The Art of Service Recovery: an Analysis of the Psychological Approach vis-à-vis the Organic Approach on Relationship Dissolution

다국어 초록 (Multilingual Abstract)

  This study delves deeper into the possibilities of service personnel"s intrinsic elements influence customer"s recovery satisfaction as psychological instruments for identifying latent profiles to service marketing stimuli in the context of service failure. Specifically, the application of service personnel"s psychological approach is extended by considering the inclusion of variables emphasizing the customer-contact employee"s attitude of mind in severe service failure. This study also sheds light on the HRM strategies that have been adopted in service recovery to amplify service providers" performance levels.<BR>  In addition, most of current service recovery studies focus on the relationship between satisfaction and other constructs, such as loyalty and service quality. Yet, there is a paucity of research addressing the factors that lead to a customer building long-term relationship. Consequently, very little is known about relationship dissolution between recovery satisfaction and psychological variables.

목차 (Table of Contents)

• 〈Abstract〉
  Ⅰ. Introduction
  Ⅱ. Theoretical Background
  References