Developing a comprehensive picture of service failure
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 August 2001
Abstract
Much attention has been paid recently to the concept of service failure. In light of this, the paper develops a model of the potential outcomes from service failure. Results are utilised from interviews with business banking customers who have recently encountered a service failure. The results show that service recovery is only one of the reasons a customer may stay or exit a service organisation after a service failure. Other factors, such as barriers to exit and loyalty, are just as prevalent in the decision‐making process. A model ofservice failure, which was generated through the results of the research, is presented in the discussion section of the paper.
Keywords
Citation
Colgate, M. and Norris, M. (2001), "Developing a comprehensive picture of service failure", International Journal of Service Industry Management, Vol. 12 No. 3, pp. 215-233. https://doi.org/10.1108/09564230110393211
Publisher
:MCB UP Ltd
Copyright © 2001, MCB UP Limited