The Relationship Between Service Quality and Service Recovery Quality in Retail Stores Jung, Na Young 2018-10-19T06:13:20.000 2020-06-30T05:40:37Z 2020-06-30T05:40:37Z 2017-01-01
dc.description.abstract <p>As service has been emphasized as an important aspect of the current retail industry (Kandampully, 2012), researchers and marketers have recently been required to understand customer expectations for service quality and service recovery quality in the retail industry. Thus, the purpose of this study is to examine the relationship between service quality expectations (personal attention, tangibles, and reliability) and service recovery evaluations (distributive and interactional justice and positive and negative emotions) in the retail environment. The results of this study imply that service providers should carefully manage customers' service quality expectations to enhance the effects of service recovery in cases where customers encounter service failure. In particular, they need to pay attention to individual customers while managing their retail stores' visual appeal. In addition, once service providers fail, they need to carefully respond to customers' problems no matter what expectations customers have about service quality.</p>
dc.identifier archive/
dc.identifier.articleid 2348
dc.identifier.contextkey 11665089
dc.identifier.s3bucket isulib-bepress-aws-west
dc.identifier.submissionpath itaa_proceedings/2017/presentations/141
dc.relation.ispartofseries International Textile and Apparel Association (ITAA) Annual Conference Proceedings
dc.source.bitstream archive/|||Fri Jan 14 20:14:10 UTC 2022
dc.subject.disciplines Fashion Business
dc.subject.disciplines Fashion Design
dc.subject.disciplines Fiber, Textile, and Weaving Arts
dc.title The Relationship Between Service Quality and Service Recovery Quality in Retail Stores
dc.type event
dc.type.genre event
dspace.entity.type Publication
relation.isSeriesOfPublication 5d0f3f8c-2190-47b2-bb58-b59e2d1740d5
Original bundle
Now showing 1 - 1 of 1
116.67 KB
Adobe Portable Document Format