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What is Service Failure

Handbook of Research on Smart Management for Digital Transformation
A disruption of service does not meet a consumer’s expectations.
Published in Chapter:
Digital Transformation and Reimagined Brand Messages for Travelers in the Pandemic: Empirical Investigation on Twitter Data From Cruise Brands
Jiyoon An (Broadwell College of Business and Economics, Fayetteville State University, USA)
DOI: 10.4018/978-1-7998-9008-9.ch013
In the pre-pandemic era, price competition dominates digital brand messages in the tourism industry for “call to action”; however, in the pandemic era, the focus of digital brand messages is to provide aspiration for potential travelers. For example, the cruise industry used to focus on providing information on deals in the communication, but today it appears to maintain attention, interest, and desire for cruise which has not been continued due to pandemic. In the pre-pandemic era, loyalty can be measured by action-level purchase data, but today it can be measured by attitudinal data including reactions to the social media messages. This chapter used text mining methods to examine how various brands adopts different messages strategies with various sentiments and topics. These empirical findings will provide theoretical and managerial implications for digital communication strategies for more reactions and digital brand management for greater loyalty.
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More Results
Long-Term Contracts in the Cellular Phone Industry
A gap that exists between customer expectations and service performance.
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Competing Through Online Service Failures and Recovery Strategies
Service failure occurs when the perceptions of the customer fall below their expectations in the delivery of service.
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Service Failure and Recovery Strategy in Computer-Mediated Marketing Environments (CMMEs)
When a firm or service supplier fails to meet customer anticipations resulting in displeasure during service delivery.
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Impact of Culture on Service Failures and Service Recoveries
Potential problems resulting from variability of services while they are performed.
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