Concepedia

Service Failure Design

Service Failure Design is a methodological framework within hospitality service design that systematically integrates anticipated service failures into the service development process to enhance resilience, recovery strategies, and overall guest experience.

12

Publications

485

Citations

26

Authors

22

Institutions

Publications per year

2017–2026

5

Parents

Publications

12

A Mathematical Model of Service Failure and Recovery Strategies*

Zhen Zhu, K. Sivakumar, A. Parasuraman · Decision Sciences · 2004 · 100 citations

, , +10

PIECING TOGETHER SERVICE QUALITY: A FRAMEWORK FOR ROBUST SERVICE*

Douglas M. Stewart · Production and Operations Management · 2003 · 78 citations

, , +17

Can signaling impact customer satisfaction and behavioral intentions in times of service failure?: evidence from open versus closed kitchen restaurants

Jaemun Byun, SooCheong Jang · Journal of Hospitality Marketing & Management · 2019 · 63 citations

, , +16

Service recovery for moderate and high involvement services

Silke Bambauer-Sachse, Landisoa Rabeson · Journal of Services Marketing · 2015 · 50 citations

, , +17

The effect of robot anthropomorphism on revisit intentions after service failure: a moderated serial mediation model

Jinsheng Cui, Zhong Jian-an · Asia Pacific Journal of Marketing and Logistics · 2023 · 50 citations

, , +17

1–5 of 12

Authors

26

  1. WR
    Wolfgang Rauch

    Universität Innsbruck, Austria

    1 publications · 13 citations

    1

    h-index

  2. VR
    Vivek Roy

    Indian Institute of Management Kashipur, India

    1 publications · 28 citations

    1

    h-index

  3. KD
    Kegong Diao

    De Montfort University, United Kingdom

    1 publications · 13 citations

    1

    h-index

  4. DK
    Daehwan Kim

    Pukyong National University, South Korea

    1 publications · 31 citations

    1

    h-index

  5. YK
    Yongjae Ko

    University of Florida, United States

    1 publications · 31 citations

    1

    h-index

1–5 of 26

Institutions

22

  1. Seoul National University

    Seoul, South Korea

    2 h-index

    2 publications

    56 citations

  2. Zhejiang University

    Hangzhou, China

    1 h-index

    2 publications

    100 citations

  3. Korea National Sport University

    Seoul, South Korea

    1 h-index

    1 publications

    31 citations

  4. Michigan State University

    East Lansing, United States

    1 h-index

    1 publications

    78 citations

  5. De Montfort University

    Leicester, United Kingdom

    1 h-index

    1 publications

    13 citations

  6. U.S. Air Force Institute of Technology

    Dayton, United States

    1 h-index

    1 publications

    16 citations

  7. Catholic University of Korea

    Seoul, South Korea

    1 h-index

    1 publications

    31 citations

  8. Purdue University West Lafayette

    West Lafayette, United States

    1 h-index

    1 publications

    63 citations

1–8 of 22

Venues

  1. Journal of Hospitality Marketing & Management

    JHMM · 1 publications · 63 citations

    1

    h-index

  2. International Journal of Sports Marketing and Sponsorship

    IJSMS · 1 publications · 31 citations

    1

    h-index

  3. Journal of Services Marketing

    1 publications · 50 citations

    1

    h-index

  4. Water

    1 publications · 13 citations

    1

    h-index

  5. 1

    h-index

1–5