THE EFFECT OF SERVICE FAILURE AND SERVICE RECOVERY STRATEGIES ON CUSTOMER BEHAVIORAL

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SAMADI MANSOUR; HAJIPOUR BAHMAN; FARSIZADEH H.

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Journal: JOURNAL OF BUSINESS MANAGEMENT Year:2009 | Volume:1 | Issue:1 Page(s): 71-86

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Information Journal Paper

Title

THE EFFECT OF SERVICE FAILURE AND SERVICE RECOVERY STRATEGIES ON CUSTOMER BEHAVIORAL

Author(s)

SAMADI MANSOUR | HAJIPOUR BAHMAN | FARSIZADEH H. | Issue Writer Certificate

Keywords

SERVICE FAILUREQ3

SERVICE RECOVERY STRATEGIESQ3

BEHAVIORAL INTENTIONSQ1

Abstract

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 SERVICE FAILURE occurs in each situation in a hotel, and to link customer response to SERVICE RECOVERY STRATEGIES to behavioral intention, as applied to the hotel industry in Tehran. Appropriate measures are identified and a survey is undertaken among 200 Four- star hotel guests. A response rate of 58 per cent is obtained (n=116). Results indicate that dimensions of SERVICE FAILURE has positive contribution to SERVICE RECOVERY STRATEGIES and SERVICE RECOVERY STRATEGIES have positive contribution to BEHAVIORAL INTENTIONS.In other worda, the hotel guests’ perceptions of SERVICE FAILURE and SERVICE RECOVERY STRATEGIES have an overall effect on BEHAVIORAL INTENTIONS.

Cites

INVESTIGATING THE IMPACT OF COUNTRY OF ORIGIN ON CUSTOMER BEHAVIOR: INVESTIGATION OF THE MODERATING ROLES OF PRODUCT INVOLVEMENT AND PRODUCT FAMILIARITY ON PRODUCT EVALUATION AND CUSTOMER BEHAVIORAL INTENTIONS

References

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APA: Copy

SAMADI, MANSOUR, HAJIPOUR, BAHMAN, & FARSIZADEH, H.. (2009). THE EFFECT OF SERVICE FAILURE AND SERVICE RECOVERY STRATEGIES ON CUSTOMER BEHAVIORAL. JOURNAL OF BUSINESS MANAGEMENT, 1(1), 71-86. SID. https://sid.ir/paper/140122/en

Vancouver: Copy

SAMADI MANSOUR, HAJIPOUR BAHMAN, FARSIZADEH H.. THE EFFECT OF SERVICE FAILURE AND SERVICE RECOVERY STRATEGIES ON CUSTOMER BEHAVIORAL. JOURNAL OF BUSINESS MANAGEMENT[Internet]. 2009;1(1):71-86. Available from: https://sid.ir/paper/140122/en

IEEE: Copy

MANSOUR SAMADI, BAHMAN HAJIPOUR, and H. FARSIZADEH, “THE EFFECT OF SERVICE FAILURE AND SERVICE RECOVERY STRATEGIES ON CUSTOMER BEHAVIORAL,” JOURNAL OF BUSINESS MANAGEMENT, vol. 1, no. 1, pp. 71–86, 2009, [Online]. Available: https://sid.ir/paper/140122/en

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