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Market oriented learning and customer value enhancement through service recovery management

Khanh V. La (Khanh V. La is based at the School of Marketing, RMIT University, Melbourne, Australia)
Jay Kandampully (Jay Kandampully is based at the Ohio State University, Columbus, Ohio, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 2004

Abstract

While recovering from service failures is often viewed as an operational concern, service providers can also adopt a strategic and conceptual service vision for managing their service recovery. This paper discusses how the management of service failures can be utilised as a catalyst to effectively initiate organization‐wide learning and can serve as a reflection of the firm's market orientation to enhance value. Failure‐recovery, at its inception, acts as an external‐to‐internal trigger that initiates numerous changes (innovations) – operational changes, strategic changes and conceptual changes. These changes guide the implementation of various value enhancing innovations throughout the entire organization and positively affect the firm's service vision and mission.

Keywords

Citation

La, K.V. and Kandampully, J. (2004), "Market oriented learning and customer value enhancement through service recovery management", Managing Service Quality: An International Journal, Vol. 14 No. 5, pp. 390-401. https://doi.org/10.1108/09604520410557994

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited