Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • apa.csl
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
An empirical thesis of service recovery in the package holiday industry
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
2018 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Purpose: The aim of this thesis is to gain an understanding what it is within the vacation offering that makes certain customers dissatisfied with a service recovery effort.

Design/methodology/approach: The basis of the thesis is a qualitative approach since we want to gain an understanding about what it is in the service failure and service recovery that make customers dissatisfied. Although, a quantitative approach will be used as a supplement to the qualitative approach in order to seek patterns that we can interpret. By combining these approaches, it should enable us to gain an understanding about the customer’s dissatisfaction.

Findings: The study found that the package holiday organizations seem to handle the service recovery process well. Therefore, we propose that when a negative emotion occurs, the customer’s glorification of the offerings benefits get destroyed, creating their dissatisfaction. This makes it hard for the organization to perform a successful service recovery no matter the severity of the service failure since the hedonic values the customer was seeking becomes lost. Furthermore, the customers create expectations when seeking hedonic values, which make it difficult for the organizations to perform their initial offering successfully. We also emphasize the need of an expansion of the service recovery framework. There is a need of a shift from the organizations efforts to the customers experience within the service recovery process.

Research limitations/implications for future research: This thesis emphasizes the need for further research concerning how organizations can perform a successful service recovery when hedonic values are a part of the offering. Hence, the focus in future research could be to develop methods for performing service recovery when hedonic values are in play. Furthermore, this thesis could only give propositions about what is causing the customers dissatisfaction, but could not find any core happenings causing the customers dissatisfaction. Therefore, future research could focus to gain a deeper understanding about what source that has caused the customers dissatisfaction. Furthermore, other dimensions surrounding the customers experience needs to be taken into consideration in future research.

Practical implications: When hedonic values are in play, the customer’s expectations for the product or service becomes high. Therefore, 6 organizations face a lot more pressure when providing their service or, if a failure has occurred, service recovery.

Keywords: service failure, service Recovery, justice dimension, hedonic values, satisfaction

Place, publisher, year, edition, pages
2018. , p. 57
Keywords [en]
service failure, service recovery, justice dimension, hedonic values, satisfaction
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-66153OAI: oai:DiVA.org:kau-66153DiVA, id: diva2:1181197
Subject / course
Business Administration
Educational program
Programme in Business and Economics
Supervisors
Examiners
Available from: 2018-02-12 Created: 2018-02-08 Last updated: 2018-02-12Bibliographically approved

Open Access in DiVA

fulltext(525 kB)861 downloads
File information
File name FULLTEXT03.pdfFile size 525 kBChecksum SHA-512
7c9f65828052c714a566ca73bd27206a0974abf6694820a712a7997910d623f6f3ce72abe3cd2108cd44c6249053b8ee0a0462b2c265add5a9f297db72728308
Type fulltextMimetype application/pdf

By organisation
Karlstad Business School
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 861 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 774 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • apa.csl
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf