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

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.

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

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.

Come Dine with me! Exploring the Behavioural Involvement of Culinary Tourists in Zimbabwe

Restaurants in Zimbabwe have various gastronomic opportunities as Zimbabwean cuisine as it is represented by different ethnic groups, presenting an array of traditional cuisine. At the same time, gastronomic tourism needs to be innovative to survive the harsh travel restrictions and economic downturn caused by the Coronavirus pandemic. As Zimbabwe’s culinary tourism is still in its infancy it will require a post-pandemic recovery strategy. As aspect of this is the attitudes of diners. Thus, the purpose of this study is an examination of the relationship between the Culinary Tourist Value Scorecard (CTVSC) and the behavioural involvement of culinary tourists after visiting Zimbabwean ethnic restaurants. A cross-sectional survey, using a seven-point Likert scale, was employed to generate the data from 500 culinary tourists through convenience sampling. The scores between CTVSC and Culinary Tourist Behavioural Involvement (CTBI) were statistically significant (r = .80, n = 500, p<.001). Thus, hospitality managers must monitor and improve their culinary products while also meeting the needs of first-time and returning diners. It is recommended that state-of-the-art ethnic cuisine menus and refined the service offerings are adopted.

Strategy on Disaster Recovery Management based on Graph Theory Concepts

The COVID-19 pandemic has asserted major baseline facts from disaster anthropology during the last three decades. Resilience could be based on the solution to the question: "What is the maximum amount of destruction, if any, that the graph (a network) can sustain while ensuring that at least one of each technology type remains and that the remaining induced subgraph is properly colored?" The concept of a graph's Chromatic Core Subgraph is a solution to the stated problem. In this paper, the pandemic graphs and certain sequential graphs are developed. For these graphs, the Chromatic core subgraph is obtained. The results of the pandemic graphs' Chromatic core subgraph are used to develop a disaster recovery strategy for the COVID-19 pandemic.

The Recovery Strategies Of Kampoeng Wisata Cinangneng In Facing The New Normal

<p align="center"><strong><em>ABSTRACT</em></strong></p><p><em>In 2020, the COVID-19 pandemic has come to Indonesia and has given some impacts on the entire tourism sector. One of them is the tourist attraction of Kampoeng Wisata Cinangneng. This study aims to find out the recovery strategies adopted by Kampoeng Wisata Cinangneng in dealing with the new normal.</em><em> </em><em>This study uses descriptive qualitative research methods with primary data collection techniques, including the in-depth interviews and supported by secondary data collection of documents.</em><em></em></p><p><em>According to the results of research on managers and workers at Kampoeng Wisata Cinangneng, it is known that the COVID-19 pandemic has a significant impact on this tourist attraction. One of the impacts is the decreasing number of tourists visiting to Kampoeng Wisata Cinangneng, the lowest even up to 0 visit. This situation forced the management of Kampoeng Wisata Cinangneng to formulate a recovery strategy for the new normal. The strategy adopted by Kampoeng Wisata Cinangneng is to apply the CHSE health protocol in accordance with the Decree of the Minister of Health number HK.01.07/MENKES/382/2020 to workers, local people and tourists who come to visit. The strategy includes as making new tour packages in accordance with health protocols, making a new tourist attraction, and selling products made of plants in Kampoeng Wisata Cinangneng.</em><em></em></p><p><strong><em>Keywords</em></strong><em>: Kampoeng Wisata Cinangneng, COVID-19 Pandemic, Recovery Strategy, Tourism Sector</em></p><p><em> </em></p>

Would compensation be necessary? The importance of service recovery strategy in e-retail delivery problems

PurposeThis study examines the different effects of service recovery strategies on customers' future intentions when online shoppers were experiencing delivery failures. Two types of problem severity are evaluated: wrong-product delivery (issues with the product quality or quantity) and late delivery. This study also investigates the impact of service criticality on the relationship between service recovery strategies and customers' future intentions.Design/methodology/approachThis study employs experimental research with 123 online shoppers as participants. Following the results, a subsequent test is conducted to examine the effect of participants' demographics on future intentions. Finally, the current study elaborates the findings using qualitative research, interviewing both sides impacted by the service failures: online shoppers and e-retail managers.FindingsThe findings show that complementing product replacement with monetary compensation is the most effective strategy to improve repurchase intention after a dissatisfaction moment. This effect is indifferent to service criticality and severity. Age influences the participants' repurchase intentions, in which younger people are less tolerant of service failures. In contrast, gender and education level do not provide any differences. To prevent delivery failures, managers participating in this study suggest several best practices regarding systems and infrastructure, people and coordination and collaboration with logistics partners.Research limitations/implicationsThe study mainly examines a limited type of service and service failures. Further studies are encouraged to expand the variables and scenarios, as well as to employ more distinctive methods, to enrich the findings related to recovery strategy in the e-commerce industry.Practical implicationsGiven proper compensation, service failure could create momentum for online retailers to boost customer loyalty. This study suggests that managers design the most effective service recovery to win customers back to the business.Originality/valueThis paper enriches the literature related to a service recovery strategy, particularly within the online shopping context.