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    عنوان :
    Prioritizing of Airline Service Recovery Solutions by Service Problem Deployment Techniqe with a case study in IranAir
    انتشارات : دانشگاه اصفهان
    سال :1386
    زبان : Persian
    شماره سند : 4572
    موضوع :
    پژوهشگر : مهدی طوقیان
    توصیفگر لاتین : ????? ????? ????? Servic Recovery Solution ( SRS) ? Service problem deployment ( SPD) ? The Problem priority matrix ? Customer satisfaction ? Customer complaints management ? Servic failare ? Prioritize service recovery solution ? House of Quality analysi
    توصیفگر فارسی : هتلداری ◄ توریسم ◄ جهانگردی ◄ توریست ◄ گردشگری ◄ گردشگر ◄ ماتریکس اولویت مشکلات ◄ رضایت مشتری ◄ مدیریت شکایت مشتری ◄ شرکت ایران ایر ◄ مدیر ◄ کارکنان ◄ پیوستگی ◄ خطوط هوایی
    دانشکده : دفتر همکاریهای علمی و بین المللی دانشگاه اصفهان ،
    مقطع : کارشناسی ارشد مدیریت هتلداری و توریسم

    استاد راهنما : دکتر ای شاهین، دکتر پی دایک
    استاد مشاور :
    سال دفاع : 1386
    شماره رکورد : 4572
    شماره راهنما : MAN2 228
    فهرست : Table of contents

    1) Introduction 1
    1.1. Introduction 2
    1.2. Research Type 2
    1.3. Keyword 2
    1.4. Problem Statement 3
    1.5. Background of Research 3
    1.6. Research Objectives 4
    1.7 Research Originality and Value 5
    1.8. Research Application 6
    1.9. Research Questions 6
    1.10. Research type 6
    1.10.1. Research population 7
    1.10.2. Data collection tools 7
    1.11. Chapter design 7
    1. 11.1. Chapter 2 7
    1.11.2. Chapter 3 7
    1. 11.3. Chapter 4 8
    1. 11.4. Chapter 5 8


    2) Literature review 9
    2.1. Introduction 10
    2.2. Effects of service failure on trust and commitment 23
    2.3. Service failure and employee response 24
    2.4. Service failures and service quality gaps analysis 25
    2.5. Reasons for customer dissatisfaction and switching behavior 27
    2.6. Customer responses to service failure 28
    2.7. Core service failures 29
    2.8. Level of service failure and service recovery 30
    2.9. Criticality 31
    2.10. Objective Service Failures and Consumer Complaints:
    Supporting Evidence 32
    2.10.1. Objective Service Failures and Consumer Complaints:
    Opposing Evidence 34
    2.10.2 Relationships between Objective Service Failures across 36
    2.10.3. Relationships between Objective Service Failures
    and Complaints 39
    2.11. Complaints in the airline industry 40
    2.11.1. The complaints of frequent flyers 43
    2.11.2. Free tickets and upgrade of the flight class 44
    2.11.3. Personnel 44
    2.11.4 Card ownership 45
    2.11.5. Priority services offered within the program 46
    2.11.6. Alliances with the other airlines 46
    2.12. Service recovery solutions 47
    2.12.1. The complaining process 47
    2.12.2. Service recovery 49
    2.13. Service recovery: from potential defector to loyalist 57
    2.14. Benefiting from service recovery and addressing complaints
    and solving problems 58
    2.15. Recovery methods and Guidelines 61
    2.16. Service failure recovery training 66
    2.17. Organizational actions 70
    2.18. Employee actions 72
    2.19. Service recovery options: the technology of service 73
    2.20. Attribution Theory and Justice Theory 75
    2.21. Service recovery strategies 79
    2.22. The service recovery plan 84
    2.23 Quality function deployment 86
    2.23.1 QFD and the House of quality (HoQ) 88
    2.23.2. Some of the important objectives of QFD 92
    2.24. QFD Applications to Services 93


    3).Research methodology 98
    3.1. Introduction 99
    3.2. New theoretical methodology 99
    3.2.1. Service Problem Deployment 99
    3.2.2. The Problem Priority Matrix 100
    3.2.3. A comprehensive HoQ for SPD 103
    3.2.4. A comprehensive set of service failures in the
    air line industry 104
    3.2.5. A comprehensive set of service recovery solutions 106
    3.2.6. Questionnaire design 107
    3.3. Validity of the questionnaire 107
    3.4. Reliability analysis 108
    3.5. Research population and sample 108
    3.5.1. Research population 108
    3.5.2. Research sample 108
    3.6. Data analysis/technique 109
    3.7. Research executive framework 109


    4) Research Analysis 111
    4.1. Introduction 112
    4.2. IranAir Company 112
    4.3. Data gathering 114
    4.4. Reliability analysis 115
    4.4.1. Mean and standard deviation of the data 115
    4.4.2. One-sample t- test 115
    4.4.3. Mean comparisons 118
    4.4.4. Correlation analysis 137
    4.5. Prioritizing SRS using HoQ of SPD 158


    5) Conclusions and recommendations 165
    5.1. Introduction 166
    5.2. Conclusions 167
    5.3. Limitations 169
    5.4. Recommendations and suggestions for future studies 170


    References 173


    Appendices
    Appendix A: Research questionnaire (Service failure questionnaire)
    Appendix B: Research questionnaire (Service recovery questionnaire)



    چکیده :


    چکیده انگلیسی :
    Abstract Nowadays, the competitive world of businesses forces organizations to seriously increase their customer satisfaction and loyalty and the leading companies have conducted and experienced almost all of the related strategies. Meanwhile, customer complaints management and service recovery solutions provide new competitive advantages to the organizations and those who use more effective solution to manage service failures is more expected to win the competition. In this thesis, a new methodology has been proposed to prioritize service recovery solutions, based on service failures. For this purpose, literature has been reviewed and classified, considering its contribution to different parts of the methodology. Two comprehensive sets of service failures and service recovery solutions have been developed, which in turn has supported the House of Quality (HoQ) analysis. The proposed methodology has been examined in IranAir as the major airline in Iran. Data had been gathered from designed questionnaires a statistically was analyzed. After computing the matrix in HoQ, The total values of the service recovery solutions have been found and prioritized. Then they have been compared with the priorities from managers' point of view and the differences have been finally highlighted. The outcomes imply that the new methodology has the capability to be specialized for particular airlines, such as IranAir. The difference between the results of the proposed methodology and the managers point of view outlines the fact that the new methodology is much more effective than the traditional approaches, in which the service recovery solutions are prioritized based on managers' point of view. However, some recommendations and suggestions has been presented, by which the applicability and effectiveness of the proposed methodology is expected to increase. Keyword: Service, Problem, Deployment, Recovery, Complaint, Failure, Technique and Airline


    کلید واژه ها :
    هتلداری ◄ توریسم ◄ جهانگردی ◄ توریست ◄ گردشگری ◄ گردشگر ◄ ماتریکس اولویت مشکلات ◄ رضایت مشتری ◄ مدیریت شکایت مشتری ◄ شرکت ایران ایر ◄ مدیر ◄ کارکنان ◄ پیوستگی ◄ خطوط هوایی,گسترش کیفیت خدمات Servic Recovery Solution ( SRS) ◄ Service problem deployment ( SP

    December 2007 / 1386
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