Browse > Article
http://dx.doi.org/10.20878/cshr.2016.22.8.204

A Comparison of the Effect of Service Recovery Efforts based on Service Failure Types  

Lee, Seul-Gi (Dept, of Food Service Industry, Yeungnam University)
Kim, Dong-Jin (Dept, of Food Service Industry, Yeungnam University)
Publication Information
Culinary science and hospitality research / v.22, no.8, 2016 , pp. 204-218 More about this Journal
Abstract
The purpose of this study is to identify the differences in the effect of service recovery efforts on consumers satisfaction, word of mouth intentions, and revisit intentions when exposed to service failure situations. The service failure situation was classified into outcome-related and process-related failures. The service recovery effort was divided into financial and emotional efforts. Using a scenario technique, this study collected data from diners in Daegu and Gyoungbuk province. The results of the empirical analysis show that the effect of service recovery efforts varies depending on types of service failures and recovery efforts. Also, the interaction between service failure types and service recovery efforts was confirmed.
Keywords
service failure; service recovery; scenario technique; satisfaction; word of mouth intention; revisit intention;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
연도 인용수 순위
1 Park, S. J. (2007). A study of customer responses to service failure and recovery: The role of service provider's recovery effort and customeremployee rapport. Asia Marketing Journal, 9(3), 75-115.
2 Park, Y. B. (2007). A study on service recovery and customer behavior from service failure. The Korean Journal of Culinary, 13(1), 152-165.
3 Reichheld, F. F., & Sasser, W. E. (1990). Zero defections: quality comes to services. Harvard Business Review, 68(5), 105.
4 Schweikhart, S. B., Strasser, S., & Kennedy, M. R. (1993). Service recovery in health services organizations. Journal of Healthcare Management, 38(1), 3.
5 Seiders, K., & Berry, L. L. (1998). Service fairness: What it is and why it matters. The Academy of Management Executive, 12(2), 8-20.
6 Seo, J. S. & Kang, M. R. (2008). An empirical study on expectations and achievements affecting performance of service recovery. Journal of the Korean Production and Operations Management Society, 19, 93-121.
7 Singh, J. (1991). Understanding the structure of consumers' satisfaction evaluations of service delivery. Journal of the Academy of Marketing Science, 19(3), 223-244.   DOI
8 Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on post complaint behavior. Journal of Retailing, 73(2), 185-210.   DOI
9 Breukel, A., & Go, F. M. (2009). Knowledge-based network participation in destination and event marketing: A hospitality scenario analysis perspective. Tourism Management, 30(2), 184-193.   DOI
10 Byun, G. I., Kim, D. J., & Lee, S. G. (2013). Positive and negative information on family restaurant brands and consumer attitude - Using a scenario technique. Journal of Foodservice Management, 16(4), 119-136.
11 Cho, S. B. (2008). Influence of high intimacy on customer responses in service recovery efforts: Focusing on hotel restaurants and family style restaurants customers. Journal of Foodservice Management, 11(4), 379-395.
12 Cho, Y. S. (2009). The influence of the medical service failure and recovery conducted on customer satisfaction and loyalty. Journal of the Aviation Management Society of Korea, 7(3), 117-135.
13 Cronin, J. J. Jr, & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performancebased and perceptions-minus-expectations measurement of service quality. The Journal of Marketing, 125-131.
14 Coughlan, A. T., Anderson, E., Stern, L. W., & Adel, I. El-Ansary. (2006). Marketing Channels. Upper Saddle River, NJ: Pearson/Prentice Hall.
15 De Canniere, M. H., De Pelsmacker, P., & Geuens, M. (2010). Relationship quality and purchase intention and behavior: The moderating impact of relationship strength. Journal of Business and Psychology, 25(1), 87-98.   DOI
16 Susskind, A. M. (2002). I told you so!: Restaurant customers' word-of-mouth communication patterns. Cornell Hospitality Quarterly, 43(2), 75.   DOI
17 Smith, A. K., & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters paradox or peril? Journal of Service Research, 1(1), 65-81.   DOI
18 Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 356-372.
19 Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15-23.   DOI
20 Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 57(2), 11-27.   DOI
21 Westbrook, R. A. (1980). A rating scale for measuring product/service satisfaction. The Journal of Marketing, 68-72.
22 Weun, S., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recovery evaluations and post-recovery relationships. Journal of Services Marketing, 18(2), 133-146.   DOI
23 Yang, M. (2007). A study on the airlines service recovery. Ph. D. Thesis, The Graduate School of Kyonggi University.
24 Yoon, S. W., & Hwan, K. M. (2004). Effects of service recovery types on customer relationships: Critical incidents in restaurant services. Journal of Consumer Studies, 15(1), 135-158.
25 Hartline, M. D., & Jones, K. C. (1996). Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions. Journal of Business Research, 35(3), 207-215.   DOI
26 Emenike, S. U. (2013). The impact of the global financial crisis on entrepreneurship development: A comparative analysis of Europe and Africa between 2004-2011.
