A Research on Service Failure and Culture's Impact on Service Recovery Effectiveness

@article{Wang2009ARO,
  title={A Research on Service Failure and Culture's Impact on Service Recovery Effectiveness},
  author={Wenchao Wang},
  journal={2009 International Conference on Management and Service Science},
  year={2009},
  pages={1-4}
}
  • Wenchao Wang
  • Published 2009 in
    2009 International Conference on Management and…
Service recovery is an important topic in the field of service quality management, it is also one of the hotspots that scholars focusing on. From the existing research, we found service failure seriousness and culture’s impact on service recovery effectiveness is still worthy of further researching. The paper adopted experiment, ANOVA to explore service… CONTINUE READING