This paper examines service failures in 3- to 5-star hotels in the Accra Metropolis in Ghana. The objectives of the research were to ascertain the categories of service failures commonly experienced by guests and asse...This paper examines service failures in 3- to 5-star hotels in the Accra Metropolis in Ghana. The objectives of the research were to ascertain the categories of service failures commonly experienced by guests and assess guests＇ level of dissatisfaction with the service failures. Descriptive survey design using critical incident questionnaires （CIQ） was used to collect data from a purposive sample of 174 guests who experienced service failures in ten 3- to 5-star hotels. The data were analyzed using SPSS. The most dominant service failures experienced by guests were service system failures, such as unavailable/irregular service and defective products, occurring mostly in the housekeeping departments. With the revelation of potential service failures experienced by guests and their effect on guests, this study offers suggestions to managers to revamp some policies to curtail some service failures and improve service delivery. This study contributes to the literature on service failure in the context of a developing country.展开更多
In recent years, service failure and recovery strategies have generated considerable interest among both researchers and marketers. The Internet environment has transformed the concepts of service failure and recovery...In recent years, service failure and recovery strategies have generated considerable interest among both researchers and marketers. The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in developing countries. To date, empirical studies have focused on service failures and recovery strategies in developed countries. This paper aims to provide some insights on the need for a context-specific development of recovery programmes and strategies suitable for developing countries.展开更多
As the society matures, customer requirements have become more varied. Services have been attracting increasing attention from industry and academic field as an effective mean to satisfy such varied customer requireme...As the society matures, customer requirements have become more varied. Services have been attracting increasing attention from industry and academic field as an effective mean to satisfy such varied customer requirements. In order to make a profit, it is important for companies to build and maintain long-term relationships with customers. Therefore, service providers should maintain their service quality and always satisfy their customers. To realize highly reliable product or services, in general, it is an effective approach to prevent failures from occurring in the use phase. Therefore, it is necessary that analysts identify the factors that could cause service failure and take appropriate measures against the target failure factor in advance. However, service failure factors are varied compared to physical products because service failures occur due to uncertainty elements such as human factors. In this study, we aim to enable service analysts to identify the critical failure factor from a number of failure factors. To achieve this, we identify complex failure factors and relationships among them from the viewpoint of the field where the service provided. This paper proposes a method for structuring the causal sequence between service failure factors by using a method of system modeling.展开更多
文摘This paper examines service failures in 3- to 5-star hotels in the Accra Metropolis in Ghana. The objectives of the research were to ascertain the categories of service failures commonly experienced by guests and assess guests＇ level of dissatisfaction with the service failures. Descriptive survey design using critical incident questionnaires （CIQ） was used to collect data from a purposive sample of 174 guests who experienced service failures in ten 3- to 5-star hotels. The data were analyzed using SPSS. The most dominant service failures experienced by guests were service system failures, such as unavailable/irregular service and defective products, occurring mostly in the housekeeping departments. With the revelation of potential service failures experienced by guests and their effect on guests, this study offers suggestions to managers to revamp some policies to curtail some service failures and improve service delivery. This study contributes to the literature on service failure in the context of a developing country.
文摘In recent years, service failure and recovery strategies have generated considerable interest among both researchers and marketers. The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in developing countries. To date, empirical studies have focused on service failures and recovery strategies in developed countries. This paper aims to provide some insights on the need for a context-specific development of recovery programmes and strategies suitable for developing countries.
文摘As the society matures, customer requirements have become more varied. Services have been attracting increasing attention from industry and academic field as an effective mean to satisfy such varied customer requirements. In order to make a profit, it is important for companies to build and maintain long-term relationships with customers. Therefore, service providers should maintain their service quality and always satisfy their customers. To realize highly reliable product or services, in general, it is an effective approach to prevent failures from occurring in the use phase. Therefore, it is necessary that analysts identify the factors that could cause service failure and take appropriate measures against the target failure factor in advance. However, service failure factors are varied compared to physical products because service failures occur due to uncertainty elements such as human factors. In this study, we aim to enable service analysts to identify the critical failure factor from a number of failure factors. To achieve this, we identify complex failure factors and relationships among them from the viewpoint of the field where the service provided. This paper proposes a method for structuring the causal sequence between service failure factors by using a method of system modeling.
