Tracking service failures and employee recovery efforts
Article Abstract:
A critical incident technique is used to evaluate service failures and recovery strategies in service industries. Results show that for the 11 failure categories considered, average failure ratings went beyond the midpoint of a 10 point failure rating scale. Failures with the lowest recovery ratings were facility problems and inappropriate employee behavior while recovery strategies that provided some kind of compensation such as free food or discounts received the highest ratings.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1995
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Franchise relocation and sport introduction: a sports marketing case study of the Carolina Hurricanes' fan adoption plan
Article Abstract:
Marketing plays an integral role in both creating a fan base for newly relocated sports franchises and in establishing acceptance of an unfamiliar sport in a new geographic area.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1999
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Typologies of e-commerce retail failures and recovery strategies
Article Abstract:
The reasons behind the service failures of e-commerce firms are examined.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2005
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