Doctor of Philosophy / Department of Hotel, Restaurant, Institution Management & Dietetics / Carol W. Shanklin / Ki-Joon Back / This study proposed and tested a theoretical model of service recovery consisting of antecedents and consequences of service recovery satisfaction. This study further tested recovery paradox effects and investigated the effects of situational and attributional factors in the evaluation of service recovery efforts and consequent overall satisfaction and behavioral intentions. The study employed scenario experimentation with three dimensions of justice manipulated at two levels each (2x2x2 between-groups factorial design). Postage paid, self-addressed envelopes and questionnaires (600 copies) were distributed. Participants represented 15 religious and community service groups. All respondents were regular casual restaurant customers. Of 308 surveys returned, 286 cases were used for data analysis. In study 1, the proposed relationships were tested using the structural equation modeling. In study 2, multivariate analysis of variance and multivariate analysis of covariance tests were employed to test proposed hypotheses. The three dimensions of justice had positive effects on recovery satisfaction. Recovery satisfaction had a significant positive effect on customers’ trust. Trust in service providers had positive effect on commitment and overall satisfaction. Commitment had positive effects on overall satisfaction and behavioral intentions. This study indicated that, although a service failure might negatively affect customers’ relationship with the service provider, effective service recovery reinforced attitudinal and behavioral outcomes. The results of this study emphasized that service recovery efforts should be viewed not only as a strategy to recover customers’ immediate satisfaction but also as a relationship tool to provide customers confidence that ongoing relationships are beneficial to them. This study did not find recovery paradox in the experimental scenarios. The magnitude of service failure had significant negative effects on perceived justice and recovery satisfaction. Customers’ rating of stability causation had significant negative effects on overall satisfaction, revisit intention, and word-of-mouth intention. The study findings indicated that positive recovery efforts could reinstate customers’ satisfaction and behavioral intentions up to those of pre-failure. Restaurant managers and their employees need to provide extra efforts to restore the customers’ perceived losses in serious failure situations. Service providers should reduce systematic occurrences of service failure so customer will not develop stability perception.

O presente trabalho tem como objetivo examinar a formação do senso de justiça das pessoas sob a perspectiva da teoria de justiça da escolha social e de rankings incompletos, de Amartya Sen (2009). Pretende também investigar algumas formas de educar o cidadão para a justiça a fim de se pensar políticas públicas nas escolas que estimulem o florescimento do sentido de justiça nas pessoas. Para tanto, a teoria de justiça de Sen (2009) é apresentada e relacionada a teorias sobre a formação do indivíduo e fases críticas de seu desenvolvimento, em específico a formação de aspectos cognitivos e não cognitivos e sua interação. Ao fim, são indicados caminhos para a educação voltada para a justiça. / This study aims to examine the development of the sense of justice following Amartya Sen’s (2009) social choice and incomplete rank justice theory. Alongside this, in order to present some alternatives about public policies in schools that could encourage the flourishing of a sense of justice, a reflection about ways to educate citizens towards justice is made. To do so, Sen’s Idea of Justice is introduced and related to theories about individual development, combined with an analysis of sensitive stages of human development. Particular attention is given on the interaction of cognitive and non-cognitive abilities. At the end, some thoughts about public policies and the education system are made.

Managers have begun to respond to customers' online reviews of services on online review websites. However, it is not known how viewers evaluate company-initiated service recovery in the form of manager responses to online reviews. This research has three objectives: (1) to explore how managers are currently responding to electronic word of mouth; (2) to investigate whether a manager's response to electronic negative word of mouth (eNWOM) positively influences viewers' behavioral intentions; (3) to examine which elements in a manager's responses increases viewers' evaluations of trust and behavioral intentions towards the company. Three studies were conducted, one for each objective. Study "1 examined 21,211 online reviews and manager responses from Tripadvisor.com from 184 hotels in five cities. Study "2 was a single-factor between-subject experimental design by manipulating a manager's response to eNWOM (response message vs. no response message) through scenarios. Study "3 was a 2 (procedural justice: high vs. low) x 2 (interactional justice: high vs. low) x 2 (social presence: high vs. low) between-subject experimental design that manipulated manager's responses through scenarios. Findings from Study "1 revealed that managers were more likely to respond to eNWOM compared to neutral word of mouth. A content analysis of 432 company responses to eNWOM determined that managers used nine online review management strategies: appreciation, apology, future patronage encouragement, explanation, follow up, flexibility, correction, compensation, and social presence. Results from Study "2 indicated that viewers were more likely to visit a restaurant when a manager responded to eNWOM compared to no response to eNWOM. Results from Study "3 revealed a three-way interaction of procedural justice, interactional justice, and social presence on trust. There were also main effects of procedural justice and interactional justice on trust. Additionally, results provided partial support for the mediating role of trust in the relationship between the three-way interaction and behavioral intentions. This study contributes to the online service recovery literature and online trust formation literature by enhancing the understanding of how viewers evaluate manager responses to eNWOM and how social presence can be used with procedural justice and interactional justice to enhance trust in the online review management context. Service organizations should create a comprehensive online review system to respond to eNWOM and identify ways to enhance procedural justice, interactional justice, and social presence into their responses. Online review websites should encourage companies to provide managerial response to online complaints and allow for social presence and enhanced creative options in manager responses.

