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International Conference on Applied Human Factors and Ergonomics

AHFE 2017: Advances in Human Factors, Business Management and Leadership pp 77–85Cite as

Service Recovery Model Based on the Fulfillment of the Value Promise

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Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 594))

Abstract

This research represents a quantitative correlational study to identify the relationship or degree of association that takes place when concepts of service recovery and degree of compliance, as related to the value proposition of an organization or company, in this case, restaurants in the city of Querétaro, México. During the study, these two variables will be measured and their links will be quantified, analyzed and established, and hypotheses derived from the theoretical framework will be proved. The main utility of correlational studies is to learn how a concept or a variable can behave in respect to behavior of other related variables. Particularly, we aim to understand the relationship between service recovery and value proposition to enable predictions and quantify the relations between both variables.

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Author information

Authors and Affiliations

  1. Marketing and International Business Department, ITESM Campus Querétaro, Epigmenio Gonzalez 500, San Pablo, 76130, Querétaro, QRO, Mexico

    Mariana Alfaro

Authors
  1. Mariana Alfaro
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Correspondence to Mariana Alfaro .

Editor information

Editors and Affiliations

  1. Belgafik Oy, University of Vaasa, Vaasa, Finland

    Jussi Ilari Kantola

  2. University of Szeged, Szeged, Hungary

    Tibor Barath

  3. Institute of Maritime Operations, University College of Southeast Norway, Borre, Norway

    Salman Nazir

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Alfaro, M. (2018). Service Recovery Model Based on the Fulfillment of the Value Promise. In: Kantola, J., Barath, T., Nazir, S. (eds) Advances in Human Factors, Business Management and Leadership. AHFE 2017. Advances in Intelligent Systems and Computing, vol 594. Springer, Cham. https://doi.org/10.1007/978-3-319-60372-8_8

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  • DOI: https://doi.org/10.1007/978-3-319-60372-8_8

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-60371-1

  • Online ISBN: 978-3-319-60372-8

  • eBook Packages: EngineeringEngineering (R0)

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