دانلود رایگان مقاله لاتین عناصر کیفیت بهبود خدمات در تصمیم رفتاری مسافر از سایت الزویر


عنوان فارسی مقاله:

بررسی اثرات عناصر کیفیت بهبود خدمات در تصمیم رفتاری مسافران

عنوان انگلیسی مقاله:

Investigating the effects of service recovery quality elements on passengers' behavioral intention


سال انتشار : 2016



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بخشی از مقاله انگلیسی:


2. Theoretical background 

2.1. Service failure and service recovery Service failure occurs when the quality of service does not meet the customers' expectations (Chahal and Devi, 2015). For most corporations, service failure is one of the biggest reasons that lead to customer attrition. If service failure is not addressed well, customer satisfaction falls, leading to negative word-of-mouth (Lin et al., 2011). Therefore, service failure affects customer expectations about service recovery and their response to service recovery. This suggests a requisite need for review on the degree of service failure (Bambauer-Sachse and Rabeson, 2015). Service recovery is the course of action by companies to compensate customers for a loss experienced by them due to service failure, and also indicates overall activities of service providers for restoring or relieving the damage imposed on customers for not being able to provide promised services (Johnston and Hewa, 1997). Service failure is inevitable according to the characteristics of the service, and if companies are unable to completely prevent service failures, companies should search for a solution that can efficiently cope with service failure (Blodgett et al., 1997). Jones and Sasser (1995) insisted that outstanding recovery programs are very important for complicated airline services that are comprised of many complex elements. Outstanding service recovery positively influences the overall evaluation of service experience, and apologies from service providers conveying sincerity, courtesy, attention, effort, and sympathy to customers who experienced service failure also improve overall evaluation on the service (Kelley and Davis, 1994).


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کلمات کلیدی:

Managing passenger behavioral intention: an integrated framework for ... link.springer.com/article/10.1007%2Fs11116-010-9306-9 Oct 7, 2010 - Furthermore, in order to capture the nature of service quality, we adopt a ... Passenger behavioral intention Service quality Satisfaction ... Investigating the effects of service recovery quality elements ... - دانشیاری daneshyari.com › ... › استراتژی و مدیریت استراتژیک Translate this page We investigate how the elements of restoring the quality of airline service influences passengers' behavioral intention. • Promptness was found to have a ... Investigating the effects of service recovery quality elements on ... https://www.researchgate.net/.../299416260_Investigating_the_effects_of_service_recov... Investigating the effects of service recovery quality elements on passengers' behavioral intention on ResearchGate, the professional network for scientists. Behavioral intentions of public transit passengers--The roles of service ... https://www.researchgate.net/.../227427412_Behavioral_intentions_of_public_transit_pa... public transit services in passenger behavioral intentions. By using passenger ... Specifically,. the roles of service attitudes (i.e. service quality, perceived value .... ment support pertains to elements such as bus schedules, service. periods, and ... Investigating the effects of service recovery quality elements on ... https://www.deepdyve.com/.../investigating-the-effects-of-service-recovery-quality-elem... Read "Investigating the effects of service recovery quality elements on passengers. [PDF]Airline Image and Service Quality Effects on Traveling Customers ... www.zu.edu.jo/MainFile/Profile_Dr_UploadFile/.../ResearchFile_4066_40_14.pdf by HS Khraim - ‎Cited by 7 - ‎Related articles airline service quality, passengers' behavioral intentions and satisfaction. .... image passengers have, the more likely negative elements about the airline will be. The Empirical Study of Public Transport Passengers' Behavioral - Ijtte ijtte.com/.../THE_EMPIRICAL_STUDY_OF_PUBLIC_TRANSPORT_PASSENGERS... This paper studies the public transport passengers' behavioral intentions in ... TQM Elements on quality management results, International Journal of Quality and ... Investigating the effects of service recovery quality elements ... - EconBiz https://www.econbiz.de/...quality-elements-on-passengers-behavioral-intention.../1001... Investigating the effects of service recovery quality elements on passengers' behavioral intention. Jin-Ju Park, Jin-Woo Park ...