
3499696
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
fYear
2007
fDate
21-25 Sept. 2007
Firstpage
3151
Lastpage
3155
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;
fLanguage
English
Publisher
ieee
Conference_Titel
Wireless Communications, Networking and Mobile Computing, 2007. WiCom 2007. International Conference on
Conference_Location
Shanghai
Print_ISBN
978-1-4244-1311-9
Type
conf
DOI
10.1109/WICOM.2007.781
Filename
4340556
Link To Document