Non-internet self-service technology failures and recoveries: comparing China with the United States

This study compares the non-internet self-service technology failures and the associated recovery strategies used to retain dissatisfied customers in China and the United States. Data are collected by the critical incident technique, through structured, open-ended questionnaires. Totally, 555 incide...

Full description

Saved in:
Bibliographic Details
Published in:Service business 2013-09, Vol.7 (3), p.399-417
Main Author: Liu, Shunzhong
Format: Article
Language:English
Subjects:
Business and Management
Consumers
Cultural differences
Culture
Customer satisfaction
Customer services
Empirical Article
Failure
Human Resource Management
Internet
Kiosks
Management
Retail stores
Self service
Services
Studies
Technology
Citations: Items that this one cites
Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:This study compares the non-internet self-service technology failures and the associated recovery strategies used to retain dissatisfied customers in China and the United States. Data are collected by the critical incident technique, through structured, open-ended questionnaires. Totally, 555 incidents are collected and classified. The failures and recovery strategies are traced and analyzed to understand the discrepancy in failure rating, satisfaction of recovery strategy, and repurchasing between China and the United States. For failure rating, satisfaction, and loyalty, there are larger discrepancies between China and the United States. The two countries have exactly the same service failure typology, but failure frequency and its rating magnify the significant differences between the two countries. For recovery strategies, discount and correction do not occur in the Chinese non-internet SST setting, but remained recovery strategies are quite similar between the two countries.
ISSN:1862-8516
1862-8508
DOI:10.1007/s11628-012-0168-4