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| Content Provider | IEEE Xplore Digital Library |
|---|---|
| Author | Xiang Zhang Jun Chen Jin Huang Huimin Wang Yunhai Wang Guoxin Wang |
| Copyright Year | 2009 |
| Description | Author affiliation: School of Management and Economics, Beijing Institute of Technology, China, 100081 (Xiang Zhang) || Department of Industrial Engineering, Beijing Institute of Technology, China, 100081 (Guoxin Wang) |
| Abstract | The planned failure and recovery is largely overlooked in the traditional service recovery literature. The purpose of this study is to establish a process-by-outcome framework suitable to gain the understanding of the impacts of critical factors on customers' satisfaction in the planned failure. These are achieved by proposing a theoretical classification framework using the content analysis method based on the data collected in the Chinese aviation industry. As contributions, this study firstly defines the planned failure and distinguished the concept from the traditional service recovery. Secondly, this study presents a classification system of the critical incidents accounting for the recovery process, outcome and customer consequential behaviors. The proposed framework helps link the critical incidents of company to customer's satisfaction and the consequential behaviors of customer. |
| Starting Page | 1307 |
| Ending Page | 1311 |
| File Size | 656008 |
| Page Count | 5 |
| File Format | |
| ISBN | 9781424448692 |
| DOI | 10.1109/IEEM.2009.5373020 |
| Language | English |
| Publisher | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Publisher Date | 2009-12-08 |
| Publisher Place | China |
| Access Restriction | Subscribed |
| Rights Holder | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Subject Keyword | Uncertainty Technology management Engineering management service recovery Customer satisfaction Failure analysis Production Industrial engineering critical incident technique planned failure Airline overbooking |
| Content Type | Text |
| Resource Type | Article |
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