Different from the production of goods, the production of services pertains high degree of human labors and interactions. Since this characteristic sometimes can
cause the service failure, which leads to customer dissatisfaction or customer defection, prior researches have insisted that companies and employees should deal
with this as the service recovery. On the other hand, research topics about the relationship between the service failure and customer behavior has not yet been
investigated enough, because prior researches focused mostly on the service recovery studies. This study submitted the theoretical issues about the relationship between the
service failure and customer behavior by reviewing prior researches on service failure.
サービスの失敗と顧客行動との関係性の再検討 サービス・リカバリー研究の批判的考察
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