service failure can put companies out of business if attention is not paid to this problem. the purposes of this study were to investigate the explanatory relationships between hotel guests’ perceptions of (a) service failure; (b) service recovery strategies in each service failure situation and behavioral intentions. this study explained the components of service recovery strategies used when ...

present article focuses on service failure and recovery in the online shops in iran. the article investigates interaction between service failure and online shops readiness for service recovery and resulting impact on customer reaction. the data was collected by an e-questionnaire from 615 iranian online shoppers. the findings suggest, although many online shops are severely breaching few funda...

This study aimed to investigate the impacts of causal attributions (controllability, stability, and locus control) failure severity on behavioral intention passengers in context airline service failure. also extended attribution theory by incorporating as another explanatory variable. Furthermore, all above direct relationships were expected be mediated brand attitude. Essentially, this attempt...

grid computing is an emerging computing paradigm that will have significant impact on the next generation information infrastructure. due to the largeness and complexity of grid system, its quality of service, performance and reliability are difficult to model, analyze and evaluate. this paper proposes a virtual tree-structured model of the grid service. this model simplifies the physical struc...

In recent years, a significant factor for success of service industry is the rate of meeting customers’ expectation and after service recovery satisfaction especially in banking system. The aim of this study is to fill the existing gaps in the marketing literature by providing a comprehensive model to examine the impacts of perceived justice on secondary satisfaction through the mediating role ...

The purpose of all service institutions, including banks is to provide appropriate services for the customers' satisfaction. In fact, the key to the success of these organizations relates to the customer-orientation and focus on the quality of services. Since the organizations providing financial service, especially banks operate in an environment with indistinct products, their quality service...

Bitner (1990) Attribution Theory and Expectation Disconfirmation Theory Offline Service Failure Unidimensional Failure Construct Dissatisfaction Field experimental study involving 145 participants respectively • Consumers are likely to be dissatisfied when they deem that the service provider exercise greater control over the cause of a service failure, and when the failure was recurring vis-à-v...

Electric vehicle sharing is necessary for achieving carbon neutrality. The self-service electric mode offers unique advantages in terms of freedom movement and privacy protection. Meanwhile, this requires a high-quality service guarantee because the separation management use. purpose study to propose framework risk control optimization vehicles, which includes life cycle analysis, assessment by...