Service problems and recovery strategies: an examination of the critical incident technique in a business‐to‐business market

1998 ◽  
Vol 26 (11) ◽  
pp. 429-438 ◽  
Author(s):  
Larry Lockshin ◽  
Gordon McDougall
Keyword(s):  
Critical Incident ◽  
Critical Incident Technique ◽  
Business Market ◽  
Recovery Strategies ◽  
Business To Business

Diagnosing Service Success and Failure Incidents in the Consumer-to-Business Sharing Economy

2022 ◽  
Vol 30 (2) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Critical Incident ◽  
Service Providers ◽  
Service Failure ◽  
Sharing Economy ◽  
Critical Incident Technique ◽  
Card Sorting ◽  
Key Factors ◽  
Recovery Strategy ◽  
Recovery Strategies

This study uses the critical incident technique to collect and analyze incidents of service failure and success involving a logistics sharing service in which the service providers are individuals. The authors also explore the key factors that affect customer satisfaction, along with the official and ideal recovery strategies. Data is based on interviews with 35 business users in Taiwan in 2017. A card sorting exercise is employed to classify the collected incidents and strategies into categories. The results show that the determinants of success and failure in logistics sharing services include drivers, platform operation, the matching system, and communication. Compensation is the most effective recovery strategy, whereas doing nothing is the least effective. Suggestions based on our results can help managers of the sharing economy to avoid or recover from failures and attain success.

scholarly journals Diagnosing Service Success and Failure Incidents in the Consumer-to-Business Sharing Economy

2022 ◽  
Vol 30 (2) ◽  
pp. 1-16
Author(s):  
Shiu-Li Huang ◽  
Ya-Jung Lee
Keyword(s):  
Customer Satisfaction ◽  
Critical Incident ◽  
Service Providers ◽  
Service Failure ◽  
Sharing Economy ◽  
Critical Incident Technique ◽  
Card Sorting ◽  
Key Factors ◽  
Recovery Strategy ◽  
Recovery Strategies

This study uses the critical incident technique to collect and analyze incidents of service failure and success involving a logistics sharing service in which the service providers are individuals. The authors also explore the key factors that affect customer satisfaction, along with the official and ideal recovery strategies. Data is based on interviews with 35 business users in Taiwan in 2017. A card sorting exercise is employed to classify the collected incidents and strategies into categories. The results show that the determinants of success and failure in logistics sharing services include drivers, platform operation, the matching system, and communication. Compensation is the most effective recovery strategy, whereas doing nothing is the least effective. Suggestions based on our results can help managers of the sharing economy to avoid or recover from failures and attain success.

The Critical Incident Technique: Method or Methodology?

2019 ◽  
Vol 29 (7) ◽  
pp. 1065-1079 ◽  
Author(s):  
Roderik F. Viergever
Keyword(s):  
Data Collection ◽  
Critical Incident ◽  
Quality Care ◽  
Critical Incident Technique ◽  
Satisfaction With Care ◽  
Care Provision ◽  
Services Research ◽  
Data Collection And Analysis ◽  
Or Methodology ◽  
Good Quality Care

The critical incident technique (CIT) is a qualitative research tool that is frequently used in health services research to explore what helps or hinders in providing good quality care or achieving satisfaction with care provision. However, confusion currently exists on the nature of the CIT: Is it a method for data collection and analysis or a methodology? In this article, I explain why this distinction is important and I argue that the CIT is a methodology (and not a method) for the following reasons: Key methodological dimensions are described for the CIT; it has a clear focus; studies that apply this technique make use of various methods for data collection and analysis; it describes, explains, evaluates, and justifies the use of a specific format for those methods; it implies philosophical and practical assumptions; and studies that use the CIT cannot easily make use of additional methodologies simultaneously.

An Introduction to Project End Theory in Project Management

2017 ◽  
Vol 8 (3) ◽  
pp. 69-81 ◽  
Author(s):  
Umar A. Altahtooh ◽  
Margaret W. Emsley
Keyword(s):  
Project Management ◽  
Mixed Method ◽  
Critical Incident ◽  
Critical Incident Technique ◽  
Time Error ◽  
Management Software ◽  
Project Duration ◽  
Project Outcomes ◽  
Execution Phase ◽  
Almost All

Almost all project management software has lack of displaying the outcomes of projects as a feature. This is because there is no recognized way of calculating the actual project duration compared to the authorized project duration. Data were collected through a mixed method using a Critical Incident Technique (CIT) and a survey. The study finds that time error can occur throughout the project execution phase. Findings suggest that challenged projects could be successful or failed projects using a model of IT Project Outcomes Testing (MITPOT). Thus, this model establishes a foundation of Project End Theory (PET).

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