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http://dx.doi.org/10.7469/JKSQM.2011.39.2.217

Service Failure Management on Internet Shopping Environment by Combining Service Blueprint and FMEA  

Lee, Hye-Jun (Institute of Distribution & Franchise, Sejong University)
Lee, Dong-Il (Department of Business administration, Sejong University)
Zhang, Yong (Graduate School, Department of Business administration, Sejong University)
Publication Information
Journal of Korean Society for Quality Management / v.39, no.2, 2011 , pp. 217-233 More about this Journal
Abstract
This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.
Keywords
Service Blueprint; FMEA; Service Failure; Customer Complaint; Internet Shopping;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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