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- W86809496 abstract "Few, if any, organisations can deliver 'zero defects' service to customers. Themanagement of both complaints about service failure and the recovery strategiesemployed when critical incidents occur is therefore important because of its actualimpact on consumer satisfaction and subsequent behaviour. The effectiveness ofservice failure management is dependent on a clear understanding of consumerreactions to service failure, recovery strategies, and the interrelationship betweenthem with respect to the salience of service attributes and the concepts of 'blameattribution' and 'perceived justice'.The thesis focuses on service failure and recovery strategies within the UK hotelsector. It reviews the pertinent literature and reports the findings from two e-basedquestionnaires which examined service quality, service failure and recovery from theconsumers' perspective. It is different from previous empirical work in this subjectarea because in contrast to both the large majority of published research on servicequality and all previous empirical work on service failure and recovery, theconceptual framework is not based on the traditional expectancy-(dis)confirmationparadigm (where consumers evaluate a service by comparing pre-consumptionexpectations with actual performance). Instead, the research problem has beencontextualised using service quality importance and performance constructs aspredictors of consumer satisfaction and loyalty. The study also uses real criticalincidents rather than the simulated service failure scenarios used by previousresearchers.The analysis of service failure and recovery is therefore embedded in the context ofthe consumers' perceived importance of service attributes. It was hypothesised thatthe perceived importance of service attributes that fail ceteris paribus wouldsignificantly influence consumer reaction to the failure, the perceived effectiveness ofrecovery strategies and, in turn, the outcome of critical incidents with respect tooverall satisfaction and loyalty. Therefore, whilst the 'performance-only' approach isnow generally regarded as the most effective model in terms of its superior predictivevalidity over 'importance-performance' models (performance weighted by importance) in studies of consumer satisfaction with service providers, in theparticular context of service failure and recovery, it was hypothesised andsubsequently confirmed that the 'performance weighted by importance' model hasgreater predictive validity. The results are compared with those found in previousresearch and the contribution of the thesis to the academic literature are discussed.The implications of the findings for service managers are also evaluated." @default.
- W86809496 created "2016-06-24" @default.
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- W86809496 date "2011-01-01" @default.
- W86809496 modified "2023-09-23" @default.
- W86809496 title "A critical evaluation of service failure and recovery in UK hotels from the consumer perspective" @default.
- W86809496 hasPublicationYear "2011" @default.
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