Service Recovery Efforts in Fast Food Restaurants to Enhance Repeat Patronage

Abstract

The purpose of this study is to: (a) identify service failure incidents; (b) identify service recovery efforts; and (c) determine the effects of resolution levels repeat patronage. Employee service behavior and monetary rewards were found to have a significant effect on resolution levels. The manager should provide guiding principles to improve service quality. Furthermore, mentoring and empowerment may improve employee service performance. Complete resolution leads to repeat patronage. The study found significant relationships between demographic characteristics with service failures and service recovery efforts. Lastly, there were significant relationships between the critical service failures and service recovery efforts and types of fast food restaurants.     

2011-2012年中国宏观经济分析与预测——复苏放缓、风险上扬与结构刚性冲击下的中国宏观经济

本文通过全面总结2011年中国宏观经济的3大表现,利用中国人民大学宏观经济预测模型,指出2012年中国将面临外部经济放缓、内部房地产市场深度调整、泡沫经济逆转以及金融风险加剧的冲击,但在结构刚性的约束下,政府将全面转变政策定位,从而保证中国经济在加速回落中实现反弹,全年经济增长呈现“前低后缓”的模式.     

A model of local labor market regulation of China in the transition period

With the establishment of labor market of China, market is playing a more and mare important role in allocation of human resources. However, with the transition of economy in China and industrial upgrading in recent years, many labor problems have occurred which do harm to the sustainable development of local economy. The paper researches on the labor market issues of China from the perspective of local labor market regulation. Firstly, it reviews the theories of local labor market regulation. And then the main components of local labor market regulation of China are identified and the evaluation index system is established. The results of analysis of the calculated output show that （1） the local labor market regulation of China has an obvious character of gradient distribution geographically and decreases gradually from east to west; （2） of all the regulations, the regulation of the development of human capital has the most significant impact on local economy currently which is followed by the regulation of labor relation and the regulation of market participation. As to the regulation of social security, it has no Significant impact on the development of local economy.     

后经济危机时期对我国经济结构调整的思考

文章从三个方面讨论了后经济危机时期,如何实现我国宏观经济在保持稳定增长的同时,实现经济结构的优化调整:首先,从需求结构看,消费将成为拉动我国整个国民经济增长的重要力量;其次,从产业结构来看,我国的产业结构要大力发展第三产业;最后,从要素结构看,提高劳动力素质,鼓励技术进步、自主创新。     

Does delaying service-failure resolution ever make sense?

Conventional wisdom suggests that service providers should respond to their failures as quickly as possible. Some research, however, points out that delaying resolutions may produce highly desirable results. The study here investigates these competing views by examining under which conditions an immediate or a delaying resolution produces more positive consumer responses in term of re-patronage and negative word-of-mouth intentions. Based on the concept of service separation, this research identifies an interaction effect between service separation (separated service, non-separated service) and response timing (immediate response, delaying response) on consumers' post-consumption intention. This research also finds that the relationship between service separation-response timing interaction and consumer response is mediated by consumers' negative emotions. This study contributes to refining our understanding of consumer psychology in service recovery. Practically, the studies also enable service providers to better allocate their resources to recover different types of services' failure.     

竹胶模板在硅工程的应用

结合施工中的经验对竹胶模板在硅工程应用进行了分析。     

新时期企业思想政治工作的新思路

新时期企业思想政治工作面临诸多困扰和挑战,文章阐述了新时期企业思想政治工作面临的挑战,并提出相应的对策。     

Service Recovery Readiness in Australian Hospitality and Leisure Operations

ABSTRACT

Hospitality and leisure operations across Australia have experienced phenomenal growth over the past few decades. This growth can be attributed to globalisation, deregulation, increased household disposable income, and technological advancements. As organisations continue to strive for a competitive edge, increased attention is given to consistency and reliability of service delivery. However, given the significant human element in the production and consumption of services, mistakes are inevitable (albeit not intentional). Service recovery is therefore a central ingredient in maintaining quality of service delivery. It facilitates customer satisfaction, increases loyalty and repeat patronage, and fosters positive word-of-mouth recommendation. The present paper develops an integrated model of the key concepts of service delivery-illustrating the importance of the relationships among service quality, empowerment, and service recovery. To obtain a better understanding of the importance that organisations place on service recovery, an exploratory study is presented. This consisted of interviews and questionnaires across selected hospitality and leisure operators in Australia. The findings show that service recovery is viewed as an important component of business practices. However, there are noticeable gaps-particularly in relation to organisational readirecovery.     

谈计量标准设备期间核查的实施

为了保持计量标准设备检定、校准状态的良好可信度，应该实施期间核查。对期间核查条款要求、实施对象与优越性以及如何实施及纠正措施作了介绍和讨论．重点介绍了应用统计核查的方法、验证测量设备的可靠性。     

乙烯装置技术经济分析与建议

根据对国内外乙烯供需状况的分析，预测了2010年世界乙烯生产能力和产量增长情况，并介绍了2005年前我国乙烯装置扩能改造和新建乙烯装置及其配套装置的情况。对裂解原料结构、装置的运行周期和能耗及其对乙烯生产成本的影响进行了分析。并提出了发展我国乙烯工业的建议。