NT Kuo, KC Chang, YS Cheng… - Journal of China Tourism …, 2013 - Taylor & Francis
… take the complaint and the complaint handling process. If … If we can understand the cause of a servicefailure and the … that effective SR can correct servicefailure and has a positive effect …
… Marketing or service managers have put attention and resources to handleservicefailure such as offering complaint hotlines or having customer service department to handle customer …
… methodology on issues of Technical Quality and Functional Quality in connection with the “Core ServiceFailure.” By … Also, by effecting service quality in the process of handling customer …
… to moderate consumers' responses to servicefailures and service recovery outcomes. Consistent … the study methodology employed to test the research propositions. Methodology Study …
… In this research’s result, we use the experimental method to … service recovery. We expected the result of this research; the loyal customers will feel less disappointment in servicefailure …
… Thus, servicefailure is a pivotal element to maintain customers. However, as servicefailure … MANOVA was the main methodology used to analyze the main effects and interaction effects …
… Failure to satisfy customer requirements implies operational … The traditional method of handling customer requirement for … Employee training is a frequently used method for promoting …
… 249 servicefailure and service recovery incidents in tourism industry using critical incident technique method … recovery, quickly handle process, and friendly interaction to customers. …