27 Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1-19.   DOI
28 Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.   DOI
29 Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), 49-61.   DOI
30 Jin, Y. H., & Rye, J. W. (2012). The effect of service quality of coffee through mediating customer satisfaction on revisit intentions - Focused on college students who have used coffee houses -. Journal of Foodservice Management, 15(5), 321-342.
31 Kim, Y. H. (2004). According to the service failures's types the effects of the perceived service recovery on the emotional response, the service value and the loyalty in the restaurant: A CIT approach. Ph. D. Thesis, The Graduate School of Sejong University.
32 Zemke, R. (1993), The art of service recovery: Fixing broken customers and keeping them on your side. The Service Quality Handbook, American Management Association, New York, NY, 463-76.
33 Johnston, R. (1995). The determinants of service quality: satisfiers and dissatisfiers. International Journal of Service Industry Management, 6(5), 53-71.   DOI
34 Johnston, T. C., & Hewa, M. A. (1997). Fixing service failures. Industrial Marketing Management, 26(5), 467-473.   DOI
35 Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. The Journal of Marketing, 71-82.
36 Kim, B., Choi, M., & Han, I. (2009). User behaviors toward mobile data services: The role of perceived fee and prior experience. Expert Systems with Applications, 36(4), 8528-8536.   DOI
37 Kim, D. Y.(2011). Effects of justice of wedding service recovery on customer satisfaction, reliance and intention to recommend. Ph. D. Thesis, The Graduate School of Sejong University.
38 Kim, D. J., & Lee, S. G. (2014). The effect of the servicescape on the customers' cognitive, affective, and conative attitudes in franchise coffee shops. The Korean Journal of Culinary Research, 20(2), 232-245.
39 Kim, I. M., & Lim, M. S. (2009). Developing effective service recovery tools for service failures. Services Marketing Journal, 2(1), 39-50.
40 Kim, Y. H. (2009). The effects of failed services on customer's negative emotions and behavior in the restaurant business. The Korean Journal of Culinary, 15(2), 136-149.
41 Kim, L. H., Kim, D. J., & Leong, J. K. (2005). The effect of perceived risk on purchase intention in purchasing airline tickets online. Journal of Hospitality & Leisure Marketing, 13(2), 33-53.   DOI
42 Kim, Y. H. (2004). According to the service failures's types the effects of the perceived service recovery on the emotional response, the service value and the loyalty in the restaurant: A CIT approach. Ph. D. Thesis, The Graduate School of Sejong University.
43 Kotler, P. (1973). The major tasks of marketing management. The Journal of Marketing, 42-49.
44 Lee, S. G., & Kim, D. J. (2013). The impact of positive and negative information about restaurant brands on consumer attitude: By controlling familiarity of restaurant brands. Journal of Foodservice Management, 16(2), 211-231.
45 Bell, C. R., & Zemke, R. E. (1987). Service breakdown: The road to recovery. Management Review, October, 5-32.
46 농식품부aT. (2015). 2015년도 식품산업 주요 지표.
47 Aguilar-Rojas, O., Fandos-Herrera, C., & Flavian-Blanco, C. (2015). What may lead you to recommend and revisit a hotel after a service failure instead of complaining? International Journal of Contemporary Hospitality Management, 27(2), 214-235.   DOI
48 Baek, J. O. (2009). The influences of service recovery strategy on the quality of customer-brand relationship - Focusing on the structural failure of service process on outcome -. Ph.D. Thesis, The Graduate School Kyonggi University.
49 Bell, C. R., & Zemke, R. (1990). The performing art of service management. Management Review, 79(7), 42-46.
50 Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. The Journal of Marketing, 71-84.
51 Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995). The effects of customer service on consumer complaining behavior. Journal of Services Marketing, 9(4), 31-42.   DOI
52 Maxham, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239-252.   DOI
53 Lee, Y. J., & Park, J. M. (2012). The impact of service failures and recovery satisfaction on relationship commitment, word-of-mouth intention, and switching intention in domestic hypermarkets. Journal of Marketing Studies, 20(2), 29-51.
54 Mattila, A. S., & Ro, H. (2008). Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting. Journal of Hospitality & Tourism Research, 32(1), 89-107.   DOI
55 Maxham, J. G. (2001). Service recovery's influence on consumer satisfaction, positive wordof-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24.   DOI
56 Naylor, G., & Kleiser, S. B. (2000). Negative versus positive word-of-mouth: An exception to the rule. Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, 13, 26-36.
57 Oh, H. J. (2010). The impact of perceived fairness and emotional reaction according to service failure of food and beverage in hotel influence service recovery. Ph. D. Thesis, The Graduate School Sejong University.
58 Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. The Journal of Marketing, 21-35.
59 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.
60 Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140-147.   DOI