Title: Service Failure och Service Recovery inom snabbmatskedja branschenLevel: Bachelor’s degreeFörfattare: Sami Sami & Aya BelkhairSupervisor: Peter EkDate: 2022 - JuneAim: The purpose of the study is to explore the methods that leaders and employees in the fast-food industry apply to create a Service Recovery (SR).Method: Qualitative study based on a deductive research approach, the interpretation of the result has been in accordance with a thematic analysis method. The empirical data has been collected with the help of semi-structured interviews that have taken place on site.Result and conclusion: The study has proven that the methods used for Service Recovery in the fast-food industry differ in details from the ordinary restaurant industry. Customers have more options in the form of offerings and easier access to the restaurant, which leads to their complaints being compensated more effectively. Contribution of the thesis: The attention of new Service Failure in the fast-food industry that did not occur in previous studies.Suggestion for future research: Investigate why different restaurants within the same franchise have varying SRs and guidelines.Keywords: Service Recovery, Service Failure, Interpersonal Failure, Core Failure, Processual Failure, Brand Credibility, Justice Theory

Sammanfattning Bakgrund - Den drastiska ökning beträffande utvecklingen av självbetjäningsteknologier de senaste decennierna, inte minst inom banksektorn, har medfört såväl möjligheter som utmaningar för användande kunder. En av dessa utmaningar är den frånvaro av mänsklig företagsinteraktion som tjänsteutövandet via dessa självbetjäningsteknologier medför vilket framförallt gör sig påtagligt i situationer av självbetjäningsmisslyckanden och en därefter påföljande åtgärdshanteringsprocess. I denna kritiska situation är det av vikt att som företag förstå sig på hur kunden upplever händelseförloppet i sin helhet för att med hjälp av en önskvärd åtgärdshanteringsprocess möjliggöra för att kundens upplevelse ter sig så positiv som möjligt trots ett inträffat självbetjäningsmisslyckande. Syfte - Baserat på tidigare forskning är syftet med denna uppsats att fördjupa förståelsen för kundens upplevelser och hur dessa tar sig uttryck vid processen av åtgärdshantering med anledning av ett självbetjäningsmisslyckande, samt de faktorer vilka influerar kundens upplevelser i denna situation. Metod - Denna uppsats tar avstamp i en kvalitativ forskningsmetod där 13 semistrukturerade intervjuer ligger till grund för insamlandet av studiens empiri. Studiens respondenter bestod av bankkunder inom olika bankverksamheter vilka alla upplevt ett tjänstemisslyckande samt en efterföljande åtgärdshanteringsprocess via bankens självbetjäningsteknologier. Slutsats - Ett självbetjäningsmisslyckande och en efterföljande åtgärdshanteringsprocess karakteriseras i form av att inledningsvis skapa negativa upplevelser hos kund, främst genom uttryckt frustration, besvär och stresspåslag, för att sedan i en helhetsbedömning vid processens slutskede lyfta fram allt mer positiva aspekter i koppling till upplevelsen. Faktorer vilka inverkar på kundens upplevelser i denna situation är tid, omgivning, förväntningar likväl som personalens bemötande, självbetjäningsteknologins teknologiska och designmässiga bemötande samt företagets regler och policys. Nyckelord - Kundupplevelser, rättviseteori, självbetjäningsteknologi, självbetjäningsmisslyckande, åtgärdshantering. / Abstract Background - The incredible increase in the development of self-service technologies during the recent decades, not least within the banking sector, has brought about opportunities as well as challenges for customers using the technologies. One of these challenges is the absence of human interaction with business personnel which the service performance through these technologies entails, which is especially evident in situations of self-service failures and a subsequent service recovery process. In this critical situation it is important for companies to understand how the customer experiences the sequence of events in its entirety in order to, by means of a desirable service recovery process, enable the customer’s experience to be as positive as possible despite an occurrence of a self-service failure. Purpose - Based on previous research, the purpose of this paper is to deepen the understanding of the customer’s experiences and how these are expressed in the process of service recovery due to a self-service failure, as well as the factors influencing the customer’s experiences in this situation. Method - This study is based on a qualitative research method including 13 semi structured interviews which forms the basis of the collected empirical evidence. The respondents of this study consisted of banking customers from different banking businesses all of whom have experienced a service failure followed by a service recovery process through the bank’s self-service technologies. Conclusions - A self-service failure and a subsequent process of service recovery is characterized in terms of initially creating negative customer experiences, primarily through expressed frustration, inconvenience and stress, to then in an overall assessment at the end of the process highlighting the more positive aspects linked with the experience. Factors influencing the customer experience in this situation are time, context, expectations as well as the reception of personnel, the technological and design based reception of the self-service technology and also the company rules and policies. Keywords - Customer experience, justice theory, self-service technology, self-service failure, service recovery.

