%0 Journal Article
	%A Jun Luo and  Weiguo Zhang. and  Dabin Qin
	%D 2010
	%J International Journal of Economics and Management Engineering
	%B World Academy of Science, Engineering and Technology
	%I Open Science Index 42, 2010
	%T The Service Failure and Recovery in the Information Technology Services
	%U https://publications.waset.org/pdf/12733
	%V 42
	%X It is important to retain customer satisfaction in
information technology services. When a service failure occurs,
companies need to take service recovery action to recover their
customer satisfaction. Although companies cannot avoid all problems
and complaints, they should try to make up. Therefore, service failure
and service recovery have become an important and challenging issue
for companies. In this paper, the literature and the problems in the
information technology services were reviewed. An integrated model
of profit driven for the service failure and service recovery was
established in view of the benefit of customer and enterprise.
Moreover, the interaction between service failure and service recovery
strategy was studied, the result of which verified the matching
principles of the service recovery strategy and the type of service
failure. In addition, the relationship between the cost of service
recovery and customer-s cumulative value of service after recovery
was analyzed with the model. The result attributes to managers in
deciding on appropriate resource allocations for recovery strategies.
	%P 1030 - 1034