A cross-national comparison of consumer perceptions of service recovery

Journal of Travel and Tourism Marketing

Volumn 24, Issue 1, 2008, Pages 1-16

  Lee, Kyuho ^a   Khan, Mahmood A ^b   Ko, Jae Youn ^c  

^a WESTERN CAROLINA UNIVERSITY   (United States)

^b PAMPLIN COLLEGE OF BUSINESS   (United States)

^c Kyung Hee University   (South Korea)

Author keywords

Loyalty; Service failure; Service recovery; Word of mouth communication

Indexed keywords

EID: 67349228701     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1300/J073v24n01_01     Document Type: Article

References (50)

1. Becker, C. (2000) Service recovery strategies: The impact of cultural differences. Journal of Hospitality & Tourism Research, 24:4, pp. 524-538.
2. Becker, C., Murrmann, S. K., Murrmann, K. F. and Cheung, G. W. (1999) A pan-cultural study of restaurant service expectations in the United States and Hong Kong. Journal of Hospitality & Tourism Research, 23:4, pp. 235-255.
3. Bitner, M. J., Booms, B. H. and Tetreault, M. S. (1990) The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54:1, pp. 71-84.
4. Cheung, G. W., Murrmann, K. F., Murrmann, S. K. and Becker, C. (2004) Noninvariant measurement versus traditional approaches for studying cultural differences: A case of service expectations. Journal of Hospitality and Tourism Research, 28:4, pp. 375-390.
5. Chung, B. and Hoffman, K. D. (1998) Critical incidents. Cornell Hotel and Restaurant Administration Quarterly, 39:3, pp. 66-71.
6. Chung, T. Z. (1991) Culture: A key to management communication between the Asian-Pacific area and Europe. European Management Journal, 9:4, pp. 419-424.
7. Davis, J. C. (1998) The role of brand equity in service failure and recovery: An information processing perspective, University of Kentucky, Lexington
8. De Mooij, M. (1998) Global marketing and advertising: Understanding cultural paradoxes, Sage, Thousand Oaks, CA
9. Donthu, N. and Yoo, B. (1998) Cultural influence on service quality expectations. Journal of Service Research, 1:2, pp. 178-186.
10. Duecy, E. (2006) NPD: Dinners look for menu variety, 'buzz' in full-service eateries. Nation's Restaurant News, 40:4, p. 14.
11. Eccles, G. and Durand, P. (1998) Complaining customers, service recovery and continuous improvement. Managing Service Quality, 8:1, pp. 68-71.
12. Fields, G. (2000) Leverage Japan, Jossey-Bass, California
13. Furrer, O., Liu, B. S. and Sudharshan, D. (2000) The relationships between culture and service quality perceptions. Journal of Service Research, 2:4, pp. 355-371.
14. Gilly, M. C., Stevenson, W. B. and Yale, L. J. (1991) Dynamics of complaint management in the service organization. The Journal of Consumer Affairs, 25:2, pp. 295-322.
15. Hall, E. and Hall, M. (1990) Understanding cultural differences, Anchor Press, New York
16. Hart, C. W. L. (1988) The power of unconditional service guarantees. Harvard Business Review, 66:4, pp. 54-62.
17. Hart, C. W. L., Heskett, J. L. and Sasser, W. E. (1990) The profitable art of service recovery. Harvard Business Review, 68:4, pp. 148-156.
18. Hoffman, K. D. and Chung, B. G. (1999) Hospitality recovery strategies: Customer preference versus firm use. Journal of Hospitality Tourism Research, 23:1, pp. 71-84.
19. Hofstede, G. (2001) Culture's consequences: International differences in work-related values, Sage, Beverly Hills, CA
20. Hofstede, G. and Bond, M. H. (1988) The Confucius connection: From cultural roots to economic growth. Organizational Dynamics, 16:4, pp. 4-21.
21. Huang, J., Huang, C. and Wu, S. (1996) National characters and response to unsatisfactory hotel service. International Journal of Hospitality Management, 15:3, pp. 229-243.
22. Hume, S. (2003) Word of mouth advertising. Restaurants &Institutions, 113:13, pp. 57-58.
23. Kelly, S. W., Hoffman, K. D. and Davis, M. A. (1993) A typology of retail failures and recoveries. Journal of Retailing, 69:4, pp. 429-452.
