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Service failure and problems: Internal marketing solutions for facing the future

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  • Paul, Justin
  • Sahadev, Sunil

Abstract

The issues of elderly consumers remain under researched despite a rapidly aging population in most countries across the globe. We examine the service failure and complexity of problems of a nursing home for seniors and seek to contribute to the field of research in terms of exploring internal marketing solutions based on two theoretical frameworks- Service Profit Chain and the Relational Third Place theory. We aim to provide insights about why elderly people are not treated as consumers. Besides, based on comprehensive review of literature and analysis of an important case situation, we develop a new framework called Complex Organizational Problems and Solutions (COPS) by generalizing the insights we gained through the study. We find that internal marketing practices help improve employee satisfaction and service quality, which in turn leads to satisfied consumers.

Suggested Citation

  • Paul, Justin & Sahadev, Sunil, 2018. "Service failure and problems: Internal marketing solutions for facing the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 304-311.
    • Handle: RePEc:eee:joreco:v:40:y:2018:i:c:p:304-311
    DOI: 10.1016/j.jretconser.2016.08.007
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    References listed on IDEAS

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    1. Kohijoki, Anna-Maija & Marjanen, Heli, 2013. "The effect of age on shopping orientation—choice orientation types of the ageing shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 20(2), pages 165-172.
    2. Omar, Maktoba & Tjandra, Nathalia C. & Ensor, John, 2014. "Retailing to the “grey pound†: Understanding the food shopping habits and preferences of consumers over 50 in Scotland," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 753-763.
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    4. Michal Mozes & Zvi Josman & Eyal Yaniv, 2011. "Corporate social responsibility organizational identification and motivation," Social Responsibility Journal, Emerald Group Publishing, vol. 7(2), pages 310-325, July.
    5. Roschk, Holger & Müller, Jana & Gelbrich, Katja, 2013. "Age matters: How developmental stages of adulthood affect customer reaction to complaint handling efforts," Journal of Retailing and Consumer Services, Elsevier, vol. 20(2), pages 154-164.
    6. Harrington, C. & Woolhandler, S. & Mullan, J. & Carrillo, H. & Himmelstein, D.U., 2001. "Does investor ownership of nursing homes compromise the quality of care?," American Journal of Public Health, American Public Health Association, vol. 91(9), pages 1452-1455.
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    Cited by:

    1. Paul, Justin & Rosenbaum, Mark, 2020. "Retailing and consumer services at a tipping point: New conceptual frameworks and theoretical models," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    2. Khai Loon Lee & Afiq Muqri Bin Shaharud-din, 2022. "Procurement 4.0 and Organizational Performance in the Malaysian Construction Industry," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 13(1), pages 1-22, January.

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