Mary Stanfield Tetreault's research while affiliated with George Mason University and other places
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Publications (2)
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish...
Citations
... After all responses were compiled, each of the researchers of this manuscript sorted responses for each question into a series of categories and subcategories. A constant comparison method was used, which consists of repeated readings while sorting incidents into larger categories based on similarities (Bitner et al., 1990). Inter-rater agreement (IRR) was used to assess coding reliability as recent research finds that percent agreement is the most accurate predictor of inter-rater reliability (Zhao et al., 2022). ...
... With regard to service recovery, the findings showed that the customer focus is on achieving what they were supposed to get in the first place, i.e. the outcome, which is counter to the suggestion of Berry and Parasuraman (1991). So the most successful way of recovering from a service failure is to make things right, eliminate the cause of dis satisfaction with the initial service. ...
