Assessing customers¿ perception regarding service failure and recovery - Memarbashi, Shahryar
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Identifying causes of service failure will help managers to understand the routes through which service quality can be affected. The problem of service failure is further compounded by the fact that there is an increased competition in most service industries. Therefore exploring the customers and the service providers encounters leading to service failures becomes very important issues to reduce the dissonance in customers. As service failure is inevitable in the service industry, service recovery is an important way to prevent customers from switching to another competitor and negative word of mouth and also decrease associated costs.…mehr

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Produktbeschreibung
Identifying causes of service failure will help managers to understand the routes through which service quality can be affected. The problem of service failure is further compounded by the fact that there is an increased competition in most service industries. Therefore exploring the customers and the service providers encounters leading to service failures becomes very important issues to reduce the dissonance in customers. As service failure is inevitable in the service industry, service recovery is an important way to prevent customers from switching to another competitor and negative word of mouth and also decrease associated costs.
Autorenporträt
Shahryar Memarbashi holds a MSc in Tourism and Hospitality Management from Eastern Mediterranean University. Also, he holds a BA degree in Hotel and Hospitality Management from University of Strathclyde, Scotland. He has an excellent practical knowledge in restaurant industry as he has worked for 8 years in this field.