Waiting for service: modelling the effectiveness of service interventions

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Title Waiting for service: modelling the effectiveness of service interventions
Author Butcher, Kenneth John; Kayani, Asad
Journal Name Service Business: An International Journal
Year Published 2008
Place of publication heidleberg, Germany
Publisher Springer-Verlag
Abstract Most service businesses tend to experience unwelcome delays in service delivery that often generate strong negative impacts from customers. In response, managers develop and implement service intervention strategies, such as providing length and reason of a delay, both of which have been reported to have positive impacts on customers. However, the results from studies investigating such interventions are mixed. Accordingly, it is hypothesised that these effects may be contingent upon certain situations. This research project has investigated the wait situation using an experimental design. A 2 × 2 × 2 factorial design was first created using a restaurant scenario for the stimulus material and an online web site was used to collect data from 130 respondents. Our findings indicate a significant moderating effect of level of service use and degree of goal attractiveness on the effectiveness of providing duration and cause information. More importantly, we found that under certain conditions a service intervention may be counterproductive to the intended strategy. This finding suggests that managers need to be wary of developing and executing expensive service recovery strategies without due regard to the customer segment being targeted.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1007/s11628-007-0030-2
Volume 2
Page from 153
Page to 165
ISSN 1862-8516
Date Accessioned 2009-03-14
Language en_AU
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Subject PRE2009-Tourist Behaviour
URI http://hdl.handle.net/10072/22341
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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