Chapter
PART 1 Understanding Service Failures and Recovery
PART 2 Understanding Emotions in Service Encounters, Service Failures and Recovery
PART 3 The Influence of Technology, Systems and People
PART 4 Training for Service Failures and Recovery
2 Understanding and Dealing with Service Failures in Tourism and Hospitality
2.2 Service Failures in Tourism and Hospitality
2.3 Service Failures and Service Characteristics
2.3.3 Heterogeneity/variability
2.4 Types of Service Failures in the Hospitality Industry
2.4.1 Service product failures
2.4.2 Failure to meet explicit or implicit customer requests
2.4.3 Failures caused by employee actions and inactions
2.4.4 Failures caused by other customers, random events or circumstances beyond the control of the organization
2.4.5 Other types of service failures
2.5 Customers’ Responses to Service Failures in Hospitality Settings
2.6 Most Common Mistakes When Dealing with Service Failures in Hospitality Settings
2.6.1 Not listening to customers’ concerns
2.6.2 Not taking customer concerns or complaints seriously
2.6.3 Doing nothing about service failures
2.6.4 Not realizing the urgency of resolving a complaint or service failure as quickly as possible
2.6.5 Resolving the specific customer complaint, but not taking any measures to ensure it will not happen again
2.6.6 Refusing to receive customer complaints
2.6.7 Inability to identify the most appropriate way to respond to a customer complaint and how to properly handle it
2.6.8 Inability to identify the most appropriate recovery strategy to follow
2.6.9 Avoiding responsibility and shifting blame
2.7 Evaluating the Severity of the Situation
2.7.1 Service failures are inevitable
2.7.2 Service failures are healthy
2.7.3 Service failures are opportunities
2.7.4 Service failures can be used as a marketing tool
2.7.5 Service failures are advertising
2.8 Service Recovery Strategies
3 Service Failures and Recovery: Theories and Models
3.2 Expectancy Disconfirmation Paradigm
3.3.1 Distributive justice
3.3.3 Interactional justice
3.3.4 Third-party justice
3.4 Cultural Models Approach to Service Recovery
3.4.1 Relational cultural model
3.4.2 Utilitarian cultural model
3.4.3 Oppositional cultural model
3.5 Service Recovery Paradox
3.5.2 Prior failure experience
3.5.3 Number of previous failures with the firm
3.5.4 Stability attribution
3.5.5 Controllability attribution
3.6.1 Role and script theory
3.7 Social Learning Theory
3.7.1 Social learning theory and customer complaints
3.7.2 Social learning theory and opportunistic customers
4 Emotions and Emotional Abilities in Service Failures and Recovery
4.3 Measurement of Emotions
4.4 Emotional Abilities: Emotional Intelligence and Emotional Labour
4.4.1 Emotional intelligence
5 Memorable Service Experiences: A Service Failure and Recovery Perspective
5.2 Memorable Nature of Service Failure
5.3 Significant Influence of Memory on Consumer Behaviour
5.4 Factors Contributing to Memorability of Service Failure
5.4.1 Intensity of negative emotion
5.4.2 Frequency of occurrence
5.5 Importance of Provision of Service Recovery
5.6 Memory Bias: Fading Affect Bias
6 Customer Attribution in Service Failures and Recovery
6.2.1 Causal dimensions of attribution
6.2.2 Factors affecting customer attribution in response to service failure
6.3 Outcomes of Service Failure and Customer Attribution
6.3.1 Service recovery actions
6.3.2 Customer emotions and behavioural intentions
Perceived quality and customer satisfaction
6.4 Discussion and Conclusions
7 Technology, Customer Satisfaction and Service Excellence
7.3 Technology and Satisfaction
7.4 Customer Relationships in Social Media and Technology
7.4.1 Brand image through social media and technology
7.4.2 Posting experiences and searching for information
7.4.3 Social media satisfaction and dissatisfaction
7.5 Managing Service Recoveries in Social Media
7.6 Impact of Technology Use on Service Employees
7.7 Newly Emerging Issues in Technology
7.7.1 New technology examples
