| Popis: |
Service recovery research has been conducted on the premise that service problems can be returned to theoriginal condition. This study, however, focused on irrecoverable service problems for the first time and classified them according to the types and sub-types. The specific wants of customers who experienced unrecoverable serviceproblems were identified by analyzing the customers’ emotion, behavior pattern, and the company’s responses. The results revealed three main types of problems and 2 categories in group 1, 6 categories in group 2, and 2 categoriesin group 3. In particular, damaged items and bodily harm were frequent problems, and bodily harm was recognized as the most severe failure. Regarding the customers’ emotion, the customers were so enraged at the audacity andthe company still showed many problems in terms of its response to the service failures. This study also suggestedthe analysis results of the customers’ behavior and company evaluation. Key Words : Irrecoverable service failure, Discomfort, Company response, Service recovery, Critical incident technique, Severity, Customer evaluation |
