Firms must sustain customer satisfaction and loyalty to maintain a competitive

Firms must sustain customer satisfaction and loyalty

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Firms must sustain customer satisfaction and loyalty to maintain a competitive advantage 3. To gain the competitive edge firms must systematically identify and manage factors that influence their service delivery system 4. Customer satisfaction depends a lot on a customer personal perceptions and expectations
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Summary The service experience in its entirety: 1. Pre purchase communication (guarantee) 2. Service delivery (empowerment) 3. Post purchase relationship (recover)
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References Hogan, J., Lemon, K., and Barak, L. (2003). What is the true value of a lost customer? Journal of Service Research, 5(3), 196-209. Kandampully, J. (2001). Sendee guarantee: An organization’s blueprint for assisting the delivery of superior service. In Kandampully, J., Mok, C., and Sparks, B. (eds), Service Quality Management in Hospitality Tourism and Leisure. Binghampton, NY: Haworth Press, p. 239-253. Kim, T., Yoo, J. J-E., and Lee, G. (2012). Post- recovery customer relationships and customer partnerships in a restaurant setting. International Journal of Contemporary Hospitality Management, 24(3), 381-401. Levy, S. E., Duan, W., and Boo, S. (2013). An analysis of one-star online reviews and responses in the Washington, D.C., lodging market. Cornell Hospitality Quarterly, 54(1), 49-63.
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References Lewis, B. R., and McCann, P. (2004). Service failure and recovery: Evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 16(1); 6-17. Namkung, Y. and Jang, S. (2010). Service failures in restaurants: Which stage of service failure is most critical? Cornell Hospitality Quarterly, 51(3), 323-343. Susskind, A., and Viccari, A. (2011). A look at the relationship between service failures, guest satisfaction, and repeat-patronage intentions of casual dining guests. Cornell Hospitality Quarterly, 52(4), 438-444. Wirtz, J., Kum, D„ and Lee, K. S. (2000). Should a firm with a reputation for outstanding service quality offer a service guarantee? Journal of Services Marketing, 14(6), 502- 512.
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  • Winter '17
  • Lucy Ha
  • service provider, Service system, Journal of Service Research

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