Abstract

Stated simply, the service sector is an industry with respect to human being. Nearly each service transaction must be involved with people, including both consumers and frontline employees. This means that in a service firm, customers as well as frontline employees should be regarded as the most invaluable assets. Unfortunately, in Taiwan nowadays numerous service organizations such as certain airlines always lay special emphasis on stockholders' interests instead of clients' benefits. Maybe this can help explain why some service busine e has the inability to do th1ngs right the second time while they sometimes do things wrong the first time. For this reason, it is very urgent for a service firm to incorporate an effective service recovery model into its service systems so that customer satisfaction and loyalty may be elevated simultaneously. Thus, in this project, several theories concerning service recovery will be utilized to propose a simple, logical framework on which a standardized service recovery package is based. Also, this service recovery package created may be applied to the airline industry in Taiwan, whose service quality has been notorious for such a long time. Hopefully, through this project, the concept of ervice recovery will become prevalent among the major airlines in Taiwan. Keep in mind that customers are supposed to be seen as assets instead of liabilities and that a service firm will benefit from turning dissatisfied consumers back in the long haul.

Publication Date

11-1998

Document Type

Thesis

Student Type

Graduate

Advisor

Dr. Marecki

Advisor/Committee Member

Dr. Stockham

Campus

RIT – Main Campus

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