Giữ uy tín với khách hàng khi không thể tránh lỗi dịch vụ: mô hình nghiên cứu từ cảm xúc đến hành vi

• Tác giả: Ngọc Thuý Phạm, Thị Thanh Thảo Võ
• Ngôn ngữ: vie
• Ký hiệu phân loại: 330 Economics
• Thông tin xuất bản: Phát triển kinh tế, 2013
• Mô tả vật lý: 38-48
• Bộ sưu tập: Metadata
• ID: 484177

Tóm tắt

To service companies, service failure management (including efforts to limit failures and perform service recovery) is very important. To provide better understanding of customers in this aspect, the paper examines their perception of service failure and recovery. The theoretical model is based on an emotion-to-behavior process. SEM is applied to a sample of 566 Ho Chi Minh city-based restaurant diners who have some experience of service recovery. The results show that a reasonable service recovery and appropriate attitudes from the staff after a service failure still satisfy customers who may recommend such services to others.