THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR

Nazlı Gülfem Gidener Özaydın

doi:10.18026/cbusos.03006

THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR

Öz

The customer’s perspective on the service quality is highly significant in logistics service sector as in any other sector. The biggest threat posed by service failures is the possibility of negatively influencing the customer’s perceptions on the service they receive and the service provider they work with. Therefore, service providers must implement an effective recovery strategy in the shortest time possible and satisfy the customers once again. Service providers which fail to satisfy their customers are expected to suffer a great decrease in their performance due to troubles related with competitive advantage, sustainability, profits and financial stamina, customer retention and attracting new customers. Thus, first service failures must be identified and recovered from as quickly as possible and the reasons underlying the occurrence of these service failures must be explored and removed to ensure it won’t happen again. This study has been designed to explore the general and specific business to business service quality, the service failure and recovery strategies dimensions in logistics sector and aims to contribute to the business to business marketing literature.

Ayrıntılar

Birincil Dil

Türkçe

Konular

-

Bölüm

-

Yazarlar

Nazlı Gülfem Gidener Özaydın Bu kişi benim

Yayımlanma Tarihi

25 Ekim 2016

Gönderilme Tarihi

19 Nisan 2016

Kabul Tarihi

-

Yayımlandığı Sayı

Yıl 2016 Cilt: 14 Sayı: 2

DOI

https://doi.org/10.18026/cbusos.03006

IZ

https://izlik.org/JA26KH82TL

Kaynak Göster

RIS / Bibtex

APA

Gidener Özaydın, N. G. (2016). THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi, 14(2). https://doi.org/10.18026/cbusos.03006

AMA

1.Gidener Özaydın NG. THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi. 2016;14(2). doi:10.18026/cbusos.03006

Chicago

Gidener Özaydın, Nazlı Gülfem. 2016. “THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR”. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi 14 (2). https://doi.org/10.18026/cbusos.03006.

EndNote

Gidener Özaydın NG (01 Temmuz 2016) THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi 14 2

IEEE

[1]N. G. Gidener Özaydın, “THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR”, Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi, c. 14, sy 2, Tem. 2016, doi: 10.18026/cbusos.03006.

ISNAD

Gidener Özaydın, Nazlı Gülfem. “THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR”. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi 14/2 (01 Temmuz 2016). https://doi.org/10.18026/cbusos.03006.

JAMA

1.Gidener Özaydın NG. THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi. 2016;14. doi:10.18026/cbusos.03006.

MLA

Gidener Özaydın, Nazlı Gülfem. “THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR”. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi, c. 14, sy 2, Temmuz 2016, doi:10.18026/cbusos.03006.

Vancouver

1.Nazlı Gülfem Gidener Özaydın. THE SERVICE FAILURE AND RECOVERY STRATEGIES IN LOGISTICS SERVICE SECTOR. Manisa Celal Bayar Üniversitesi Sosyal Bilimler Dergisi. 01 Temmuz 2016;14(2). doi:10.18026/cbusos.03006