The Causal Relationship on Quality-Centered Organizational Culture and Its Impact on Service Failure Service Recovery

摘要

IntroductionThis research investigates and proposes the relationship between service failure and service recovery in the food service industry.A strategic operation scheme is examined to find factors that improve customers' satisfaction or loyalty,stimulates to revisit,or increase potential customers.Based on system dynamics modeling method,a simulation model was proposed that describes human relations between service failure and service recovery and total quality management (TQM)-centered organizational culture in the food service industry.The study contributes to the further understanding of the activity direction of TQM-centered organizational culture for the management improvement through service recovery.