Service Failure and Recovery - Annotated Bibliography Example

ANNOTATED BIBLIOGRAPHY {Insert university’s name} {Insert instructor’s name} {Insert student’s name} September 9, 2012. ANNOTATED BIBLIOGRAPHY 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. Bejou & Palmer (1998) in their study explores the effects of service failures in regard to relationship breakdown in the context of 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 points out that in an attempt for service organizations to create an effective relationship with their customers. The authors further examines the relationship that exist between affective customer loyalty and service failure with an 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 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 – 233 This 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 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. One of the authors Dr Mark Colgate has conducted research in the field of service marketing and management as well as financial services marketing. During his career he has published a number of journals and his teaching is a reflection of his interest in research in service marketing, consulting methods, financial services marketing and marketing management. 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. Hedrick, Beverland & Minahan (2007) in their work examine various ways in which customers with distinct relational bonds are likely to respond top similar service failure. In their methodology, the authors use in-depth interviews with an aim of uncovering rich cognitive and emotional responses to service failure within an organization. In their findings Hedrick, Beverland & Minahan (2007) identifies three types of relationships; satisfaction as control, as love and as trust. The authors further indicate how the customers responded to the failures. This particular research illustrates the essential of customizing service recovery strategy. The paper is of great importance in the research field in that it is the first to examine how relational customers respond to service failures. Natalie Hedrick who is one of the authors is a lecturer at TNS Melbourne, Hawthon, Australia. On the other hand, Beverland Michael is a member of the marketing group at the University of Melbourne while Stella Minaham is a lecturer at the centre for leisure management research, Boweater School of business and law. 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. The article examines ways in which satisfaction with a service employee impacts of the overall satisfaction of a customer within a service organization as a result of service failure. Hess (1999) explores the existing dimensions of the attribution theory in highlighting the variables between employees’ satisfaction and how it impacts on customers incase of service failure. The author further explores the attribution theory by differentiating all the controllability attributions both at the organization and employee level. In his study, the author has used experimental role playing methodology with an aim of effectively attesting the conceptual model. Hess (1999) further adds that the reactions of customers to employees’ behavior and actions impact on the ways customers evaluate an organization. In 2001, the author Ronald L. Hess became a member of the William and Mary school of business. He earned his PHD from Virginia tech. he has taught at university of Central Florida. He has vast experience in negotiation, customer satisfaction and service quality an aspect that has provided him with insights in academic research which entails customer response to product and service failure. He has published his works in Journal of Retailing, Organizational Behavior and Human Decision Processes, Journal of Service Marketing, Journal of the Academy of Marketing Science, and Marketing Letters. 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. According to Jean Harrison-Walker (2012) it is challenging to totally avoid failures in service transactions. This article explores the role of emotions that are experienced by consumers due to service failure. The paper further highlights the effects of the consumers’ emotions on their behavioral outcome. In his work Jean Harrison-Walker (2012) the works of Zeelenburg, Pieters and Wetzer on emotions and refers to previous literature whereby he links emotions to behavioral outcome as well as attributions to emotions. In the study Jean Harrison-Walker (2012) finds out that in circumstances of service failure, customers are likely to experience a number of negative emotions which depend on their perception on the reasons for the service failure. The author further adds that behavioral outcomes which are linked to service recovery hence directly rely on not only the customers’ negative emotion but also of the customer’s perception of the real cause. The author L. Jean Harrison-Walker is an assistant professor of marketing at the University of Houston-clear Lake. 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. Lee & Park (2010) in their work identifies the various types of service failure in a scenario that has a double deviation using the context of online retailing. Using a critical incident technique as the methodology Lee & Park (2010) in their study illustrates distinctive sets of service failure in two different stages of service failure in regard to online retailing. According to the authors, in comparison with procedural and distributive justice perceptions though still dominant, service failure and in particular in the recovery failure stage comprise of emotional and interpersonal issues that emerge from customer-company interactions an aspect that threatens interpersonal justice perceptions. The works of Lee & Park (2010) are essential as they contribute to broadening research in understanding the various dimensions of customers’ dissatisfactions as a result of service failure. Eun-Jung Lee is a lecturer at kent state university, USA while Jungkun Park is based at Purdue University. 