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1 – 10 of over 37000
Article
Publication date: 8 February 2016

K. Douglas Hoffman, Scott W. Kelley and Holly M. Rotalsky

The purpose of this paper is to provide an evaluation of the findings first put forward in the article Tracking Service Failures and Employee Recovery Efforts with the benefit of…

3034

Abstract

Purpose

The purpose of this paper is to provide an evaluation of the findings first put forward in the article Tracking Service Failures and Employee Recovery Efforts with the benefit of hindsight, and to offer directions for further research and developments in the research area.

Design/methodology/approach

Research directions which emanated from the publication of the article have been examined in light of current service(s) marketing theory and practice. As a result, promising current and future strands of research have been identified.

Findings

The original study yielded the initial steps into what has become a systematic step-by-step process that outlines the development and implementation of a service recovery program that now includes failure identification; failure attribution; recovery strategy selection; recovery implementation; and tracking, monitoring and evaluating effectiveness. Subsequent research has linked organistic and mechanistic components of a recovery program to important customer and financial outcomes and the development of a service recovery audit.

Practical/implications

The original study served as a starting point for the development of a set of implications for services marketing practitioners. Specifically, as a result of the original research, a programmatic approach to service recovery was developed that includes the systematic process of failure identification; failure attribution; recovery strategy selection; (4) recovery implementation; and tracking, monitoring and evaluating effectiveness.

Originality/value

The original article was highly rated, and generated discussion and important further research. It has value as a part of the history of service(s) marketing research. The retrospective analysis by the author(s) gives a unique insight into processes and thinking associated with understanding key aspects that contribute to the historical development of service(s) marketing, and provides substantial food for thought for future research directions.

Details

Journal of Services Marketing, vol. 30 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 May 1995

K. Douglas Hoffman, Scott W. Kelley and Holly M. Rotalsky

Demonstrates a method for examining service failures and recoverystrategies in service industries and provides a typology of servicefailures and recoveries in the restaurant…

12080

Abstract

Demonstrates a method for examining service failures and recovery strategies in service industries and provides a typology of service failures and recoveries in the restaurant industry. Based on 373 critical incidents collected from restaurant customers, uses the critical incident technique (CIT) to identify 11 unique failure types and eight different recovery strategies. Additional data regarding the magnitude of the service failure, the service recovery rating, the lapsed time since the failure/recovery incident, and customer retention rates were also collected. Presents this information along with managerial and research implications.

Details

Journal of Services Marketing, vol. 9 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 17 April 2007

Gye‐Soo Kim

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important…

4381

Abstract

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

Details

Asian Journal on Quality, vol. 8 no. 1
Type: Research Article
ISSN: 1598-2688

Keywords

Article
Publication date: 18 March 2016

Yingzi Xu, Sheau Fen Crystal Yap and Kenneth F Hyde

This research investigates customer interactions in an online environment following a service failure, and explores the role of customer-to-customer (C2C) interactions in service

2813

Abstract

Purpose

This research investigates customer interactions in an online environment following a service failure, and explores the role of customer-to-customer (C2C) interactions in service recovery.

Design/methodology/approach

We examine C2C interactions between airline travellers by analysing their detailed conversations posted on an independent complaint forum. We adopt thematic analysis to scrutinise online dialogue that narrates stories about service failures and how they are resolved with the help of other customers.

Findings

Our analysis reveals that other customers act as helpers, educators, listeners and ironists in an online environment following a service failure. We identify information sharing, emotional release, social support, knowledge exchange and learning, and leadership in the online community as forms of C2C service recovery.

Research limitations/implications

This study focuses on C2C service recovery in an online environment; C2C interactions in an offline environment after a service failure are not explored. Future research can apply different research methods to different data sources in order to discover further insights into C2C service recovery.

Practical implications

C2C interactions in service recovery can lead to value creation that enhances customers’ overall satisfaction with their service experiences, and further re-shapes customers’ expectations of the service. Customers are an operant resource for service recovery; thus, service companies should facilitate customer-to-customer interactions that assist successful service recovery.

Originality/value

This research explores the functions and potential impact of online C2C service recovery; that is, service recovery through online C2C interactions. It advances understanding of service recovery by bridging current thinking on customer-dominant logic and the role of C2C interactions.

Details

Marketing Intelligence & Planning, vol. 34 no. 3
Type: Research Article
ISSN: 0263-4503

Article
Publication date: 14 August 2017

Geraldine Vacher

The purpose of this paper is to provide an account of Central and North West London NHS Foundation Trust Mental Health Rehabilitation Services’ experience of utilising Team…

Abstract

Purpose

The purpose of this paper is to provide an account of Central and North West London NHS Foundation Trust Mental Health Rehabilitation Services’ experience of utilising Team Recovery Implementation Plan (TRIP) as a framework to embed recovery-focused practice. The paper explores the challenges to creating recovery-focused services in inpatient settings and sets out how using TRIP has enabled frontline staff to work in partnership with people who use services and coproduce changes in practice and service development.

Design/methodology/approach

The paper draws on the process of utilising TRIP as a methodology to embed recovery-focused practice.

Findings

The account finds that using TRIP as a framework to embed recovery-focused practice supports frontline staff to work in partnership with people who use services and share responsibility for delivering recovery-oriented services, measure progress and drive change.

