Essays on Service Failure and Recovery Annotated Bibliography

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The paper “ Service Failure and Recovery” is a forceful example of the annotated bibliography on human resources. Bejou & Palmer (1998) in their study explores the effects of service failures in regard to relationship breakdown in the context of the seller-buyer relationship lifecycle. Bejou & Palmer (1998) in their study highlights the fact that the consequences of service failure on any particular consumer are dependent on the duration of the existing relationship between the buyer and the seller. Within the aforementioned framework, the authors focus on the role of commitment and trust which are essential in the growth stages of a relationship. The authors further point out that in an attempt for service organizations to create an effective relationship with their customers.

The authors further examine the relationship that exists between affective customer loyalty and service failure with the aim of highlighting how marketing strategy can be used to minimize service failure within an organization. The paper is written by credible authors. David Bejou is based at the Division of Business Administration, Texas A & M University while Adrian Palmer is a professor of tourism marketing, Magee College, University of Ulster. Colgate. M & Norris.

M. (2001), "Developing a comprehensive picture of service failure", International Journal of Service Industry Management, Vol. 12 Iss: 3 pp. 215 – 233This paper highlights all the potential outcomes as a result of service failure. The results used are obtained by interviewing banking customers who have experienced service failure. According to Colgate (2001) points out that service failure recovery is one of the ways in which customers can decide to stay or exit an organization as a result of service failure.

However, factors such as loyalty and barriers to exit are just evident and common in the decision making process. Colgate & Norris (2001) add that a customer is likely to stay within the organization if they are satisfied with the service recovery process. Hence, it is essential for service providers to ensure that effective service recovery processes are in place.

References

Bejou, D. & Palmer, A. (1998),"Service failure and loyalty: an exploratory empirical study of airline customers", Journal of Services Marketing, Vol. 12 Iss: 1 pp. 7 – 22.

Colgate.M & Norris. M. (2001),"Developing a comprehensive picture of service failure",

International Journal of Service Industry Management, Vol. 12 Iss: 3 pp. 215 – 233

Hedrick. N, Beverland. M,& Minahan. S. (2007),"An exploration of relational customers' response to service failure", Journal of Services Marketing, Vol. 21 Iss: 1 pp. 64 – 72.

Hess, R.L. (1999). The Effects of Employee-Initiated Peripheral Service Failureson Customers’ Satisfaction with the Service Organization. (n.p) Blacksburg, Virginia.

International Journal of Service Industry Management, Vol. 12 Iss: 3 pp. 215 – 233.

Jean Harrison-Walker. L. (2012),"The role of cause and affect in service failure", Journal of Services Marketing, Vol. 26 Iss: 2 pp. 115 – 123.

Lee, E. & Park, J. (2010),"Service failures in online double deviation scenarios: justice theory approach", Managing Service Quality, Vol. 20 Iss: 1 pp. 46 – 69.

Lewis.B.R, & Clacher.E. (2001),"Service failure and recovery in UK theme parks: the employees' perspective", International Journal of Contemporary Hospitality Management, Vol. 13 Iss: 4 pp. 166 – 175.

Magnini,V.P & Ford,J.B (2004),"Service failure recovery in China", International Journal of Contemporary Hospitality Management, Vol. 16 Iss: 5 pp. 279 – 286.

Marshall, F. (n.p) Fixing Healthcare Service Failures .Retrieved from http://www.ache.org/pubs/pdf_excerpts/Fottler%20Excerpt.pdf on September 8th, 2012.

Nikbin, D. Ismail.I, Marimuthu. M., & Abu-Jarad. I (2011),"The impact of firm reputation on customers' responses to service failure: the role of failure attributions", Business Strategy Series, Vol. 12 Iss:1 pp. 19 – 29.

Seungoog Weun, Sharon E. Beatty, Michael A. Jones, (2004),"The impact of service failure severity on service recovery evaluations andpost-recovery relationships", Journal of Services Marketing, Vol. 18 Iss: 2 pp. 133 – 146.

Sparks, B. (n.p) Providing an explanation for service failure: context, content and customer responses. Griffith University: Service Industry Research Centre and Department of Tourism, Leisure, Hospitality and Sport Management.

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