scholarly journals Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective

2021 ◽  
Author(s):  
Wilson Ozuem ◽  
Silvia Ranfagni ◽  
Michelle Willis ◽  
Serena Rovai ◽  
Kerry Howell
Keyword(s):  
Network Theory ◽  
Service Failure ◽  
Actor Network Theory ◽  
Online Service ◽  
Actor Network ◽  
Service Failure And Recovery ◽  
Recovery Strategies

Competing Through Online Service Failures and Recovery Strategies

2019 ◽  
pp. 266-285
Author(s):  
Dipen Rai ◽  
Dominic Appiah
Keyword(s):  
Service Failure ◽  
Market Competition ◽  
Limited Range ◽  
Online Service ◽  
Service Failures ◽  
Service Failure And Recovery ◽  
Recovery Strategies ◽  
Website Interactivity ◽  
Conventional Behavior ◽  
Intense Activity

The ideas of service failure and recovery strategies have been transformed, due to the internet environment, from a consumer-provider perspective to a multifaceted web quality activity. The research on service failure and recovery strategies has been well-developed in terms of the consumer's viewpoint of service as well as the responsibility for recovery conventionally expected to be allotted to the marketer. On the contrary, existing research indicates that there is a limited range of understanding of consumer-website interactivity relating to online service failure and recovery strategies as well as less understanding of the highly diverse characteristics of computer-mediated marketing environments (CMMEs). The perspectives of CMMEs relate to online customer behavior as distinct from conventional behavior. In fact, providers are involved in intense activity in the online environment in terms of market competition, as customers are positioned just a click away from switching providers in the case of service failure.

Developing Compelling Online Recovery Strategies

2017 ◽  
pp. 264-288 ◽  
Author(s):  
Samuel Ayertey ◽  
Wilson Ozuem
Keyword(s):  
Service Failure ◽  
The Internet ◽  
Online Service ◽  
Competitive Position ◽  
Service Failures ◽  
Geographically Dispersed ◽  
Service Failure And Recovery ◽  
Recovery Strategies ◽  
Brick And Mortar ◽  
Online Recovery

The Internet offers a platform over which complaining is effortless, yet impactful. A wide and geographically dispersed audience can be reached over the Internet, and compared to offline environments, switching is easier on the Internet since customers can browse, and look for alternative providers with ease. In light of this, gaining an understanding of how to manage online service failures effectively is crucial to the success of firms operating in online environments. Extant research has mainly investigated customer reactions to service failure and recovery encounters taking place in offline brick and mortar outlets. The internet, along with other emerging technologies offers consumers several platforms to interact with others and to subsequently complain about service failure. Drawing on extant studies, this chapter focuses on how service failure and effective recovery strategies can enhance the competitive position of organisations.

STRUCTURING A SUCCESSFUL INFORMATION TECHNOLOGY TRANSFER PROCESS: A CASE STUDY FROM THE PERSPECTIVES OF ACTOR NETWORK THEORY

2010 ◽  
Author(s):  
Huda Ibrahim ◽  
Hasmiah Kasimin
Keyword(s):  
Information Technology ◽  
Technology Transfer ◽  
Transfer Process ◽  
Network Theory ◽  
Actor Network Theory ◽  
Developed Countries ◽  
Local Market ◽  
Private Company ◽  
Actor Network ◽  
Technology Transfer Process

An effi cient and effective information technology transfer from developed countries to Malaysia is an important issue as a prerequisite to support the ICT needs of the country to become not only a ICT user but also a ICT producer. One of the factors that infl uences successful information technology transfer is managing the process of how technology transfer occurs in one environment. It involves managing interaction between all parties concerned which requires an organized strategy and action toward accomplishing technology transfer objective in an integrated and effective mode. Using a conceptual framework based on the Actor Network Theory (ANT), this paper will analyse a successful information technology transfer process at a private company which is also a supplier of information technology (IT) products to the local market. This framework will explain how the company has come up with a successful technology transfer in a local environment. Our study shows that the company had given interest to its relationships with all the parties involved in the transfer process. The technology transfer programme and the strategy formulated take into account the characteristics of technology and all those involved.  

The Action of Christian Buildings on their Chinese Environment

2017 ◽  
Vol 23 (2) ◽  
pp. 100-121
Author(s):  
Michel Chambon
Keyword(s):  
Network Theory ◽  
Actor Network Theory ◽  
Active Part ◽  
Architectural Style ◽  
Actor Network

This article explores the ways in which Christians are building churches in contemporary Nanping, China. At first glance, their architectural style appears simply neo-Gothic, but these buildings indeed enact a rich web of significances that acts upon local Christians and beyond. Building on Actor-Network Theory and exploring the multiple ties in which they are embedded, I argue that these buildings are agents acting in their own right, which take an active part in the process of making the presence of the Christian God tangible.

The model of an intelligent information security control system for supply chains based on the spatial concepts of the actor-network theory

2020 ◽  
Vol 5 ◽  
pp. 94-106
Author(s):  
Y.M. Iskanderov ◽  
◽  
M.D. Pautov
Keyword(s):  
Control System ◽  
Information Security ◽  
Supply Chains ◽  
Network Theory ◽  
Actor Network Theory ◽  
Spatial Concepts ◽  
Actor Network ◽  
Information Security Management System ◽  
Security Control ◽  
Intelligent Information

Aim. The use of modern information technologies makes it possible to achieve a qualitatively new level of control in supply chains. In these conditions, ensuring information security is the most important task. The article shows the possibilities of applying the spatial concepts of the actor-network theory in the interests of forming a relevant intelligent information security management system for supply chains. Materials and methods. The article discusses a new approach based on the provisions of the actor-network theory, which makes it possible to form the structure of an intelligent information security control system for supply chains, consisting of three main functional blocks: technical, psychological and administrative. The incoming information security threats and the relevant system responses generated through the interaction of the system blocks were considered as enacting the three Law’s spaces: the space of regions, the space of networks and the space of fl uids. Results. It is shown that the stability of this system in the space of networks is a necessary condition for its successful functioning in the space of regions, and its resilience in the space of fl uids gained through the dynamic knowledge formation helps overcome the adverse effects of the fl uidity. The problems of the intentional / unintentional nature of information security threats, as well as the reactivity / proactivity of the corresponding responses of the intelligent information security management system for supply chains are investigated. Conclusions. The proposed approach showed the possibility of using such an interdisciplinary tool in the fi eld of information security as the concepts of the actor-network theory. The intelligent information security control system built on its basis ensures that almost all the features of solving information security problems in supply chains are taken into account.

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