The doer effect of failure and recovery in multi-agent cases: service supply chain perspective

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YILDIRIM C., Oflac B. S., Yurt O.

JOURNAL OF SERVICE THEORY AND PRACTICE, cilt.28, sa.3, ss.274-297, 2018 (SSCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 28 Sayı: 3
  • Basım Tarihi: 2018
  • Doi Numarası: 10.1108/jstp-05-2016-0094
  • Dergi Adı: JOURNAL OF SERVICE THEORY AND PRACTICE
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
  • Sayfa Sayıları: ss.274-297
  • Anahtar Kelimeler: Service failure, Service recovery, Agency theory, Equity theory, Tourism service supply chain, AGENCY-THEORY, CUSTOMER SATISFACTION, PERCEIVED JUSTICE, MODERATING ROLE, ENCOUNTERS, IMPACT, PERCEPTIONS, RESPONSES, BEHAVIOR, LOYALTY
  • Dokuz Eylül Üniversitesi Adresli: Evet

Özet

Purpose The purpose of this paper is to explore the doer effect of service failure (SF), good prior experience (GPE) and recovery on overall customer satisfaction and repurchase intentions for multi-agents in tourism service supply chain (TSSC). It specifically focuses on internal and external failure and recovery.