• Korean journal of food and cookery science
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• v.29 no.5
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• pp.605-616
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• 2013

A multistage approach for service recovery enables restaurant managers to do the most effective recovery strategies to reduce customer dissatisfaction and lead to positive behavioral intentions. The purpose of this study was to identify the most effective service recovery strategies in terms of service stage and examine the relationship between service strategies and behavioral intentions. A total of 227 diners examined the customer perceptions to recovery strategies (tangible strategy and intangible strategy) following service failures in each of the four stages:1) reservation and parking, 2) seating and ordering, 3) meal consumption, and 4) payment and exit. The one-way ANOVA showed that intangible strategies were relatively more effective than tangible strategies regardless of service stages. Free meal or free dessert were most effective in service stage 1 and stage 2 whereas correct the failure and reperformance of service found to be the most effective service recovery strategy. Regarding the association between service recovery strategies and behavioral intentions, multiple regression analysis showed that intangible strategies influenced diners' likelihood of positive behavioral intentions whereas tangible strategies lead to diners' willingness to positive behavioral intentions only in service stage 1. The findings enable restaurant practitioners to improve service recovery activities from a service stage perspective.

• International Journal of Quality Innovation
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• v.8 no.1
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• pp.76-86
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• 2007

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

• Asia Marketing Journal
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• v.17 no.2
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• pp.97-125
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• 2015

In this study, we tried to evaluate the relative importance and find out the differences in consumer perceptions regarding service recovery strategies and the service provider in the distribution industry by using AHP (Analytic Hierarchy Process) analysis method. Therefore in this study, we tried to systematize various recovery strategies which were considered very important during service failure process in the distribution industry and analyze the relative importance for each recovery strategy. We set hierarchy composed of four items of monetary, action-oriented, psychological, and assured level as primary selection criteria and a total of 16 items(indemnity, refund, gift, gift certificate, prompt resolution, exchange, manager support, explanation, apology, empathy, acknowledge, kindness, assortment, after service, manage subcontractor, manage employee) as secondary selection criteria. We tried to take one step further from the service sector and study service recovery strategies specialized in distributor services. This study suggests various implications about service recovery strategies of distributors. First, this study can provide practical implications - e.g. service recovery efforts should be applied differently depending on service channels. There is a perceptual difference with respect to the importance of the types of service recovery strategies between service provider and final customer. Second, we can find theoretical implications in terms of identifying the priorities through hierarchy design of new recovery strategies and comparison of each element from the classifications of the current fractional recovery strategies. We hope to help service providers to build more efficient recovery strategy system based on the results of this study.

• Journal of Korean Library and Information Science Society
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• v.27
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• pp.211-244
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• 1997

The purpose of this study is to provide some constructing strategies for the effective service of government informations aiming at enhancing the quality of public services and the competitiveness of government in case of Korea. The major suggestions of this study are as follows: First, the constructing strategies for the effective service of government informations should be implemented in the level of national government reforms. Second, the constructing strategies for the effective service of government informations are to drive at linking the related policies and the use of information communication technologies. Third, the constructing strategies for the effective service of government informations are should be based on the information superhighway project initiated in 1994. Fourth, the constructing strategies for the effective service of government informations are to drive at introducing the concepts of IRM(Information Resources Management) and emphasizing the concepts of information transfer. Fifth, the constructing strategies for the effective service of government informations are to drive at adapting the related new information technologies including Internet by a means to full joint utilization of information. Sixth, the constructing strategies for the effective service of government informations are to drive at the policy of full joint utilization of information linking through the private and public sector. Finally, the constructing strategies for the effective service of government informations are to drive at considering the linkage of other countries and international organizations.

• Journal of Korean Elementary Science Education
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• v.31 no.1
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• pp.109-124
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• 2012

Developing pedagogical content knowledge (PCK) has been emphasized for teacher's professionalism and it should be done from systematic teacher training courses. In this study, we investigated changes of elementary pre-service teachers' PCK of science teaching and motivational strategies before and after a training course. For the analysis of pre-service teachers' PCK, their lesson plans, surveys, and interviews were collected. According to the results, in the beginning of the semester, pre-service teachers in the experimental group usually used didactic or combination of didactic and inquiry teaching strategies and a few pre-service teachers used inquiry or discovery teaching strategies when making lesson plans. However, at the end of the semester many pre-service teachers used inquiry teaching strategies in their lessons which included activities of asking students' prior knowledge, conducing experiments, finding conclusion, and comparing teachers' explanations with students' explanations. Regarding motivational strategies, in the beginning of the semester they focused using activities to create student's emotional interest in science lesson but at the end they used other strategies to create positive atmosphere for learning, capture intellectual interest in science, and connect science to students' everyday lives. The changes in pre-service teachers' PCK in the experimental group was meaningful because there was less change in pre-service teachers' PCK in the control group. This study implies the need for effective professional development programs for developing pre-service teachers' PCK.

