A Cross-National Comparison of Consumer Perceptions of Service Recovery

References

• Becker , C. 2000 . Service recovery strategies: The impact of cultural differences . Journal of Hospitality & Tourism Research , 24 ( 4 ) : 524 – 538 .
   Google Scholar
• 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 ) : 235 – 255 .
   Google Scholar
• Bitner , M. J. , Booms , B. H. and Tetreault , M. S. 1990 . The service encounter: Diagnosing favorable and unfavorable incidents . Journal of Marketing , 54 ( 1 ) : 71 – 84 .
   Web of Science ®Google Scholar
• 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 ) : 375 – 390 .
   Google Scholar
• Chung , B. and Hoffman , K. D. 1998 . Critical incidents . Cornell Hotel and Restaurant Administration Quarterly , 39 ( 3 ) : 66 – 71 .
   Google Scholar
• Chung , T. Z. 1991 . Culture: A key to management communication between the Asian-Pacific area and Europe . European Management Journal , 9 ( 4 ) : 419 – 424 .
   Google Scholar
• Davis , J. C. 1998 . The role of brand equity in service failure and recovery: An information processing perspective , Lexington : University of Kentucky . Unpublished doctoral dissertation
   Google Scholar
• De Mooij , M. 1998 . Global marketing and advertising: Understanding cultural paradoxes , Thousand Oaks, CA : Sage .
   Google Scholar
• Donthu , N. and Yoo , B. 1998 . Cultural influence on service quality expectations . Journal of Service Research , 1 ( 2 ) : 178 – 186 .
   Google Scholar
• Duecy , E. 2006 . NPD: Dinners look for menu variety, ‘buzz’ in full-service eateries . Nation's Restaurant News , 40 ( 4 ) : 14
   Google Scholar
• Eccles , G. and Durand , P. 1998 . Complaining customers, service recovery and continuous improvement . Managing Service Quality , 8 ( 1 ) : 68 – 71 .
   Google Scholar
• Fields , G. 2000 . Leverage Japan , California : Jossey-Bass .
   Google Scholar
• Furrer , O. , Liu , B. S. and Sudharshan , D. 2000 . The relationships between culture and service quality perceptions . Journal of Service Research , 2 ( 4 ) : 355 – 371 .
   Google Scholar
• 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 ) : 295 – 322 .
   Web of Science ®Google Scholar
• Hall , E. and Hall , M. 1990 . Understanding cultural differences , New York : Anchor Press .
   Google Scholar
• Hart , C. W. L. 1988 . The power of unconditional service guarantees . Harvard Business Review , 66 ( 4 ) : 54 – 62 .
   Web of Science ®Google Scholar
• Hart , C. W. L. , Heskett , J. L. and Sasser , W. E. 1990 . The profitable art of service recovery . Harvard Business Review , 68 ( 4 ) : 148 – 156 .
   PubMed Web of Science ®Google Scholar
• Hoffman , K. D. and Chung , B. G. 1999 . Hospitality recovery strategies: Customer preference versus firm use . Journal of Hospitality Tourism Research , 23 ( 1 ) : 71 – 84 .
   Google Scholar
• Hofstede , G. 2001 . Culture's consequences: International differences in work-related values , Beverly Hills, CA : Sage .
   Google Scholar
• Hofstede , G. and Bond , M. H. 1988 . The Confucius connection: From cultural roots to economic growth . Organizational Dynamics , 16 ( 4 ) : 4 – 21 .
   Web of Science ®Google Scholar
• Huang , J. , Huang , C. and Wu , S. 1996 . National characters and response to unsatisfactory hotel service . International Journal of Hospitality Management , 15 ( 3 ) : 229 – 243 .
   Google Scholar
• Hume , S. 2003 . Word of mouth advertising . Restaurants & Institutions , 113 ( 13 ) : 57 – 58 .
   Google Scholar
• Kelly , S. W. , Hoffman , K. D. and Davis , M. A. 1993 . A typology of retail failures and recoveries . Journal of Retailing , 69 ( 4 ) : 429 – 452 .
