Firms must sustain customer satisfaction and loyalty

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

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: 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.

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.