Originality/value

The paper provides an informative account of implementing TRIP as a framework to embed recovery-focused practice in mental health rehabilitation services. It explores the challenges faced by services in creating recovery-focused services and sets out how the TRIP has been used by teams as a methodology for coproducing, co-delivering and co-reviewing action plans. The paper gives practical examples of keeping the TRIP process alive and identifies several changes to practice and service developments achieved since TRIP’s implementation.

Details

Mental Health and Social Inclusion, vol. 21 no. 4
Type: Research Article
ISSN: 2042-8308

Keywords

Article
Publication date: 1 March 1995

Richard A. Spreng, Gilbert D. Harrell and Robert D. Mackoy

Examines the relative importance of service recovery in determiningoverall satisfaction and behavioral intentions. Recommendations includesuggestions for implementing a service

19202

Abstract

Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.

Details

Journal of Services Marketing, vol. 9 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 13 July 2012

Emily Handley, Olivia Southwell and Julie Steel

Given the increased prevalence of mental health problems amongst people with intellectual disabilities, it seems pertinent to consider how the recovery approach could potentially…

1087

Abstract

Purpose

Given the increased prevalence of mental health problems amongst people with intellectual disabilities, it seems pertinent to consider how the recovery approach could potentially benefit practice within mental health services for people with intellectual disabilities. This paper seeks to explore the similarities between recovery principles and existing approaches in services for people with intellectual disabilities; it also aims to reflect on the potential barriers to the explicit uptake of the “recovery” approach in this context.

Design/methodology/approach

The presence and implementation of “recovery” approaches within mental health services for people with intellectual disabilities are reviewed. This is achieved through an examination of existing practices that could be described as recovery oriented, along with reflections on how these relate to the recovery approach. Questions are raised regarding whether practices can be regarded as “recovery oriented”, without first consulting service users.

Findings

Further consideration is needed about the extent to which mental health services for people with intellectual disabilities are recovery oriented and how recovery would be defined amongst people with intellectual disabilities.

Research limitations/implications

It is suggested that further research using qualitative methodology is conducted, to enable the voice of service users to be heard.

Originality/value

The paper is one of the first to explore the relevance of the recovery approach to people with intellectual disabilities. Given the increasing emphasis on recovery approaches within mainstream services, it seems vital to give consideration to the potential for its meaningful application to people with intellectual disabilities and mental health problems.

Details

Advances in Mental Health and Intellectual Disabilities, vol. 6 no. 4
Type: Research Article
ISSN: 2044-1282

Keywords

Book part
Publication date: 18 July 2007

Dominique A. Keeffe, Rebekah Russell-Bennett and Alastair Tombs

Service recovery strategies have been identified as a critical factor in the success of service organizations. This study develops a conceptual framework to investigate how…

Abstract

Service recovery strategies have been identified as a critical factor in the success of service organizations. This study develops a conceptual framework to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioral responses of consumers, as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2×2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect.

Details

Functionality, Intentionality and Morality
Type: Book
ISBN: 978-0-7623-1414-0

Open Access
Article
Publication date: 27 November 2023

Anupama Sukhu and Anil Bilgihan

The purpose of this research is to investigate the effects of service recovery experiences on customer engagement in negative word-of-mouth (WOM) in the hotel industry and explore…

Abstract

Purpose

The purpose of this research is to investigate the effects of service recovery experiences on customer engagement in negative word-of-mouth (WOM) in the hotel industry and explore the psychological motives and mediating mechanisms driving consumer behavior.

Design/methodology/approach

A scenario-based experimental design on Qualtrics was used, with a pre-test (N = 200). The main study data were collected using Amazon's Mechanical Turk platform.

Findings

Findings reveal that negative service experiences lead to higher engagement in negative WOM compared to positive and satisfactory recovery service experiences. Even well-executed recovery efforts may not completely eliminate negative WOM. The mediating role of emotional responses is substantiated, as heightened negative service experiences result in more intense negative emotional responses, leading to increased engagement in negative WOM.

Originality/value

The study emphasizes the importance of service recovery strategies and the need for businesses to consistently strive for exceptional service quality. It also highlights the complexity of customer reactions to service experiences, suggesting that further research is needed to explore the factors that minimize negative WOM across various service contexts.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 8 November 2023

Gurbir Singh and Abhishek Mishra

Customer participation (CP) in service recovery is one of the ways to co-create value with the service provider. Most existing studies assume that customers are willing to…

Abstract

Purpose

Customer participation (CP) in service recovery is one of the ways to co-create value with the service provider. Most existing studies assume that customers are willing to participate in service recovery, provided the firm offers them the opportunity. In this study, the authors propose the construct named customer intention to participate in service recovery (CIPSR), develop a scale for it and argue that it is not always implicit but rather is dependent on the consumer's perceived control.

Design/methodology/approach

A multi-method approach was used with a combination of qualitative interviews, literature review, unaided dimension identification, correspondence analysis, exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modelling to develop the CIPSR scale. The authors used structural equation modelling to test the proposed effect of perceived control on CIPSR.

Findings

The study proposes a four-dimensional scale for CIPSR. The authors also found support for the effect of perceived control on CIPSR, with anxiety and failure controllability attribution as intermediate variables.

Originality/value

This study develops a comprehensive scale to measure CIPSR using a rigorous multi-method technique, as well as establishes its importance in the existing literature.

Details

Journal of Service Theory and Practice, vol. 33 no. 6
Type: Research Article
ISSN: 2055-6225

Keywords

1 – 10 of over 37000