• The Journal of Industrial Distribution & Business
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• v.14 no.10
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• pp.23-33
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• 2023

Purpose: This paper provides a literature review of both qualitative and quantitative research on service delivery in urban local authorities as portrayed in literature and offers more insight into the concept thereby developing and facilitating an improved understanding of service delivery and proffering strategies for improving service delivery in urban local authorities. Research design, data and methodology: The study adopted a desktop research methodology. Empirical and theoretical research and articles which are relevant to service delivery in urban local authorities are reviewed and analysed. Only secondary information gathered through those articles and research is used to analyse and build literature review on service delivery in urban local authorities. Results: a literature review of both qualitative and quantitative research on service delivery in urban local authorities as portrayed in literature proffering strategies for improving service delivery in urban local authorities. Conclusions: It is evident that service delivery is an area which needs more attention, especially in developing countries. The service delivery environment is also changing rapidly, calling for strategies to match such changes. This paper facilitates an improved understanding of service delivery, proffering strategies for improving service delivery in urban local authorities. These strategies are essential in improving service delivery challenges.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.11a
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• pp.267-274
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• 2006

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies(apology, value added, speed of recovery, empowerment) impact on the customer satisfaction and customer loyalty with SEM(Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

• Journal of Service Research and Studies
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• v.7 no.2
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• pp.79-90
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• 2017

The current research investigates the service R&D strategies from the service's nature perspectives. In the current economy, manufacturing and service industries are becoming boundless, and thus, they are competing with each other in a customer-centric environment. Because customers' needs and wants are realized through services, service industry has become one of the most important industries in the world. However, there have been conflicting opinions about service R&D policies due to different definitions of services. The current research specifically focuses on the nature of services to discuss strategies for service R&D. Service R&D strategies are suggested considering the nature of the current economy where industries are becoming boundless. In addition, the current research considers the service's relational, bidirectional, horizontality, and harmonization nature of services, and also, intangibility, inseparability, heterogeneity, perishability were considered in suggesting strategies for service R&D. For manufacturing industries, strategies to strengthen servitization R&D were proposed, and for service industries, strategies to strengthen manufacturization R&D were proposed. The results from the current research can be used for developing corporate service R&D strategies, and developing policies for developing both service and manufacturing industries in the current economy.

• Journal of the Korean Society of Costume
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• v.64 no.3
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• pp.13-31
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• 2014

This study attempts to analyze relational structures among service failure-related variables after the moderation of fairness in the beauty service industry with the following purposes: First, it aims to review and investigate service failure & service recovery strategies, non-switching intentions after recovery, revisit intention, the intent to provide word-of-mouth recommendations and previous studies on service failure and recovery in the beauty service industry. Second, it targets the analysis of the role of fairness as a variable that moderates relations between service recovery strategies and post-recovery satisfaction in the beauty service industry. For this, the following research method was used: This study has investigated the effect of service failure and its recovery strategies (behavioral recovery strategy, psychological recovery strategy, monetary recovery strategy) on customer satisfaction for beauty service users and used the Structural Equation Model (SEM) to further analyze and verify the effect of the satisfaction on post-satisfaction behavior (non-switching intention, repurchase intention and the intent to provide word-of-mouth recommendations). The SEM was divided into a measurement model and structural model to determine if the model is appropriate and estimate the parameters of the path coefficient. In addition, this study examined to see if fairness (procedural fairness, distributive fairness and interactive fairness) works as a moderating variable while the service recovery efforts affect customer satisfaction. Then, the role of service recovery strategies, targeted to satisfy the customers who were dissatisfied because of service failure, were investigated. In addition, its effect on post-satisfaction behavior was analyzed from the structural aspect, and the moderating role was examined as well. Then, the role of the service recovery strategy, which can be used to satisfy dissatisfied customers, was examined, and the effect of the satisfaction on customer behavior was analyzed from a structural perspective. In addition, the moderating role of fairness was tested. As a result, this study is significant in that it helps service providers formulate service recovery-related strategies.

• Journal of Distribution Science
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• v.22 no.2
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• pp.63-69
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• 2024

Purpose: This study analyses the Service Development Strategy for MICE in Nakhon Si Thammarat Province, Thailand aim to 1) Investigate the current and desirable conditions of the service businesses in order to support the MICE 2) Undertake a SWOT analysis of service businesses with regard to supporting the MICE 3) Analyze service business distribution strategies development to support the MICE in Nakhon Si Thammarat Province. Research design, data and methodology: This study divided into 2 phases: Phase 1 involved qualitative research to study the process of service businesses in their support of the MICE. Phase 2 involved research and development with regard to the development of innovative service business development strategies to support the MICE. Results: The article showed that company executives and related parties understand the meaning of service business management to support the MICE to consist of 8 indicators: quality of meeting venues, access to meeting venues, meeting infrastructure, government support, additional activities in addition to meetings, the image and reputation of the city, MICE personnel, and security. Conclusions: Strategies for developing service business innovations to support the MICE consist of a proactive strategy, a preventive strategy, and a remedial strategy together with defensive strategies.