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Non-internet self-service technology failures and recoveries: comparing China with the United States

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WOS被引频次:2
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成果类型:
期刊论文
作者:
Liu, Shunzhong*
通讯作者:
Liu, Shunzhong
作者机构:
[Liu, SZ] Cent China Normal Univ, Sch Econ, Wuhan 430079, Hunan, Peoples R China.
[Liu, Shunzhong] Cent China Normal Univ, Sch Econ, 152 Luoyu Rd, Wuhan 430079, Hunan, Peoples R China.
通讯机构:
[Liu, Shunzhong] Cent China Normal Univ, Sch Econ, 152 Luoyu Rd, Wuhan 430079, Hunan, Peoples R China.
语种:
英文
关键词:
Service failure;Service recovery;Self-service technology;Critical incident technique
期刊:
Service Business
ISSN:
1862-8516
年:
2013
卷:
7
期:
3
页码:
399-417
文献类别:
WOS:Article
所属学科:
ESI学科类别:经济&商业;WOS学科类别:Business;Management
入藏号:
机构署名:
本校为第一且通讯机构
院系归属:
经济与工商管理学院
摘要:
This study compares the non-internet self-service technology failures and the associated recovery strategies used to retain dissatisfied customers in China and the United States. Data are collected by the critical incident technique, through structured, open-ended questionnaires. Totally, 555 incidents are collected and classified. The failures and recovery strategies are traced and analyzed to understand the discrepancy in failure rating, satisfaction of recovery strategy, and repurchasing between China and the United States. For failure rating, satisfaction, and loyalty, there are larger discrepancies between China and the United States. The two countries have exactly the same service failure typology, but failure frequency and its rating magnify the significant differences between the two countries. For recovery strategies, discount and correction do not occur in the Chinese non-internet SST setting, but remained recovery strategies are quite similar between the two countries.
参考文献:
Barney JB, Zhang S (2009) The future of Chinese management research: a theory of Chinese management versus a Chinese theory of management. Manag Organ Rev 5(1):15–28
Becker C (2000) Service recovery strategies: the impact of cultural differences. J Hosp Tour Res 24(4):526–538
Bejou D, Edvardsson B, Rakowski JP (1996) A critical incident approach to examining the effects of service failures on customer relationships: the case of Swedish and US airlines. J Travel Res 35(1):35–40
Bitner MJ, Booms BH, Tetreault MS (1990) The service encounter: diagnosing favorable and unfavorable incidents. J Mark 54(1):71–84
Bitner MJ, Booms BH, Mohr LA (1994) Critical service encounters: the employees’ viewpoint. J Mark 58(4):95–106

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