Tracking service failures and employee recovery efforts

Article Abstract:

A critical incident technique is used to evaluate service failures and recovery strategies in service industries. Results show that for the 11 failure categories considered, average failure ratings went beyond the midpoint of a 10 point failure rating scale. Failures with the lowest recovery ratings were facility problems and inappropriate employee behavior while recovery strategies that provided some kind of compensation such as free food or discounts received the highest ratings.

Service Industries, Research, Services industry

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Franchise relocation and sport introduction: a sports marketing case study of the Carolina Hurricanes' fan adoption plan

Article Abstract:

Marketing plays an integral role in both creating a fan base for newly relocated sports franchises and in establishing acceptance of an unfamiliar sport in a new geographic area.

Sports Teams and Clubs, Sports clubs, managers, & promoters, Professional Sports, Marketing, Beliefs, opinions and attitudes, Sports franchises, Sports spectators, Hockey teams, Carolina Hurricanes

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Typologies of e-commerce retail failures and recovery strategies

Article Abstract:

The reasons behind the service failures of e-commerce firms are examined.

Marketing procedures, Computer and Data Processing Services, Analysis, Computer services industry, Information technology services industry, Support services, Customer relations

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