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http://dx.doi.org/10.9723/jksiis.2018.23.5.145

Service Failure Recovery Strategies through Human Service Capability: A Case Study of Airline Cabin Service  

Kim, Yoon-Jin (인하공업전문대학 항공운항과)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.23, no.5, 2018 , pp. 145-157 More about this Journal
Abstract
The purpose of this study is to explore ways of service recovery and procedures through the service failure cases depending on the employee capacity that leads to improving quality of the airline cabin service. This study was tested using the failure case of airline in korea. Since interrupting and discontinuing of customer service affect customer defections, customer satisfaction must quickly respond to the service's error situation. The service of the cabin crew is closely related to the customer's evaluation, the direct connection. Customer's objectives are to meet employee needs for service recovery and to recognize and analyze customer perceptions of human resources services, restore customer expectations and maintain contracts with customers. Therefore, this study proposes a set of strategies for effectively preventing and responding to customer related service failure in the airline cabin service.
Keywords
Airline Cabin Service Quality; Human Service Capability; Service Failure; Service Recovery;
Citations & Related Records
Times Cited By KSCI : 4  (Citation Analysis)
연도 인용수 순위
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