“Waiter, There’s a Dead Fly in my Soup:” Facility-Based Failures and Recovery Strategies

K. Douglas Hoffman; Scott W. Kelley; Beth C. Chung

doi:10.1007/978-3-319-11927-4_97

“Waiter, There’s a Dead Fly in my Soup:” Facility-Based Failures and Recovery Strategies

K. Douglas Hoffman, Scott W. Kelley, Beth C. Chung

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

Abstract

This study was undertaken to investigate service failures relating to problems with the management of the inanimate environment—termed, facility-based failures. Of the 1540 failure critical incidents collected, 123 were identified as facility-based failures. The three primary types of facility-based failures most likely to occur include cleanliness issues, mechanical problems, and facility design issues. The study also identifies 8 subfailure type categories.

Original language	English
Title of host publication	Developments in Marketing Science
Subtitle of host publication	Proceedings of the Academy of Marketing Science
Pages	296
Number of pages	1
DOIs	https://doi.org/10.1007/978-3-319-11927-4_97
State	Published - 2015

Publication series

Name	Developments in Marketing Science: Proceedings of the Academy of Marketing Science
ISSN (Print)	2363-6165
ISSN (Electronic)	2363-6173

Bibliographical note

Publisher Copyright:
© 2015, Academy of Marketing Science.

ASJC Scopus subject areas

Marketing
Strategy and Management

Access to Document

10.1007/978-3-319-11927-4_97

Cite this

Hoffman, K. D., Kelley, S. W., & Chung, B. C. (2015). “Waiter, There’s a Dead Fly in my Soup:” Facility-Based Failures and Recovery Strategies. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 296). (Developments in Marketing Science: Proceedings of the Academy of Marketing Science). https://doi.org/10.1007/978-3-319-11927-4_97

@inbook{aedebdff7290496e87c4b6a8cd2f41a7,

title = "“Waiter, There{\textquoteright}s a Dead Fly in my Soup:” Facility-Based Failures and Recovery Strategies",

abstract = "This study was undertaken to investigate service failures relating to problems with the management of the inanimate environment—termed, facility-based failures. Of the 1540 failure critical incidents collected, 123 were identified as facility-based failures. The three primary types of facility-based failures most likely to occur include cleanliness issues, mechanical problems, and facility design issues. The study also identifies 8 subfailure type categories.",

author = "Hoffman, {K. Douglas} and Kelley, {Scott W.} and Chung, {Beth C.}",

note = "Publisher Copyright: {\textcopyright} 2015, Academy of Marketing Science.",

year = "2015",

doi = "10.1007/978-3-319-11927-4_97",

language = "English",

series = "Developments in Marketing Science: Proceedings of the Academy of Marketing Science",

pages = "296",

booktitle = "Developments in Marketing Science",

}

“Waiter, There’s a Dead Fly in my Soup:” Facility-Based Failures and Recovery Strategies. / Hoffman, K. Douglas; Kelley, Scott W.; Chung, Beth C.
Developments in Marketing Science: Proceedings of the Academy of Marketing Science. 2015. p. 296 (Developments in Marketing Science: Proceedings of the Academy of Marketing Science).

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

TY - CHAP

T1 - “Waiter, There’s a Dead Fly in my Soup:” Facility-Based Failures and Recovery Strategies

AU - Hoffman, K. Douglas

AU - Kelley, Scott W.

AU - Chung, Beth C.

PY - 2015

Y1 - 2015

N2 - This study was undertaken to investigate service failures relating to problems with the management of the inanimate environment—termed, facility-based failures. Of the 1540 failure critical incidents collected, 123 were identified as facility-based failures. The three primary types of facility-based failures most likely to occur include cleanliness issues, mechanical problems, and facility design issues. The study also identifies 8 subfailure type categories.

AB - This study was undertaken to investigate service failures relating to problems with the management of the inanimate environment—termed, facility-based failures. Of the 1540 failure critical incidents collected, 123 were identified as facility-based failures. The three primary types of facility-based failures most likely to occur include cleanliness issues, mechanical problems, and facility design issues. The study also identifies 8 subfailure type categories.

UR - http://www.scopus.com/inward/record.url?scp=85125424054&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=85125424054&partnerID=8YFLogxK

U2 - 10.1007/978-3-319-11927-4_97

DO - 10.1007/978-3-319-11927-4_97

M3 - Chapter

AN - SCOPUS:85125424054

T3 - Developments in Marketing Science: Proceedings of the Academy of Marketing Science

SP - 296

BT - Developments in Marketing Science

ER -

“Waiter, There’s a Dead Fly in my Soup:” Facility-Based Failures and Recovery Strategies

Abstract

Publication series

Bibliographical note

ASJC Scopus subject areas

Access to Document

Other files and links

Fingerprint

Cite this