This study explores all due process hearings that occurred in Texas public school districts from 2010-2015. Special attention was paid to the reasons for the hearings within the legal reports addressed and their outcomes. The study was conducted using a quantitative approach involving a legal document content analysis of due process hearings to select the participants to be interviewed with a qualitative semi-structured interview protocol. Following this process, nine participants from one district were interviewed. Responses were then analyzed for themes and patterns using qualitative methods, and conclusions were drawn based on the data. The study found that campus and central office administrators believed socio-economic levels, lack of empathy shown to parents, and distrust contributed to parents' decisions to file due process complaints or litigation. They also believed that placement decisions influenced by student discipline, parent denial about the impact of the disability on children, and parent entitlement played a role. Lastly, the nine participants found that parent advocacy and communication were strong contributors to the amount of due process hearings held at Evergreen ISD.

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Submitted by Maicon Juliano Schmidt (maicons) on 2015-03-23T18:42:37Z No. of bitstreams: 1 Arnaldo Bastos Santos Neto.pdf: 2045082 bytes, checksum: df5bb0c83365c86e1e276044ad385a97 (MD5) / Made available in DSpace on 2015-03-23T18:42:37Z (GMT). No. of bitstreams: 1 Arnaldo Bastos Santos Neto.pdf: 2045082 bytes, checksum: df5bb0c83365c86e1e276044ad385a97 (MD5) Previous issue date: 2010-12-06 / Nenhuma / A presente tese, eminentemente bibliográfica, se propõe investigar a questão da justiça nas obras de dois grandes pensadores do direito no século XX, o jurista austríaco Hans Kelsen e o sociólogo alemão Niklas Luhmann. O estudo se justifica pela atualidade que a questão da justiça possui como um dos temas centrais da teoria jurídica, da antiguidade aos dias atuais. A escolha dos dois autores vincula-se às posições teóricas de ambos no que diz respeito à autonomia do direito em relação à moral, o que os coloca num mesmo campo dentro do pensamento jurídico. Por um lado, Kelsen colocou em xeque, ainda com sua Teoria Pura do Direito ainda prisioneira do paradigma da teoria da ação, os aportes tradicionais das teorias jusnaturalistas, esvaziando os significados da justiça a ponto de denunciá-la como um ideal irracional a serviço de motivações ideológicas, produzindo um abandono de qualquer tentativa de fundamentar racionalmente a ideia de justiça. Por outro, Luhmann recupera a discussão da justiça dentro de um outro paradigma, o da teoria dos sistemas, que muda o foco de observação das teorias precedentes, centradas na ação individual ou no individualismo metodológico, para a observação das comunicações que operam internamente e entre si os diversos subsistemas sociais. As conclusões de Luhmann sobre a justiça como fórmula de contingência do subsistema jurídico, bem como as contribuições surgidas do diálogo entre a obra deste com pensadores como Gunther Teubner, Jacques Derrida e Michael Walzer, indicam a possibilidade de uma fundamentação para a justiça compreendida dentro de uma racionalidade sistêmica, adequada para a compreensão dos fenômenos que envolvem a sociedade fragmentada e global de nossa época. / This doctoral thesis, eminently bibliographical, proposes to investigate Law in the works of two great twentieth century philosophers of law: Austrian jurist Hans Kelsen and German sociologist Niklas Luhmann. The research justifies itself by the up- to-dateness that the question of justice has as one of the central subjects of jurisprudence, from ancient times to nowadays. The choice of the two authors is due to the theoretical positions of both of them related to the autonomy of law towards moral which situates them in a same field inside legal thinking. On one hand, Kelsen disputed, with his Pure Theory of Law - still captive of the paradigm of action theory -, the traditional contributions of Natural Law theories, empting the meanings of justice to the point of denuncing it as an irracional ideal serving ideological motivations, producing an abandonement of any attempt to rationaly fundament the idea of justice. On the other hand, Luhmann brings back the discussion of justice in a different paradigm, that of Systems Theory, which moves the observation focus from the precedent theories, concentrated on individual action or methodological individualism, towards the observation of communication that operates internaly and between themselves the diverse social subsystems. The conclusions of Luhmann about justice as a contingency formula of the legal subsystem, as the contributions that appeared in the dialogue between his work and thinkers as Gunther Teubner, Jacques Derrida and Michael Walzer, indicate the possibility of a fundamentation of justice understood within a systemical rationality, adequate to the understanding of the phenomena that surround the fragmented and global society of our time.

