Critical incidents: Service failures that matter most

Cornell Hotel and Restaurant Administration Quarterly

Volumn 39, Issue 3, 1998, Pages 66-71

  Chung, Beth ^a   Hoffman, K Douglas ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0032089335     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1177/001088049803900313     Document Type: Article

References (12)

1. 1 S.W. Kelley, K.D. Hoffman, and M.A. Davis, "A Typology of Retail Failures and Recoveries," Journal of Retailing, Vol. 69 (1993), pp. 429-452.
2. 2 F.F. Reichheld and W.E. Sasser, Jr., "Zero Defections: Quality Comes to Services," Harvard Business Review, Vol.68 (1990), pp. 105-111.
3. 3 Ibid.
4. 4 S.M. Keaveney,"Customer Switching Behavior in Service Industries: An Exploratory Study," Journal of Marketing, Vol. 59 (1995), pp. 71-82.
5. 5 T. Vavra,"Learning from Your Losses," Brandsweek, Vol. 33, No. 20 (1992), p. 2.
6. 6 J.C. Flanagan,"The Critical-Incident Technique," Psychological Bulletin, Vol. 51 (1954), pp. 327-358.
7. 7 D. Bejou, B. Edvardsson, and J.P. Kakowski, "A Critical-Incident Approach to Examining the Effects of Service Failures on Customer Relationships: The Case of Swedish and U.S. Airlines," Journal of Travel Research, Summer 1996, pp. 35-40.
8. 8 M.J. Bitner, B.H. Booms, and M.S. Tetreault, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing, Vol. 54 (1990), pp. 71-84.
9. 9 Nicolas M. Kiefer and Thomas J. Kelly, "Price Recollection and Perceived Value in Restaurants," Cornell Hotel and Restaurant Administration Quarterly, Vol. 36, No. 1 (February 1996), pp. 47-50.
10. 10 B. Schneider and D.E. Bowen, Winning the Service Game (Boston: Harvard Business School Press, 1995).
11. 11 T.W. Firnstahl, "My Employees Are My Service Guarantee," Harvard Business Review, July-August 1989, pp. 28-32. See also: Timothy W. Firnstahl, "Letting Go," Cornell Hotel and Restaurant Administration Quarterly, Vol. 27, No. 3 (November 1986), pp. 16-19.
12. 11 T.W. Firnstahl, "My Employees Are My Service Guarantee," Harvard Business Review, July-August 1989, pp. 28-32. See also: Timothy W. Firnstahl, "Letting Go," Cornell Hotel and Restaurant Administration Quarterly, Vol. 27, No. 3 (November 1986), pp. 16-19.