TY - JOUR
T1 - A CIT investigation of servicescape failures and associated recovery strategies
AU - Hoffman, K. Douglas
AU - Kelley, Scott W.
AU - Chung, Beth C.
PY - 2003/7/1
Y1 - 2003/7/1
N2 - This study was undertaken to investigate service failures relating to problems with the management of the servicescape. Of the 1,370 failure critical incidents collected, 123 were identified as servicescape failures. The three primary types of servicescape failures most likely to occur, listed in order of frequency, include cleanliness issues, mechanical problems, and facility design issues. The study also identifies eight servicescape subfailure type categories and discusses failure ratings, recovery strategies, recovering ratings and customer retention rates.
AB - This study was undertaken to investigate service failures relating to problems with the management of the servicescape. Of the 1,370 failure critical incidents collected, 123 were identified as servicescape failures. The three primary types of servicescape failures most likely to occur, listed in order of frequency, include cleanliness issues, mechanical problems, and facility design issues. The study also identifies eight servicescape subfailure type categories and discusses failure ratings, recovery strategies, recovering ratings and customer retention rates.
UR - http://www.scopus.com/inward/record.url?scp=84986097764&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84986097764&partnerID=8YFLogxK
U2 - 10.1108/08876040310482757
DO - 10.1108/08876040310482757
M3 - Article
AN - SCOPUS:84986097764
SN - 0887-6045
VL - 17
SP - 322
EP - 340
JO - Journal of Services Marketing
JF - Journal of Services Marketing
IS - 4
ER -