Published Date
Hits: 5238
Main Topic: Finishing a Research Thread on Restaurant Service Failure Recovery
Hosts: James Stanworth, Clyde Warden
In this follow up to Show 57 and Show 58, where we looked at choosing a research topic, how to implement CIT, and service failures across cultural settings. This series of shows have emphasized how to get your research project moving forward and then to publishing. This episode wraps that up with the third paper published from this research thread. Once again, James and Clyde are live at National Cheng Kung University in Tainan Taiwan, in front of an IMBA class of graduate students.
How much to spend on service failure recoveries is a vital service question. In the extension of our restaurant service research, we look at how service failures differ. That difference determines the best recovery approach. Good methodology, solid sample, clear statistical results, and an easy to understand resulting recommendation all add up to a research paper that was hard to publish. Listen to the show to find out why--it way at be what you expect.
Extending a research thread saves a lot of time as you build on the existing literature you are already familiar with. This approach leverages the investment of time to generate what usually turns out to be better quality work the second and third time around. Video resolution is a bit low to shorten download times. To see the slides clearly, use the link below to download the PPT file. Download: Presentation Slides from this presentation. Download: Published Paper from this research project.That's the end of the story after seven years.
Listen To The Show (Audio Only):
Length: 35 minutes. Download MP3 16.55MB (Right click->Save As).
Watch The Show (Video & Audio):
From NCKU in Tainan, Taiwan, Clyde and James.iPod Download MP4 156.42MB (Right click->Save As).
Length: 35 minutes.
QuickTime Download MOV 127.13MB (Right click->Save As).
Windows Media Download WMV 93.71MB (Right click->Save As).
{embed_uri}show_059_cit_3{/embed_uri}
Show Links:
- Emerald award for paper of the year (for this CIT project)
- Emerald's guide to writing the research paper body, where our published manuscript is used in some examples for writing the opening
- Writing the body
- Writing the conclusion
Bottom Line:
- The whole research thread took seven years.
- This last stage develops survey questions from the results of the previous study--converting them into an online survey design.
- With pre-existing groups, confirmatory.
- Process-based service failures require compensation.
- Outcome-based service failures require assistance.
Category: Research Supplement Shows