The key objective of this paper is to identify and analyse critical failure points that may prevent potential innovations introduced by an outsourcing service provider. The paper applies the service blueprinting method as a tool for systematic description and analysis of an industrial outsourcing process. The main benefit of the service blueprinting technique is that it makes the service provis...

Knowing how to handle angry customers following a service failure is an important aspect of a service provider’s work role. This paper presents a conceptual framework to help marketing academics and managers better understand: (1) how customer anger is provoked by a service failure; and (2) how customer anger may be reduced through using specific service recovery attempts by service providers. ...

We compare the overall mean response time (a.k.a. sojourn time) of the processor sharing (PS) and feedback (FB) queues under an M/GI/1 system. We show that FB outperforms PS under service distributions having decreasing failure rates; whereas PS outperforms FB under service distributions having increasing failure rates. c © 2003 Elsevier B.V. All rights reserved.

Recent disclosures of failures of care in the National Health Service (NHS) in England have led to debates about compassion deficits disallowing health professionals to provide high quality responsive care. While the link between high quality care and compassion is often taken for granted, it is less obvious how compassion – often originating in the individual’s emotional response – can become ...

The relationship between transportation and tourism has not been fully explored in tourist research. effects of services at destinations, particularly with service encounter failures, on tourists' perceptions the destinations their behavioral intentions have considered. We examine taxis, a main form transportation, assess how tourists evaluate failures. Our sample 308 residents Hong Kong partic...

Reliability prediction methods for early design stages suffer from the lack of empirical failure data. However, expert knowledge and data from similar in-service components are information sources ready available. In this work, an expert elicitation procedure for failure rate prediction is presented. In contrast to direct elicitation procedures such as FMEA, relations to in-service components a...