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

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  • 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

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  • 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
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    References listed on IDEAS

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    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.
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    Cited by:

    1. 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.
    2. 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.
    3. 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.

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