   Google Scholar
• Khan , M. A. 1999 . Restaurant franchising, , 2nd ed. , New York : Wiley & Sons .
   Google Scholar
• 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 ) : 507 – 521 .
   Web of Science ®Google Scholar
• Kim , W. G. and Chon , K. 2003 . Survivorship in international chain restaurants in Korea . FIU Hospitality Review , 21 ( 1 ) : 22 – 32 .
   Google Scholar
• Lee , M. and Ulgado , F. M. 1997 . Consumer evaluations of fast-food services: A cross-national comparison . Journal of Service Marketing , 11 ( 1 ) : 39 – 52 .
   Google Scholar
• 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 ( 2/3 ) : 65 – 93 .
   Google Scholar
• Liu , B. S. , Furrer , O. and Sudharshan , D. 2001 . The relationships between culture and behavioral intentions toward services . Journal of Service Research , 4 ( 2 ) : 118 – 129 .
   Google Scholar
• Maxham , J. G. III . 2001 . Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions . Journal of Business Research , 54 ( 1 ) : 11 – 24 .
   Web of Science ®Google Scholar
• McDougall , G. and Levesque , T. J. 1999 . Waiting for service: The effectiveness of service recovery strategies . International Journal of Contemporary Hospitality Management , 11 ( 1 ) : 6 – 15 .
   Google Scholar
• Mehegan , S. 2002 . Worn out welcomes . Restaurant Business , 101 ( 5 ) : 31 – 34 .
   Google Scholar
• 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 ) : 395 – 418 .
   Google Scholar
• 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 ) : 5 – 19 .
   Google Scholar
• Nam , J. 2002 . Chain restaurant franchising strategy . Hotel & Restaurant , Retrieved November 3, 2003, from http://www.hotelrestaurant.co.kr/restaurant/restaurant.html
   Google Scholar
• Plymire , J. 1991 . Complaints as opportunities . The Journal of Service Marketing , 8 ( 2 ) : 39 – 43 .
   Google Scholar
• Richins , M. L. 1983 . Negative word-of-mouth by dissatisfied consumers: A pilot study . Journal of Marketing , 47 ( 1 ) : 68 – 78 .
   Web of Science ®Google Scholar
• Sack , K. J. February 22 2001 . Restaurants , February 22 , New York : Standard & Poor's Industry Surveys .
   Google Scholar
• 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 ) : 356 – 372 .
   Web of Science ®Google Scholar
• Song , J. 2004 . The success of Starbucks and Outback Steak in Korea . The Korean Economic Times , July 20 : A4
   Google Scholar
• 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 ) : 201 – 214 .
   Web of Science ®Google Scholar
• Stauss , B. and Mang , P. 1999 . Culture shocks in intercultural service encounters . Journal of Services Marketing , 13 ( 4/5 ) : 329 – 346 .
   Google Scholar
• 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 ) : 137 – 149 .
   Google Scholar
• Susskind , A. M. 2002 . I told you so! Restaurant customers' word-of-mouth communication patterns . Cornell Hotel and Restaurant Administration Quarterly , 43 ( 2 ) : 75 – 85 .
   Google Scholar
• Swanson , S. R. and Kelley , S. W. 2001 . Service recovery attributions and word-of-mouth intentions . European Journal of Marketing , 35 ( 1/2 ) : 194 – 211 .
   Google Scholar
• 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 ) : 60 – 76 .
   Web of Science ®Google Scholar
• Technomic Inc. 2006 . Technomic top 500 chain restaurant annual report Retrieved October 9, 2006, from Te http://www.technomic.com/pressroom/top500_left_5_31_06.htm
   Google Scholar
• Winsted , K. F. 1997 . The service experience in two cultures: A behavioral perspective . Journal of Retailing , 73 ( 3 ) : 337 – 360 .
   Web of Science ®Google Scholar
• Wong , N. Y. 2003 . The role of culture in the perception of service recovery . Journal of Business Research , 57 ( 9 ) : 957 – 963 .
   Google Scholar
• 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 ) : 11 – 24 .
   Web of Science ®Google Scholar