文章基本信息

标题：How Can Service Failures Be Recovered? Start with Star Ratings, Personnel Rank, and Failure Severity
本地全文：下载
作者：Wen-Chin Tsao ; Yu-Shan Lin ; Yu-Chen Liu 等
期刊名称：International Business Research
印刷版ISSN：1913-9004
电子版ISSN：1913-9012
出版年度：2020
卷号：13
期号：7
页码：56-68
DOI：10.5539/ibr.v13n7p56
语种：English
出版社：Canadian Center of Science and Education
摘要：In recent years, companies have had to continuously pursue higher service quality and maintain customer satisfaction because of rising consumer awareness.Due to the special industry attributes of the service industry, it is particularly important for the service industry to recover service failures.The purpose of this study is to explore how to propose the solutions from the constructs of hotel star ratings, service staff ranks, and service failure severity.Eight scenarios were constructed by experimental design, which were performed on the network platform to collect data.A total of 320 subjects participated in this study.The results of this study show that hotel star rating and service staff rank can affect post-recovery satisfaction.In addition, the three variables of hotel star rating, service staff ranking, and service failure severity will affect corporate image.Finally, this study has also verified that better post-recovery satisfaction will help improve corporate image.Managerial implications for the marketing managers of the hotel industry and directions for future research are also discussed.
关键词：hotel ratings; service failure severity; post-recovery satisfaction; corporate image; star ratings;srvice recovery