Emerald Group Publishing Limited
Copyright © 2009, Emerald Group Publishing Limited
Article Type: Editorial From: Journal of Service Management, Volume 20, Issue 3
This issue of the Journal of Service Management features two selected papers that were presented at the 10th International Research Seminar in Service Management held in La Londe, France in Spring 2008. The conference is organized every two years by the I.A.E. Aix-en-Provence and proposes a unique formula enabling cross-disciplines exchanges, time for discussion, and conviviality.
Two papers were selected because they represent at best the spirit that guides the Seminar since its very beginning: a multidisciplinary view of service activities.
First, the paper by Stefan Michael, David Bowen, and Robert Johnston explores the reasons why service recovery efforts often fail. The authors argue that cross-functional tensions can interfere with the implementation of principles and practices of successful recovery. More precisely, the conflicting perspectives among customer recovery, process recovery, and employee recovery may hinder the effectiveness of the company’s efforts. Their paper nicely synthesizes the literature on service recovery, offers new insights and ideas, and stimulates interdisciplinary approaches to service recovery research. What is more, it provides important implications and recommendations for managers.
Second, the paper by Juliet F. Poujol highlights the conflicting roles of sales contest and service quality management. It positions service climate as an antecedent of service quality and studies the effects of sales contest characteristics on service climate. The study reveals that sales contests, whatever their form, negatively affect service climate. Other results of the research are unexpected and what is interesting is that the article considers not only direct effects of sales contest characteristics but also their combined effects.
Both papers offer a stimulating contribution to interdisciplinary research on service activities. We hope they will serve as a springboard for further research across disciplines.
Finally, we wish to thank the reviewers that have kindly accepted to revise the papers and the Editor for having encouraged and supported this initiative.
Sylvie Llosa, Kiane Goudarzi, Chiara Orsingher