Verifying The Key Determinants to Service Recovery : Focused on Telecommunications, Restaurants, and Banking Sectors
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The purpose of this study is to uncover the influences of various efforts on service recovery after the failure of the service in regards to customer satisfaction and loyalty. The model was tested with a survey of 20–40 ages people who experienced service failure and service recovery in Daejeon and Chungnam. The collected data were analyzed statistics programs PLS and SPSS. As a result, the present study finds factors directly affecting service recovery and demonstrates the relationship of those factors between service recovery and customer loyalty. Furthermore, it discusses immediate compensation, truthfulness, reaction and assurance as the important factors for service recovery. In addition, factors that affect service recovery were compared among three services - telecommunication, family restaurants, and retail banks. It was found that the influence of immediate compensation, truthfulness, reaction, and assurance is different for each service type. This study result shows that a different service recovery is required, depending on the service characteristics.The purpose of this study is to uncover the influences of various efforts on service recovery after the failure of the service in regards to customer satisfaction and loyalty. The model was tested with a survey of 20–40 ages people who experienced service failure and service recovery in Daejeon and Chungnam. The collected data were analyzed statistics programs PLS and SPSS. As a result, the present study finds factors directly affecting service recovery and demonstrates the relationship of those factors between service recovery and customer loyalty. Furthermore, it discusses immediate compensation, truthfulness, reaction and assurance as the important factors for service recovery. In addition, factors that affect service recovery were compared among three services - telecommunication, family restaurants, and retail banks. It was found that the influence of immediate compensation, truthfulness, reaction, and assurance is different for each service type. This study result shows that a different service recovery is required, depending on the service characteristics.
Abstract
The purpose of this study is to uncover the influences of various efforts on service recovery after the failure of the service in regards to customer satisfaction and loyalty. The model was tested with a survey of 20–40 ages people who experienced service failure and service recovery in Daejeon and Chungnam. The collected data were analyzed statistics programs PLS and SPSS. As a result, the present study finds factors directly affecting service recovery and demonstrates the relationship of those factors between service recovery and customer loyalty. Furthermore, it discusses immediate compensation, truthfulness, reaction and assurance as the important factors for service recovery. In addition, factors that affect service recovery were compared among three services - telecommunication, family restaurants, and retail banks. It was found that the influence of immediate compensation, truthfulness, reaction, and assurance is different for each service type. This study result shows that a different service recovery is required, depending on the service characteristics.The purpose of this study is to uncover the influences of various efforts on service recovery after the failure of the service in regards to customer satisfaction and loyalty. The model was tested with a survey of 20–40 ages people who experienced service failure and service recovery in Daejeon and Chungnam. The collected data were analyzed statistics programs PLS and SPSS. As a result, the present study finds factors directly affecting service recovery and demonstrates the relationship of those factors between service recovery and customer loyalty. Furthermore, it discusses immediate compensation, truthfulness, reaction and assurance as the important factors for service recovery. In addition, factors that affect service recovery were compared among three services - telecommunication, family restaurants, and retail banks. It was found that the influence of immediate compensation, truthfulness, reaction, and assurance is different for each service type. This study result shows that a different service recovery is required, depending on the service characteristics.
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