This study categorizes the different causes of service failures according to the services marketing mix that is seven Ps of services marketing. This is the only literature review that combined. Service recovery, customer recovery, process recovery, employee recovery, literature review, interdisciplinary research Type Literature review Purpose The keys to effective service recovery are familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and. This review aims to analyze literature related to service failure; firm's attempted service recovery; and effects of failure & recovery on consumer and employees. The study identifies important. Jul 01, · Abstract. The purpose of the paper is to provide an overview of available literature on causes of service failures. Last five years papers from leading journals addressing services marketing listed in emerald insights have been included in this study. This review has its focus on papers, which were specifically explored causes of service failures. Many papers explained the nature of service Author: Amir Ishaque, Muhammad Tufail, Muhammad Nauman Habib. Nov 02, · ABSTRACT. Service failures and recoveries have important implications for hospitality and tourism businesses, not only due to general service characteristics of inseparability, heterogeneity and perishability, but also due to the interactions between service employees and customers. This review paper shows that the study of service failures and recovery in hospitality and tourism has Cited by: A service failure can be defined as service performance or encounter that falls below a customer’s expectations, thus, leading to dissatisfaction (Zeithaml et al., ; Andreassen, ). Considering the complex nature of services, problems are likely to arise (caused by human or non-human factors) (Kau and Loh, ) that warrant the need for service recovery. This paper reviews existing literature on service failure in relation to travel and tourism and identifies the strategies that organisations can use to manage the outcomes of dissatisfying service experiences. Keywords: complaint handling, tourism, perceived justice, service failure, service recovery.
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