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Improvisation in service recovery

Miguel Pina e Cunha (Faculdade de Economia, Universidade Nova de Lisboa, Lisboa, Portugal)
Arménio Rego (Universidade de Aveiro, Aveiro, Portugal)
Ken Kamoche (Nottingham Business School, Nottingham Trent University, Nottingham, UK)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 13 November 2009

Abstract

Purpose

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The purpose of this paper is to discuss the role of improvisation in service recovery.

Design/methodology/approach

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The paper is a conceptual discussion that considers the relevance of improvisation in service recovery. It contributes to the clarification of the possible role of improvisation in the transformation of service failures into positive moments of truth.

Findings

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The paper argues that improvisation may be viewed as a relevant, albeit largely ignored, topic in service recovery, and recommends that its role should be the object of theoretical and empirical research.

Practical implications

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Managers may consider the possibility of creating conditions for competent improvisation to occur, such as training in improvisational skills and the creation of organizational contexts that facilitate the convergence of planning and execution in order to better deal with the characteristics of the situation.

Originality/value

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The study addresses the under‐researched role of improvisation in the process of service recovery.

Keywords

Citation

Pina e Cunha, M., Rego, A. and Kamoche, K. (2009), "Improvisation in service recovery", Managing Service Quality: An International Journal, Vol. 19 No. 6, pp. 657-669. https://doi.org/10.1108/09604520911005053

Download as .RIS

Publisher

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Emerald Group Publishing Limited

Copyright © 2009, Emerald Group Publishing Limited

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