An exploration of relational customers` response to service failure

Purpose – The purpose of this paper is to examine how customers with different relational bonds respond to the same service failure. In particular, the framework to service failure and recovery devised by Fournier and Mick is applied.
Design/methodology/approach – To uncover rich emotional and cognitive responses to service failure, in-depth interviews with eight former and current patrons of an Australian opera were used.
Findings – Three types of relationship were identified: satisfaction-as-love (SaL), satisfaction-as-trust (SaT) and satisfaction-as-control (SaC). Each responded to the same failure in different ways. SaL customers had emotional bonds with the product category and thus reaffiremed their loyalty following the failure. SaT customers saw the service failure and inadequate recovery as a breach of the brand's implied promise and thus excited the relationship. SaC customers took charge of the situation, using their status to improve their situation and then defended the brand.
Practical implications – The findings indicate the importance of customizing service recovery strategies, in this case to those customers with the strongest emotional bonds to the brand, not the product class.
Originality/value – This is the first paper to examine how relational customers respond to service failure and identify how different customer-brand relationships result in different post-failure reactions and expectations of service recovery.

Variation in consumer outcomes : does the type of failure (process or outcome) matter?

Literature suggests that various customer outcomes are likely to be negative after a failed service encounter. Service failures can arise for many reasons and consumers may react differently, depending on the type of failure. This study focuses on exploring whether consumer outcomes differ based on whether the consumer experiences a process failure or outcome failure. The results from this study suggest that variations in consumer outcomes differ across the two types of failures; with consumers generally being more dissatisfied in outcome failure situations as compared to process failure situations.

An empirical investigation of the effect of interaction justice perception on consumer intentions after complaining

This study examined how apology as interaction justice impacts on consumer perceptions of service recovery attempt.  Data was collected using hypothetical scenarios.  Two types of service failures were proposed and the impact of recovery action on each failure type was compared.  Findings include that there is direct effect of recovery action on consumer future intentions in both type of failures.  Implications and direction to the future research were proposed.

Fault detection service architecture for grid computing systems

The ability to tolerate failures while effectively exploiting the grid computing resources in an scalable and transparent manner must be an integral part of grid computing infrastructure. Hence, fault-detection service is a necessary prerequisite to fault tolerance and fault recovery in grid computing. To this end, we present an scalable fault detection service architecture. The proposed fault-detection system provides services that monitors user applications, grid middlewares and the dynamically changing state of a collection of distributed resources. It reports summaries of this information to the appropriate agents on demand or instantaneously in the event of failures.

Multi-criteria content adaptation service selection broker

In this paper, we propose a service-oriented content adaptation framework and an approach to the Content Adaptation Service Selection (CASS) problem. In particular, the problem is how to assign adaptation tasks (e.g., transcoding, video summarization, etc) together with respective content segments to appropriate adaptation services. Current systems tend to be mostly centralized suffering from single point failures. The proposed algorithm consists of a greedy and single objective assignment function that is constructed on top of an adaptation path tree. The performance of the proposed service selection framework is studied in terms of efficiency of service selection execution under various conditions. The results indicate that the proposed policy performs substantially better than the baseline approach.

Hybrid cloud resource provisioning policy in the presence of resource failures

Resource provisiomng is an important and challenging problem in the large-scale distributed systems such as Cloud computing environments. Resource management issues such as Quality of Service (QoS) further exacerbate the resource provisioning problem. Furthermore, with the increasing functionality and complexity of Cloud computing, resource failures are inevitable. Therefore, the question we address in this paper is how to provision resources to applications in the presence of resource failures in a hybrid Cloud computing environment. To this end, we propose three Cloud resource provisioning policies where we utilize workflow applications to drive the system workload. The proposed strategies take into account the workload model and the failure correlations to redirect requests to appropriate Cloud providers. Using real failure traces and workload models, we evaluated the performance and monetary cost of the proposed policies. The results of our experiments show that we can decrease the deadline violation rate of users' requests to as low as 20% with a limited cost on Amazon public Cloud.