IDEAS home Printed from https://ideas.repec.org/a/spr/svcbiz/v7y2013i3p399-417.html
   My bibliography  Save this article

Non-internet self-service technology failures and recoveries: comparing China with the United States

Author

Listed:
  • Shunzhong Liu

Abstract

This study compares the non-internet self-service technology failures and the associated recovery strategies used to retain dissatisfied customers in China and the United States. Data are collected by the critical incident technique, through structured, open-ended questionnaires. Totally, 555 incidents are collected and classified. The failures and recovery strategies are traced and analyzed to understand the discrepancy in failure rating, satisfaction of recovery strategy, and repurchasing between China and the United States. For failure rating, satisfaction, and loyalty, there are larger discrepancies between China and the United States. The two countries have exactly the same service failure typology, but failure frequency and its rating magnify the significant differences between the two countries. For recovery strategies, discount and correction do not occur in the Chinese non-internet SST setting, but remained recovery strategies are quite similar between the two countries. Copyright Springer-Verlag 2013

Suggested Citation

  • Shunzhong Liu, 2013. "Non-internet self-service technology failures and recoveries: comparing China with the United States," Service Business, Springer;Pan-Pacific Business Association, vol. 7(3), pages 399-417, September.
    • Handle: RePEc:spr:svcbiz:v:7:y:2013:i:3:p:399-417
    DOI: 10.1007/s11628-012-0168-4
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1007/s11628-012-0168-4
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s11628-012-0168-4?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Wong, Nancy Y., 2004. "The role of culture in the perception of service recovery," Journal of Business Research, Elsevier, vol. 57(9), pages 957-963, September.
    2. Child, John, 2009. "Context, Comparison, and Methodology in Chinese Management Research," Management and Organization Review, Cambridge University Press, vol. 5(1), pages 57-73, March.
    3. Barney, Jay B. & Zhang, Shujun, 2009. "The Future of Chinese Management Research: A Theory of Chinese Management versus A Chinese Theory of Management," Management and Organization Review, Cambridge University Press, vol. 5(1), pages 15-28, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Arun Kumar Kaushik & Zillur Rahman, 2016. "Self-service innovativeness scale: introduction, development, and validation of scale," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 799-822, December.
    2. Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
    3. Alireza Nili & Mary Tate & David Johnstone, 2019. "The process of solving problems with self-service technologies: a study from the user’s perspective," Electronic Commerce Research, Springer, vol. 19(2), pages 373-407, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. A Rebecca Reuber & Sophie Alkhaled & Helena Barnard & Carole Couper & Innan Sasaki, 2022. "Something borrowed, something new: Challenges in using qualitative methods to study under-researched international business phenomena," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(9), pages 2147-2166, December.
    2. Sheldon, Peter & Li, Yiqiong, 2013. "Localized poaching and skills shortages of manufacturing employees among MNEs in China," Journal of World Business, Elsevier, vol. 48(2), pages 186-195.
    3. Eranova, Mariya & Prashantham, Shameen, 2016. "Decision making and paradox: Why study China?," European Management Journal, Elsevier, vol. 34(3), pages 193-201.
    4. Christine M. Chan & Jialin Du, 2021. "The dynamic process of pro-market reforms and foreign affiliate performance: When to seek local, subnational, or global help?," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 52(9), pages 1854-1870, December.
    5. Hatice Calipinar, 2012. "Analyzing the Influence of Organizational Culture on New Service Design: Case Studies from Turkey," Information Management and Business Review, AMH International, vol. 4(4), pages 185-194.
    6. Xiaohong Liu & Liguo Zhou & Yen-Chun Jim Wu, 2015. "Supply Chain Finance in China: Business Innovation and Theory Development," Sustainability, MDPI, vol. 7(11), pages 1-21, November.
    7. Horak, Sven, 2013. "Cross-cultural experimental economics and indigenous management research: Issues and contributions," Working Papers on East Asian Studies 92/2013, University of Duisburg-Essen, Institute of East Asian Studies IN-EAST.
    8. Alden, Dana L. & He, Yi & Chen, Qimei, 2010. "Service recommendations and customer evaluations in the international marketplace: Cultural and situational contingencies," Journal of Business Research, Elsevier, vol. 63(1), pages 38-44, January.
    9. Teagarden, Mary B. & Von Glinow, Mary Ann & Mellahi, Kamel, 2018. "Contextualizing international business research: Enhancing rigor and relevance," Journal of World Business, Elsevier, vol. 53(3), pages 303-306.
    10. Wang, Jessie J. & Lalwani, Ashok K., 2019. "The distinct influence of power distance perception and power distance values on customer satisfaction in response to loyalty programs," International Journal of Research in Marketing, Elsevier, vol. 36(4), pages 580-596.
    11. Fang Cooke & Debi Saini, 2015. "From legalism to strategic HRM in India? Grievance management in transition," Asia Pacific Journal of Management, Springer, vol. 32(3), pages 619-643, September.
    12. Xueling Li & Jia Shen & Wenjie Ma & Weiyong Zhang, 2016. "The effect of business ties and government ties on new IT venture growth: an empirical examination in China," Information Technology and Management, Springer, vol. 17(3), pages 245-261, September.
    13. Ji-Hoon Park, 2020. "Chasing two rabbits: how social enterprises as hybrid organizations manage paradoxes," Asian Business & Management, Palgrave Macmillan, vol. 19(4), pages 407-437, September.
    14. Schotter, Andreas P.J. & Buchel, Olha & Vashchilko (Lukoianova), Tatiana, 2018. "Interactive visualization for research contextualization in international business," Journal of World Business, Elsevier, vol. 53(3), pages 356-372.
    15. Behlül Üsdiken, 2014. "Centres and Peripheries: Research Styles and Publication Patterns in ‘Top’ US Journals and their European Alternatives, 1960–2010," Journal of Management Studies, Wiley Blackwell, vol. 51(5), pages 764-789, July.
    16. Kevin Michael Fleary & Ye Chunming, 2017. "Huawei Leapfrogging System Integration With TSTT," SAGE Open, , vol. 7(2), pages 21582440176, April.
    17. Alt, Elisabeth & Gelbrich, Katja, 2009. "Beschwerdebehandlung und Nachbeschwerdeverhalten im interkulturellen Kontext," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 1, number 12009.
    18. Peter Rodgers & Peter Stokes & Shlomo Tarba & Zaheer Khan, 2019. "The Role of Non-market Strategies in Establishing Legitimacy: The Case of Service MNEs in Emerging Economies," Management International Review, Springer, vol. 59(4), pages 515-540, August.
    19. Ricard, Antonin & Shimizu, Katsuhiko & Vieu, Marion, 2021. "Deepening the timing dimension of emerging market multinational companies’ internationalization – An exploratory perspective," Journal of International Management, Elsevier, vol. 27(3).
    20. Röell, Christiaan & Osabutey, Ellis & Rodgers, Peter & Arndt, Felix & Khan, Zaheer & Tarba, Shlomo, 2022. "Managing socio-political risk at the subnational level: Lessons from MNE subsidiaries in Indonesia," Journal of World Business, Elsevier, vol. 57(3).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:svcbiz:v:7:y:2013:i:3:p:399-417. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.