Inom forskningsområdet tjänståterställning arbetar forskare och företag med att identifiera servicefel samt hitta effektiva sätt att lösa kunders problem. Trots detta skapar klagomålshantering problem för företag och det finns många utvecklingsmöjligheter. Att få kunskap om hur kunder upplever klagomålssituationer fysiskt och psykiskt kan därmed vara betydelsefull information för företag. Inom detta forskningsområde saknas det innovativa fältstudier som involverar verkliga beteenden. Det saknas även fältexperiment med elektrodermal aktivitet (EDA) som mätinstrument. EDA mäter autonom sympatisk upphetsning som är integrerad med emotionella och kognitiva tillstånd, vilket möjliggör mätning av individers omedvetna känslor. Därav grundas denna studie på ett fältexperiment där deltagarnas fysiska och emotionella reaktioner har kunnat dokumenteras och göras kvantifierbara genom EDA. Syftet med denna studie är att förklara hur kunders emotionella och fysiska reaktioner påverkas när de klagar på en produkt medan de exponeras för fysiska temperaturstimuli. Denna studie har ett positivistiskt forskningsperspektiv, en kvantitativ forskningsstrategi och en deduktiv ansats. Det empiriska materialet består av insamlad data från enkäter och EDA-band. Resultatet från studien visar att ju allvarligare ett problem är, desto större negativ påverkan har det på kundnöjdhet, lojalitet samt word of mouth (WOM). Det visar även att det finns ett samband mellan interpersonell värme, kundnöjdhet och lojalitet, men inte WOM. Resultaten indikerar även att fysisk värme inte kan dämpa emotionella reaktioner samt att fysisk kyla har en effekt på emotionella reaktioner. Slutligen kan det konstateras att fysisk värme ökar interpersonell värme samt att fysisk kyla inte ökar interpersonell värme. / Within the research area of service recovery, researchers and companies try to identify service errors and find effective ways to solve customers' problems. Despite this, complaint handling creates problems for companies and there are many opportunities for development. Gaining knowledge about how customers experience complaint situations physically and psychologically can therefore be important information for companies. In this area of research, there is a lack of innovative field studies involving real-world behaviors. There is also a lack of field experiments with electrodermal activity (EDA) as a measuring instrument. EDA measures autonomic sympathetic arousal that is integrated with emotional and cognitive states, allowing measurement of individuals' unconscious emotions. Hence, this study is based on a field experiment where the participants physical and emotional responses have been documented and made quantifiable through EDA. The purpose of this study is to explain how customers emotional and physical reactions are affected when they complain about a product while exposed to physical temperature stimuli. This study has a positivist research perspective, a quantitative research strategy and a deductive approach. The empirical material consists of collected data from surveys and EDA measurement. The results from the study show that the more serious a problem is, the greater the negative impact is on customer satisfaction, loyalty and word of mouth (WOM). It also shows that there is a relationship between interpersonal warmth, customer satisfaction and loyalty, but not WOM. The results also indicate that physical warmth cannot dampen emotional responses and that physical cold has an effect on emotional responses. Finally, it can be stated that physical warmth increases interpersonal warmth and that physical coldness does not increase interpersonal warmth.

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