NDLI: Emotional and Satisfactory Research of Grouping Consumers in Service Recovery Process

Content Provider	IEEE Xplore Digital Library
Author	Ying Sun Jiangang Du
Copyright Year	2010
Abstract	The industrial service failure is sometimes inevitable and the effective way to re-win customers is through a successful service recovery. Compared with the individual service failure, the group service failure is more complex, thus the loss brought to the service enterprises is more serious. Meanwhile, the implementation of a reasonable remediation strategy and the restoration of community satisfaction will become more difficult. In this article, the service recovery model based on the grouping service failure was established. The proposed model conducts four kinds of experimental designs according to the attribution of responsibility in a service failure. By using the scenario simulation method, the 434 valid questionnaires were analyzed by using the SPSS method and the influence of symbolic compensation and leader persuasion to the recovery satisfactory degree is investigated. The experiment verifies that there is a great influence of symbolic compensation and persuasion to the emotion and satisfaction degree of grouping consumers. It is also proved that the positive emotion after recovery is in positive correlation with the group satisfaction and behavior; the negative emotion after recovery is in negative correlation with the group satisfaction and behavior.
Starting Page	1
Ending Page	6
File Size	261229
Page Count	6
File Format	PDF
ISBN	9781424453252
DOI	10.1109/ICMSS.2010.5576610
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-08-24
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Analytical models Consumer behavior Fitting Linear regression Lead Reliability Construction industry
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in