24. Khan, M. A. (1999) Restaurant franchising,, Wiley &Sons, New York
25. Kim, D., Pan, Y. and Park, H. (1998) High versus low context culture: A comparison of Chinese, Korean, and American cultures. Psychology & Marketing, 15:6, pp. 507-521.
26. Kim, W. G. and Chon, K. (2003) Survivorship in international chain restaurants in Korea. FIU Hospitality Review, 21:1, pp. 22-32.
27. Lee, M. and Ulgado, F. M. (1997) Consumer evaluations of fast-food services: A cross-national comparison. Journal of Service Marketing, 11:1, pp. 39-52.
28. Leong, J. and Kim, W. G. (2002) Service recovery efforts used in fast food restaurants to enhance word-of-mouth and repeat patronage. Journal of Travel and Tourism Marketing, 12:23, pp. 65-93.
29. Liu, B. S., Furrer, O. and Sudharshan, D. (2001) The relationships between culture and behavioral intentions toward services. Journal of Service Research, 4:2, pp. 118-129.
30. Maxham III, J. G. (2001) Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research, 54:1, pp. 11-24.
31. McDougall, G. and Levesque, T. J. (1999) Waiting for service: The effectiveness of service recovery strategies. International Journal of Contemporary Hospitality Management, 11:1, pp. 6-15.
32. Mehegan, S. (2002) Worn out welcomes. Restaurant Business, 101:5, pp. 31-34.
33. Mueller, R. D., Palmer, A., Mack, R. and McMullan, R. (2003) Service in the restaurant industry: An American and Irish comparison of service failures and recovery strategies. International Journal of Hospitality Management, 22:4, pp. 395-418.
34. Na, W. and Marshall, R. (1999) Validation of the big five personality traits in Korea: A comparative study. Journal of International Consumer Marketing, 12:1, pp. 5-19.
35. Nam, J. (2002) Chain restaurant franchising strategy. Hotel & Restaurant
36. Plymire, J. (1991) Complaints as opportunities. The Journal of Service Marketing, 8:2, pp. 39-43.
37. Richins, M. L. (1983) Negative word-of-mouth by dissatisfied consumers: A pilot study. Journal of Marketing, 47:1, pp. 68-78.
38. Sack, K. J. (2001) Restaurants, Standard & Poor's Industry Surveys, New York
39. Smith, A. K., Bolton, R. N. and Wagner, J. (1999) A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36:3, pp. 356-372.
40. Song, J. (2004) The success of Starbucks and Outback Steak in Korea. The Korean Economic Times, p. A4.
41. Spreng, R. A. and MacKoy, R. D. (1996) An empirical examination of a mode of perceived service quality and satisfaction. Journal of Retailing, 72:2, pp. 201-214.
42. Stauss, B. and Mang, P. (1999) Culture shocks in intercultural service encounters. Journal of Services Marketing, 13:45, pp. 329-346.
43. Sundaram, D. S., Jurowski, C. and Webster, C. (1997) Service failure recovery efforts in restaurant dining: The role of criticality of service consumption. Journal of Hospitality and Tourism Research, 20:3, pp. 137-149.
44. Susskind, A. M. (2002) I told you so! Restaurant customers' word-of-mouth communication patterns. Cornell Hotel and Restaurant Administration Quarterly, 43:2, pp. 75-85.
45. Swanson, S. R. and Kelley, S. W. (2001) Service recovery attributions and word-of-mouth intentions. European Journal of Marketing, 35:12, pp. 194-211.
46. Tax, S. S., Brown, S. W. and Chandrashekaran, M. (1998) Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62:2, pp. 60-76.
47. Technomic Inc. (2006) Technomic top 500 chain restaurant annual report
48. Winsted, K. F. (1997) The service experience in two cultures: A behavioral perspective. Journal of Retailing, 73:3, pp. 337-360.
49. Wong, N. Y. (2003) The role of culture in the perception of service recovery. Journal of Business Research, 57:9, pp. 957-963.
50. Yuksel, A., Kilinc, U. K. and Yuksel, F. (2006) Crossnational analysis of hotel customers' attitudes toward complaining and their complaining behaviors. Tourism Management, 27:1, pp. 11-24.