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A CIT investigation of servicescape failures and associated recovery strategies

K. Douglas Hoffman (Professor of Marketing, Marketing Department, College of Business, Colorado State University, Fort Collins, Colorado, USA)
Scott W. Kelley (Associate Professor of Marketing, Marketing Department, College of Business, University of Kentucky, Lexington, Kentucky, USA)
Beth C. Chung (Assistant Professor of Marketing, Department of Management, College of Business, San Diego State University, San Diego, California, USA)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 July 2003

7666

Abstract

This study was undertaken to investigate service failures relating to problems with the management of the servicescape. Of the 1,370 failure critical incidents collected, 123 were identified as servicescape failures. The three primary types of servicescape failures most likely to occur, listed in order of frequency, include cleanliness issues, mechanical problems, and facility design issues. The study also identifies eight servicescape subfailure type categories and discusses failure ratings, recovery strategies, recovering ratings and customer retention rates.

Keywords

Citation

Hoffman, K.D., Kelley, S.W. and Chung, B.C. (2003), "A CIT investigation of servicescape failures and associated recovery strategies", Journal of Services Marketing, Vol. 17 No. 4, pp. 322-340. https://doi.org/10.1108/08876040310482757

Publisher

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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