Firms must sustain customer satisfactionand loyalty to maintain a competitiveadvantage3.To gain the competitive edge firms mustsystematically identify and manage factorsthat influence their service delivery system4.Customer satisfaction depends a lot on acustomer personal perceptions andexpectations
Summary•The service experience in its entirety:1.Pre purchase communication(guarantee)2.Service delivery (empowerment)3.Post purchase relationship (recover)
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: Anorganization’s blueprint for assisting thedelivery of superior service. In Kandampully,J., Mok, C., and Sparks, B. (eds), ServiceQuality Management in Hospitality Tourismand Leisure. Binghampton, NY: HaworthPress, p. 239-253.•Kim, T., Yoo, J. J-E., and Lee, G. (2012). Post-recovery customer relationships and customerpartnerships in a restaurant setting.International Journal of ContemporaryHospitality Management, 24(3), 381-401.•Levy, S. E., Duan, W., and Boo, S. (2013). Ananalysis of one-star online reviews andresponses in the Washington, D.C., lodgingmarket. Cornell Hospitality Quarterly, 54(1),49-63.
References•Lewis, B. R., and McCann, P. (2004). Servicefailure and recovery: Evidence from the hotelindustry. International Journal of ContemporaryHospitality Management, 16(1); 6-17.•Namkung, Y. and Jang, S. (2010). Servicefailures in restaurants: Which stage of servicefailure is most critical? Cornell HospitalityQuarterly, 51(3), 323-343.•Susskind, A., and Viccari, A. (2011). A look atthe relationship between service failures,guest satisfaction, and repeat-patronageintentions of casual dining guests. CornellHospitality Quarterly, 52(4), 438-444.•Wirtz, J., Kum, D„ and Lee, K. S. (2000).Should a firm with a reputation for outstandingservice quality offer a service guarantee?Journal of Services Marketing, 14(6), 502-512.
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service provider, Service system, Journal of Service Research