7.7.2 Smart tourism and internet of things
8 Self-Service Technologies: Service Failures and Recovery
8.2 Self-Service Technologies in a Tourism Context
8.2.1 Definition of self-service technologies
8.2.2 Classifications of self-service technologies
8.2.3 Benefits and drawbacks of self-service technologies
8.3 Self-Service Technology Failure
8.3.1 Self-service technology failure types
8.4 Self-Service Technology Recovery
8.4.1 Customer participation in self-service technology recovery
8.4.2 Effectiveness of self-service technology recovery
8.5 Conclusions and Directions for Further Research
9 The Influence of Other Customers in Service Failure and Recovery
9.2 Other Customers in Service Settings
9.3 Other Customer Service Failure
9.3.1 Other customer service failure types of incidents
9.3.2 Other customer service failure contexts
9.3.3 Consequences of other customer service failure
9.4 Characteristics of Other Customers
9.5 Attributions of Other Customer Service Failure
9.6.1 Compatibility management
9.6.2 Recovery by communication with other customer
9.6.3 Recovery by communicating with focal customer
9.7 Observing Service Recovery Aimed at Other Customers
10 Emotional Contagion and the Influence of Groups on Service Failures and Recovery
10.2 Development of Group Consumption in Tourism and Hospitality Industry
10.3 Group Service Interaction
10.3.1 Group service failure
10.3.2 Factors affecting perception of group service failure
10.4 Emotional Contagion in Group Service
10.4.1 Role of emotions in consumption
10.4.2 Emotional contagion
10.4.3 Role of emotional contagion in group service failure
10.4.4 Employee to customer emotional contagion
10.4.5 Customer-to-customer emotional contagion
11 Staff Training for Service Failures and Recovery
11.2 Importance of Trained Staff for Efficient Service Recovery
11.3 Training Practices for Effective Service Recovery
11.4 Training Practices to Influence Customer Attribution
11.4.1 Justice perception and service failure types
11.5 Training Practices for Service Recovery Process
11.5.1 Training practices for employee recovery
Employee response to service delivery failure
Employee response to customer needs and requests
Unprompted employee actions
Problematic customer behaviour
11.5.2 Training practices for process recovery
Determination of performance standards
Understanding the importance of service recovery
Simplifying the complaints mechanism
Utilizing call centre and technological support
11.5.3 Training practices for customer recovery
12 The Role of Empowerment, Internal Communication, Waiting Time and Speed in Service Recovery
12.2 Employee Empowerment and Service Recovery
12.3 Internal Communication and Service Recovery
12.4.3 Attribution theory
12.5 Speed of Service Recovery
13 Cross-Cultural Aspects of Service Failures and Recovery
13.1 Introduction: Social Interaction and Exchange in Services
13.2 Culture and Social Interactions
13.3 The Relationship Between Cultural Dimensions and Service Encounters
13.3.1 Research findings relating to power distance
13.3.2 Research findings relating to individualism and collectivism
13.3.3 Research findings relating to risk aversion
13.3.4 Research findings relating to masculinity and femininity
13.4 Long-Term Orientation and Indulgence–Restraint Dimensions
13.4.1 Long-term orientation
13.4.2 Indulgence and restraint dimension
13.5 Intercultural Sensitivity
14 Disappointment in Tourism and Hospitality: the Influence of Films on Destinations
14.2 Service Failures and Communication Gaps
14.2.1 Causes and sources of disappointment in tourism
14.2.2 External and internal sources of emotions
14.2.3 Negative word-of-mouth
14.3 Films as Sources of Disappointment in Destinations
14.3.1 Definition of film-induced tourism
14.3.2 Film topics to increase desire to visit a destination
14.4 Disappointment Caused by Service Failures
Service Failures and Recovery in Tourism and Hospitality
：A Practical Manual
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