文章基本信息

标题：An experimental design of service failure, recovery and speed analysis in cloud service
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作者：Wan-I Lee ; Chia-Chi Liu ; Cheng-Wu Chen 等
期刊名称：African Journal of Business Management
印刷版ISSN：1993-8233
出版年度：2012
卷号：6
期号：8
页码：3059-3064
DOI：10.5897/AJBM11.2470
语种：English
出版社：Academic Journals
摘要：This experimental study examines how the severity of service failure, level of service recovery, and speed of recovery influence consumers’ attribution processes, post-recovery satisfaction and behavior outcomes in a cloud services setting. A 3×3×3 between-subject factorial design is utilized that manipulates the severity of service failure, the level of service recovery, and the speed of service recovery affect consumer outcome attributions. The findings indicate that there is a two-way interaction between service failure, service recovery, and speed of recovery and that the impact on post-recovery satisfaction is significant, the three-way interaction between severity of service failure, level of service recovery, and speed of recovery does not have a joint effect on post-recovery satisfaction. This study offers new insights into the stream of research on service failure and recovery.
关键词：Cloud service; service failure; service recovery; speed of recovery; satisfaction