Service recovery model: the integrated view

  • Lin W
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Through the integrated analytical view of overall cultural values and individual emotional intelligence (EI), psychological empowerment and management involvement, this research explores influences on service recovery. It combines the methods of linear multivariate data analysis and nonlinear fuzzy neural network methods to analyze data and verify the hypotheses. Through an investigation on the subsidiaries of financial groups in Taiwan and Hong Kong, the empirical results showed that the employees with lower EI would be affected by the involvement of management and adopt different service recovery measures; for the employees having traditional eastern cultural values, because of the involvement of management, they would adopt different service recovery measures; when the employees' perceived psychological empowerment level was higher, they were more likely to manage active recovery measures. The characteristic of this research combines the empirical methods of linear multivariate data analysis and the nonlinear fuzzy neural network model. There were rare related studies in the past and in addition, in the comparative studies of the related issues in the past, there were rare focuses on enterprises with different nationalities but sharing the same specific language, which was worthy of further exploration. [ABSTRACT FROM AUTHOR] Copyright of Service Industries Journal is the property of Routledge and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Author-supplied keywords

  • CULTURAL values
  • CUSTOMER retention
  • DATA analysis
  • EMOTIONAL intelligence
  • NEURAL networks (Computer science)
  • SELF-efficacy
  • psychological empowerment
  • service recovery

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  • Wen-Bao Lin

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