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The Integration between Service Value and Service Recovery in the Hospitality Industry: An Application of QFD and ANP
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What this work says
Outgoing claims: the papers this work cites, builds on, or argues with.
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Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship
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Individual differences in perceptions of service failure and recovery: the role of race and discriminatory bias
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A typology of retail failures and recoveries
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The analytic hierarchy process: applications and studies
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The Analytic Hierarchy Process
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Fuzzy multiple objective programming framework to prioritize design requirements in quality function deployment
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Using QFD and ANP to analyze the environmental production requirements in linguistic preferences
inferredcites →https://doi.org/10.1016/j.ijhm.2008.12.001openalex-snapshot
Perceived justice in service recovery and behavioral intentions: The role of relationship quality
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The effects of brand relationship quality on responses to service failure of hotel consumers
inferredcites →https://doi.org/10.1016/j.ijhm.2015.04.002openalex-snapshot
Effects of recovery experiences on hotel employees’ subjective well-being
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The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach
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Toward a deeper understanding of service marketing: The past, the present, and the future
inferredcites →https://doi.org/10.1016/j.jbusres.2008.09.015openalex-snapshot
Satisfaction with service recovery: Perceived justice and emotional responses
inferredcites →https://doi.org/10.1016/s0022-4359(05)80007-7openalex-snapshot
More on improving service quality measurement
inferredcites →https://doi.org/10.1016/s0024-6301(97)82843-9openalex-snapshot
The loyalty effect: The hidden force behind growth, profits, and lasting value
inferredcites →https://doi.org/10.1016/s0148-2963(00)00114-4openalex-snapshot
Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
inferredcites →https://doi.org/10.1016/s0278-6125(98)80063-0openalex-snapshot
Review of QFD and related deployment techniques
inferredcites →https://doi.org/10.1016/s0377-2217(98)00275-6openalex-snapshot
House of quality: A fuzzy logic-based requirements analysis
inferredcites →https://doi.org/10.1037/0022-3514.67.5.850openalex-snapshot
Psychological models of the justice motive: Antecedents of distributive and procedural justice.
inferredcites →https://doi.org/10.1080/07408170304355openalex-snapshot
Determining the Importance Weights for the Customer Requirements in QFD Using a Fuzzy AHP with an Extent Analysis Approach
inferredcites →https://doi.org/10.1080/10686967.2010.11918258openalex-snapshot
QFD Application in the Hospitality Industry: A Hotel Case Study
inferredcites →https://doi.org/10.1080/14783363.2012.715797openalex-snapshot
A quality function deployment application using qualitative and quantitative analysis in after sales services
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The Role of Relationship Norms in Responses to Service Failures
inferredcites →https://doi.org/10.1108/03090561211247865openalex-snapshot
Matching service recovery solutions to customer recovery preferences
inferredcites →https://doi.org/10.1108/08876040010347624openalex-snapshot
Equity and repurchase intention following service failure
inferredcites →https://doi.org/10.1108/08876040710746534openalex-snapshot
A proposed multi‐dimensional approach to evaluating service recovery
inferredcites →https://doi.org/10.1108/08876041111173633openalex-snapshot
Re‐examining the effect of service recovery: the moderating role of brand equity
inferredcites →https://doi.org/10.1108/09564230110393211openalex-snapshot
Developing a comprehensive picture of service failure
inferredcites →https://doi.org/10.1108/09564239710166245openalex-snapshot
An experimental study of service recovery options
inferredcites →https://doi.org/10.1108/09596110410516516openalex-snapshot
Service failure and recovery: evidence from the hotel industry
inferredcites →https://doi.org/10.1108/09596110410550789openalex-snapshot
Dealing with complaints in services
inferredcites →https://doi.org/10.1108/09604520410546851openalex-snapshot
Customer satisfaction using QFD: an e‐banking case
inferredcites →https://doi.org/10.1108/14635770010314891openalex-snapshot
Methods and techniques to help quality function deployment (QFD)
inferredcites →https://doi.org/10.1108/14635770510609006openalex-snapshot
Building an activity-based costing hospital model using quality function deployment and benchmarking
inferredcites →https://doi.org/10.1108/ijchm-06-2013-0265openalex-snapshot
What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
inferredcites →https://doi.org/10.1108/ijchm-10-2014-0516openalex-snapshot
Factors affecting memorability of service failures: a longitudinal analysis
inferredcites →https://doi.org/10.1108/lhs-02-2013-0007openalex-snapshot
QFD application using SERVQUAL for private hospitals: a case study
inferredcites →https://doi.org/10.1177/0092070302250898openalex-snapshot
Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
inferredcites →https://doi.org/10.1177/1094670502238918openalex-snapshot
Application of Fairness Theory to Service Failures and Service Recovery
inferredcites →https://doi.org/10.1177/1094670503262947openalex-snapshot
Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts
inferredcites →https://doi.org/10.1177/1096348005276935openalex-snapshot
Modeling Roles of Service Recovery Strategy: A Relationship-Focused View
inferredcites →https://doi.org/10.1177/109634809902300106openalex-snapshot
Hospitality Recovery Strategies: Customer Preference versus Firm Use
inferredcites →https://doi.org/10.1177/1356766711409182openalex-snapshot
Service failures and recovery actions in the hotel industry: A text-mining approach
inferredcites →https://doi.org/10.1300/j073v07n01_06openalex-snapshot
Hotel and Tourism Development in Vietnam
inferredcites →https://doi.org/10.2307/1252174openalex-snapshot
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
inferredcites →https://doi.org/10.5281/zenodo.14579729openalex-snapshot
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
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