Despite the best of intentions, every service organization experiences service failures, but the best service systems create plans to identify, correct, and prevent repeated failure.

In a new report from the Cornell Center for Hospitality Research (CHR), two service researchers have developed a comprehensive model for a “self-healing” service system.

“Recognizing that the best service operators seek continuous improvement, we wanted to present a systematic approach to assessing customer satisfaction in all phases of the service experience,” said Ford.

“That includes before, during, and after the service. We wanted to help service operators have ways in place to heal any part of the service delivery system that is broken. That is the idea of a ‘self-healing system.’”

Sturman added: “Our report contains a comprehensive model that includes a wide variety of service research studies. The many ideas and examples will help managers set up systems that will allow both employees and managers to identify and fix problems.”

The report, “Designing a Self-Healing Service System: An Integrative Model,” by Robert Ford and Michael Sturman, is available at no charge from the CHR, at: 

www.hotelschool.cornell.edu/research/chr/pubs/reports/2011.html

Ford is a professor in the College of Business at the University of Central Florida, and Sturman is The Kenneth and Marjorie Blanchard Professor of Human Resources at the Cornell University School of Hotel Administration.

Contact:  Jane Henion, 607.255.9780, jmh222@cornell.edu