جستجوی مقالات مرتبط با کلیدواژه « service recovery » در نشریات گروه « مدیریت »

Service failure is an integral part of service delivery and will undoubtedly occur many times for any business. Service failure in B2B markets causes irreparable damage to businesses, and in order to prevent this damage, it is necessary to identify service failure and find suitable services for every business. Therefore, the main goal of this research is a framework for the failure and recovery of services in the B2B market according to the literature in this field. The method of this research is qualitative and using a systematic review approach. In this research, 370 articles were reviewed and finally, after several stages of screening, 35 articles were selected and evaluated for the final analysis. The findings of this research include seven main categories including the field of B2B service failure, types of B2B service failure, consequences of B2B service failure, B2B service recovery mechanisms, customer evaluation of service recovery, B2B service recovery consequences, and finally the conditions and variables that intervene in the failure process. and recovery of B2B services was identified. Also, 24 sub-categories and 66 sub-categories were identified. Finally, suggestions for future researches were presented.

A review of the research literature shows that developing a model of service recovery strategies within the framework of consumer culture theory and influencing variables in this regard is one of the areas that requires deeper research. Based on this, the current research tries to clarify the dimensions of the subject and prepare a comprehensive model in this regard, which is able to explain the model of service recovery according to the consumer culture theory. To achieve this goal, the current research seeks to answer these questions: what are the dimensions of service recovery in the framework of consumer culture theory? What are the relationships between the factors that make up the model of service recovery in the framework of the consumer culture theory? In this research, the meta synthesis method by Sandelowski and Barroso approach have been used to review the research literature. In this research, at first, 210 articles published after 2000 and related to the research topic were selected, and after preliminary reviews and abstract study, 39 articles were finally selected. Finally, the final research model was presented. The final model, which is the result of a holistic view in the discussion of service recovery, contains 40 codes under the title of basic themes, 16 codes under the title of organizing themes, and 6 codes under the title of overarching themes. 6 codes were identified and formed as overarching themes with the titles "recovery personalization, pre-recovery preparations, recovery strategies, recovery tools, perception of recovery, post-recovery reactions".

Considering the high rate of customer dissatisfaction with banking services, the issue of service recovery is a clear example in the country's banking sector. Service recovery shows the reaction of banks when a problem occurs. This study aims to study the impact of the perceived justice of bank customers on satisfaction with service recovery and post-purchase behaviors. This research is an applied study that was conducted with a descriptive-survey approach. The statistical population is all customers who receive banking services (unlimited population), from which a sample of 409 people has been selected as a statistical sample using SAMPLE-POWER software. In this study, an adapted questionnaire was used to collect information. It is worth mentioning that the validity and reliability of the questionnaire were confirmed. The partial least squares technique and SmartPLS software were used to test the hypotheses. The results showed that distributive, procedural, interactive, and informational justice has a positive and significant impact on satisfaction with service recovery; Satisfaction with service recovery has a positive and significant effect on customer trust, recommended advertising, and repurchase intention; Trust has a positive and direct impact on recommendation advertising and repurchase intention; Service recovery satisfaction through trust influences recommendation advertising and repurchase intention; It was also found that satisfaction with service recovery has a positive and direct impact on brand credibility and customer-based brand equity.

A customer churn is a person who is on the verge of leaving our services and using the services of competitors. In this regard, the purpose of this study is to investigate the role of barriers to customer churn on Service recovery strategies in the banking industry. The present research is applied in terms of purpose and in terms of data collection method, it is descriptive of survey type. The statistical population of the present study is the customers, managers, and deputies of private banks in Khoy city. The number of members of the study community was 35 banks and 378 customers. Using Cochran's formula and available sampling method, the number of samples was estimated to be at least 147 customers and 71 managers. It is worth noting that the questionnaire was used to collect data and Structural Equation Modeling (SEM) was used to analyze the research data using Amos software. Findings of the present study show that barriers to customer churn have a significant effect on Service recovery strategies. Also, customer attitudes, customer time, physical factors, decision-making power, bank credit, progress, compensation for customer service, bureaucracy, the return of bank errors, management factors, and employee dissatisfaction with the bank have a significant impact on Service recovery strategies.

Customer retention is formed by focusing on existing customers to build long-term relationships with them. In the end, this relationship will result in the promotion of businesses. One of the influencing factors in improving customer satisfaction and establishing long-term relationships with them is service recovery. This study aims to evaluate the effect of the recovery strategy, recovery time, and recovery status of employees in employee-related failures on customer’s after-purchase behaviour.

 The statistical population of this study consisted of the customers of the agriculture bank (Keshavarzi) in Tehran. First, a semi-structured interview was conducted with 50 customers from different branches of the agriculture bank to identify the most frequent type of failure. Then a sample of 392 people was selected using a stratified sampling method. The research data was gathered by taking the questionnaire after its validity and stability were confirmed by some experts and professors. Data analysis was performed in the first part using content analysis; the second part was conducted using general linear modelling (GLM).

Findings indicated that the type of recovery strategy does not affect the satisfaction level and word of mouth. Also, customer loyalty has a direct effect due to the type of failure. Recovery time based on the type of failure is directly related to the satisfaction level, customer loyalty, and word of mouth. For the failure type, the recoverer's personality has a direct impact on the satisfaction level. It also does not affect customer loyalty and word of mouth. Also, recovery strategy along with recovery time significantly affect customer loyalty due to the type of failure.

