Cornell Report Details Comprehensive “Self-Healing” Service System

Contact:  Jane Henion, 607.255.9780, jmh222@cornell.edu 
 
FOR IMMEDIATE RELEASE:
Cornell Report Details Comprehensive “Self-Healing” Service System

Ithaca, NY, August 10, 2011 – 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. 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 http://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.

“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.”

Thanks to the support of the CHR partners listed below, all publications posted on the center's website are available free of charge, at www.chr.cornell.edu
 
About The Center for Hospitality Research
A unit of the Cornell School of Hotel Administration, The Center for Hospitality Research (CHR) sponsors research designed to improve practices in the hospitality industry. Under the lead of the center's 75 corporate affiliates, experienced scholars work closely with business executives to discover new insights into strategic, managerial and operating practices. The center also publishes the award-winning hospitality journal, the Cornell Hospitality Quarterly. To learn more about the center and its projects, visit www.chr.cornell.edu.

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