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. Lewis & Clacher (2001) on their study focuses on the perspective of the customer contact –employees on the aspect of service recovery and service failure. In collecting the required data Lewis & Clacher (2001) use critical incident methodology. In their study, the authors provide a vivid description of service failure as well as subsequent service recovery both dissatisfactory and satisfactory. The aforementioned are further categorized in form of how employees respond to service delivery failure and employee response to customer requests and needs among other aspects. Lewis & Clacher (2001) found out that there is diversity of service failures as well as recovery actions. However, it is essential for organizations to adopt and manage service delivery systems through empowerment, team building activities and effective employee training. Barbara R. Lewis who is one of the authors is a professor of marketing at the Manchester school of management. Emma Clacher is also a professor at the Manchester school of management. 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. Magnini, & Ford (2004) using the hotel industry as their case of study point out that service failure delivery is a major determinant of customers loyalty and satisfaction. Therefore it is essential for organizations to adopt service recovery training programs. In their study, the authors points out five areas that need to be addressed within the service recovery training programs so that employees are in a position to effectively handle the situation. The areas identified include: emotional responses, information processing, employee empowerment as well as the correlation between service failure recovery efforts and employee satisfaction. Vincent, P. Magnini is an assistant professor of marketing and he is based at the college of business and economics, Longwood University, Virginia. On the other hand, the co-author John B. Ford is based at the college of business and public administration where he is a professor of marketing and international business. Marshall, F. (n.p) Fixing Healthcare Service Failures .Retrieved from http://www.ache.org/pubs/pdf_excerpts/Fottler%20Excerpt.pdf on September 8th, 2012. The article explores various ways of eliminating service in the healthcare sector. According to Marshall (n.p), customers expect to get quality services and timely delivery due to the fact that they do pay for them. Mashall (n.p) further adds that service failure and customer dissatisfaction may result into reduction of customer base as the affected customer is likely to complain to existing and even potential customers. However, it is essential for organizations to be aware of the fact that service failures are inevitable in every organization. Therefore, it is important for them to plan, to identify and aim at preventing all forms of service failures. Marshall (n.p) adds that customers are more tolerant for any form of poor service and not poor service delivery. Nonetheless, the aspect of organizations learning from the service failures is more important rather just the management rectifying the problem. The author Marshall Field is a renowned investment banker and publisher. He is the founder of Chicago sun-times and parade. He has written a number of articles and journals in the service industry sector which he has highlighted ways of preventing and rectifying service failure within an organization and how to handle customers incase of one. 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. Nikbin, Ismail, Marimuthu, & Abu-Jarad (2011) in their study explore the effects of firm reputation on the responses of customers regarding service failure as well as the role of failure attributions. According to the article, regardless of how an organization is in service delivery, service failure is inevitable. The authors further examine the contemporary marketing field whereby they argue that failure attributions entail controllability and stability. The study further explores if customers seek explanations incase of service failure and the necessity of the organizations providing explanation on a timely manner. The study by Nikbin, Ismail, Marimuthu, & Abu-Jarad (2011) hence seeks to fill the existing gaps by investigating the impacts of firm reputation on the behavioral intentions of the customers. Davoud Nikbin who is one of the authors of the article is a Phd student while Malliga Marimuthu and Ishak Ismail are all lecturers at saints Malaysia University. Seungoog, W., Sharon E. B., Michael A. J. (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. This study investigates the role played by service failure severity and the influence it has on an organization. Seungoog, Sharon, Michael (2004) in their study found out that service failure severity has great consequence on commitment, trust, negative word of mouth and satisfaction. The authors focus on the main as well as the interactive impacts of service failure severity in addition to the perceptions of distributive and interactive justice on customers’ satisfaction with service recovery within a given organization. This study is of importance in that it is helpful to both managers and researchers in having a better understanding and managing service recovery process in an organization. Michael A. Jones who is one of the authors is an assistant professor of marketing and he is based at College of Business Administration University of Tennessee at Chattanooga. On the other hand, Sharon E, Beatty is a professor of marketing, university of Alabama and a Reese Phifer Fellow. Seunoog Weun is based at Dong-A university. 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. In this study sparks (n.p) examines the role of accounts or explanations in mitigating the effects of service failure on the satisfaction of customer as well as loyalty in the context of hospitality. In the study Sparks (n.p) uses between-groups experimental designs and applies it in different scenarios. In the study, Sparks (n.p) found out that high percentage of referential explanations was linked with high levels of loyalty and satisfaction than mere justifications. Furthermore, like in most service industries, service failure is inevitable and hence need for mitigation. However, there are also ways of handling service failure incidences and one of them is providing an explanation to the aggrieved customers. The author Beverley sparks is a professor at Griffith business school. She has a research experience in the filed of consumer behavior, food and wine tourism, service marketing in the hospitality field, deriving value from service products and customer satisfaction, service failure and recovery among other areas. 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. Read More