‘Explain, but make no excuses’: service recovery after public service failures
نویسندگان
چکیده
منابع مشابه
Service Failures and Recovery Strategies from the Service Provider Perspective
Most of existing literature pertaining to service failures and recovery strategies, while aiming at helping service providers determine their best recovery strategies, focuses on how customers respond to service failures. The real determinants of the strategies for those providers per se are seldom dealt with. This study proposes a framework linking service failure types and recovery strategies...
متن کاملOnline auction service failures in Taiwan: Typologies and recovery strategies
Online auctions are a new trading model that integrates auction mechanisms and the Internet. However, during the interaction between buyers and sellers, service failures inevitably occur. When service failures occur, selecting an effective service recovery strategy to correct the failure is an important issue. In this study, 867 failure incidents from buyers of online auction service encounters...
متن کاملRecovery of Failures in Transaction Oriented Composite Grid Service
Transaction Oriented Composite Grid service is a group of sub services to be executed in Grid environment when transaction management is used. Since Grid services are loosely coupled and dynamic in nature, the transaction management becomes tough task in this environment. As the number of services increase, the chances of failures also increase due to different types of faults occurring in the ...
متن کاملThe Effect of Customers' Emotion on Service Recovery Strategy in IT Service Failures
IT service support staff that deals with customer service inquiries online plays a key role in ensuring customer satisfaction and shaping customer experience. In reaction to service failures customers may exhibit some emotions that may influence service support staff’s response. Without a face-to-face interaction with customers, service support cannot detect the emotional signals sent out from ...
متن کاملThe Effect of Excuses on Customers' Perceptions of Service Agents rollowing Service Delays
............. 1 Chapter
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Public Management Review
سال: 2020
ISSN: 1471-9037,1471-9045
DOI: 10.1080/14719037.2020.1864013