The main limitations of this research was the lack of segregation of recovery based on the type of service used by the customer. This non-segregation can range from simple services such as a password change in the cash cards to advanced and sensitive service such as issuing a warranty. Lack of control over the customer's previous relevant experience of recovering similar breaches by the bank or similar competitors is also an ignored issue in this study. Finally, ignorance of different protest methods is another research limitation. A protest can have various forms (verbal expression of objections to complaints to legal authorities), which can be another limitation of this research. Investigating the post-recovery implication of failure (the degree of importance to the customer) in customer satisfaction is suggested as a future study subject. The customer's previous experience in failure recovery in the same organization or competing organizations is another suggestion.

 Given that the position of the recoverer, both directly and interactively with time, affects customer satisfaction and loyalty, service providers must select the most appropriate person to implement recovery strategies in the case of failure. Organizations need to train their employees with job-related and behavioural skills. It empowers them in responding appropriately to different customer needs, different personalities, and different situations. Unlike customers who complain to higher authorities, others are less likely to request compensation from the organization. In this way, executives can devote more time to the organization's strategic plans. According to the effect of time, both directly and in combination with position and strategy on customer satisfaction and loyalty, the service provider should carefully select the recovery time. Recovery strategies, such as apologizing, should be done rapidly. Other types of recovery strategies are employed after the service completes. Accordingly, in the general policies of banks and especially the target bank of this research and considering specific customers, separate units should be considered for the position of the recovering person. Based on the type of service failure, this person should choose the best option (apology or justification) at the best time (immediate or after service).

According to the results of this study, apologies or justifications are not always appropriate. Bank managers should consider adaptation to different situations and holding highly critical power in defining the position of recovering people. As a result, this action can create positive associations in the customers' minds, and to some extent, can cover the service failure by an optimal strategy at the right time. Accordingly, the position of individuals and their requests are recognized.

Service recovery seems more important than delivering customer service. So this study has tried to cover customer dissatisfaction by examining the position of the recoverer, recovery strategy, and recovery time. In other words, customers are the most significant capitalists of any business, and their satisfaction and efforts to create maximum satisfaction should be a priority of any business.

The concepts of service quality and customer satisfaction are among the most important concepts in marketing theories. Considering the importance of the service sector, increasing the quality and satisfaction of this sector, it is even more important than the manufacturing sector. The purpose of this study was to investigate the effects of service retrieval on customer satisfaction of services. The research method is applied in terms of purpose and in terms of the nature of the correlation method. The statistical population of the study consisted of customers 3, 4, and 5 star hotels in Isfahan and 384 people were selected as samples according to the sample size of the Cochran. A questionnaire was used to collect information. The formal and content validity are confirmed by respondents and professors and the Cronbach's alpha coefficient is more than 0.7, indicating a high reliability of the questionnaire. The results were analyzed using Amos software, considering that the level of significance was less than 0.05: The recovery of services created on customer satisfaction from service improvement. The main solution is that hotel managers must try to compensate for their service failures to the extent that they are satisfied with the customer.

When dealing with the dynamics of systems, tools and processes may be of use to understand the behavior of complex systems and, consequently, to make decisions and adopt appropriate policies. These all can be guided in the right direction to make changes. In this study, the technique of dynamic modeling is conducted to revive services in hotels, and the long-term impact of this revival on the brand and increase of customers is investigated. Next, a dynamic system is introduced and the services are restored by thoughtful considering of all the aspects of the issue, such as education and employment of trained and experienced staff, quality of human resources, quality of services, customer’s cost (price), quick resolving of service claims and customer complaints, degree of attractiveness to customers and competitors of the hotel, simulation of the impact of each variable on customer services and, customer’s loyalty. The method of the research was interviews with 100 experts and customers of 3-star hotels and over in the city of Mashhad as well as the statistical data available in the literature along with Vensim software. The study is done in a 58-year perspective from 2013 to 2071. The research focuses on proper strategies and policies, explains different scenarios, and extracts the factors that affect hotel customers’ loyalty in the competitive world.

Today, service recovery strategies as an effective tool for retaining those customers, who are dissatisfied with the services, have become the focus of numerous Studies. The aim of this study is to identify and prioritize service recovery Strategies of Internet service providers (ISPS) for their service failures from customer's viewpoint. This is an applied and qualitative research. The statistical population of this study is the broadband customers of Mashhad city. The sample size is 383 persons, and the sampling method is Proportional Stratified Sampling. In this research, Fuzzy AHP approach and Microsoft Excel 2010 software are utilized. The results indicate that empowerment is ranked as the first important variable and Atonement, Explanation, Communication, Tangibles and Feedback are ranked as second to sixth variables.

This study presents a thorough understanding of how relational sellin behavior, network quality, and service recovery indirectly influence ISP customer loyalty through satisfaction and trust and how prior IT experience moderates the above relationships in ISP service. ISPs are seeking customers by offering highly competitive packages. Undoubtedly, a focused approach to establishing the strengths and unique competitive edge of a company is essential for survival given the intense competition. ISPs must create a powerful relationship between Internet and user. Relationship quality is a general assessment of relationship strength and the extent to which a relationship meets the needs and expectations of the parties involved based on a history of successful or unsuccessful encounters or events. This research presents two models of relationship quality that evaluate the indirect influence of relational sellin behavior, network quality, and service recovery on ISP customer loyalty through satisfaction and trust and how prior IT experience moderates the above relationships in ISP services. Data was obtained from questionnaires distributed to ADSL customers of the largest ISP in Iran. The results found that relational selling behavior, network quality, and service recovery indirectly influence loyalty through relationship quality. The effects of relational selling behavior on satisfaction are stronger for inexperienced customers.