The Causal Relationship on Quality-Centered Organizational Culture and Its Impact on Service Failure & Service Recovery

摘要：

IntroductionThis research investigates and proposes the relationship between service failure and service recovery in the food service industry.A strategic operation scheme is examined to find factors that improve customers satisfaction or loyalty,stimulates to revisit,or increase potential customers.Based on system dynamics modeling method,a simulation model was proposed that describes human relations between service failure and service recovery and total quality management (TQM)-centered organizational culture in the food service industry.The study contributes to the further understanding of the activity direction of TQM-centered organizational culture for the management improvement through service recovery.

作者: Jong Bae Suk Soong Hwan Chung Kanghwa Choi DonHee Lee

作者单位: College of Business Administration,University of Nebraska-Lincoln,USA Division of Management,Hansung University,Korea

会议类型: 国际会议

会议名称: PAN-PACIFIC CONFERENCE XXVI(“战略创新、协作融合泛太平洋管理学会第26届年会)

会议地点: 深圳

会议语种:英文

页码: 177-178

在线出版日期: 2009-06-01（万方平台首次上网日期，不代表论文的发表时间）