A little bit more value creation and a lot of less value destruction! Exploring service recovery paradox in value context: A study in travel industry

2016 ◽  
Vol 29 ◽  
pp. 189-203 ◽  
Author(s):  
Ali Gohary ◽  
Bahman Hamzelu ◽  
Lida Pourazizi
Keyword(s):  
Value Creation ◽  
Service Recovery ◽  
Service Recovery Paradox ◽  
Travel Industry

The service recovery paradox: justifiable theory or smoldering myth?

2007 ◽  
Vol 21 (3) ◽  
pp. 213-225 ◽  
Author(s):  
Vincent P. Magnini ◽  
John B. Ford ◽  
Edward P. Markowski ◽  
Earl D. Honeycutt
Keyword(s):  
Service Recovery ◽  
Service Recovery Paradox

The service recovery paradox in B2B relationships

2018 ◽  
Vol 33 (3) ◽  
pp. 291-302 ◽  
Author(s):  
Denis Hübner ◽  
Stephan M. Wagner ◽  
Stefan Kurpjuweit
Keyword(s):  
Service Providers ◽  
Service Failure ◽  
Service Recovery ◽  
Future Research ◽  
Content Type ◽  
Subjective Perceptions ◽  
Service Recovery Paradox ◽  
Operating Level ◽  
B2b Relationships ◽  
Exploratory Model

Purpose This study aims to explore the service recovery paradox (SRP) in business to business (B2B) relationships. Previously, this phenomenon has been identified in consumer-facing industries. The research advances the marketing literature by highlighting the ways in which the antecedents of the service recovery paradox differ between B2B and consumer markets. Design/methodology/approach This research draws upon findings on the SRP in the consumer setting and service failure literature in business to consumer and B2B contexts. For the analysis, interview data were collected from 43 informants among clients and service providers in the aftermath of a service failure. Findings The authors propose an exploratory model of the SRP for B2B relationships. In the B2B setting the propensity of eliciting the SRP depends on (1) the characteristics of the service failure, (2) the attributes of the service recovery and (3) the shared subjective perceptions among boundary spanners. Practical implications Empowered operating-level employees, straightforward communication, immediate responses and action plans that ensure future conformance are the key factors to turn service failures into increased customer satisfaction. Originality/value This study is the first to transfer the SRP from consumer marketing into the B2B domain. Moreover, it derives an exploratory model of the SRP, which can be refined by future research.

Mixed Findings on the Service Recovery Paradox

2007 ◽  
Vol 27 (6) ◽  
pp. 671-686 ◽  
Author(s):  
Chihyung Ok ◽  
Ki-Joon Back ◽  
Carol W. Shanklin
Keyword(s):  
Service Recovery ◽  
Service Recovery Paradox

Revisiting the service recovery paradox in the restaurant industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jong-Hyeong Kim ◽  
Wenxuan Du ◽  
Hyewon Youn
Keyword(s):  
Experimental Study ◽  
Field Study ◽  
Design Methodology ◽  
Service Management ◽  
Service Recovery ◽  
Restaurant Industry ◽  
Content Type ◽  
Service Failures ◽  
Service Recovery Paradox ◽  
Practical Implications

PurposeThe service recovery paradox (SRP) refers to a particular effect whereby an excellent recovery can turn angry and frustrated customers into loyal ones. Researchers who have studied the SRP have reported mixed findings, with some providing evidence in its support and others not finding any such evidence. To address this discrepancy, this study aims to investigate the SRP.Design/methodology/approachThis study re-examined the phenomenon of the SRP with a field study and provided further evidence in a subsequent experimental study in which the failure and recovery conditions were carefully manipulated.FindingsThe results of this study suggest that the SRP was observed in neither the field study nor the scenario experiment.Practical implicationsThis study can influence the current service management of restaurants with regard to service failures in several ways.Originality/valueThis research is a pioneering effort to examine the SRP by conducting both a field study and a scenario experiment.

Why are Generation Y consumers the most likely to complain and repurchase?

2017 ◽  
Vol 28 (3) ◽  
pp. 520-540 ◽  
Author(s):  
Raquel Reis Soares ◽  
Ting Ting (Christina) Zhang ◽  
João F. Proença ◽  
Jay Kandampully
Keyword(s):  
Generation X ◽  
Generation Y ◽  
Generational Differences ◽  
Service Management ◽  
Service Recovery ◽  
Key Factors ◽  
Content Type ◽  
Service Failures ◽  
Service Recovery Paradox ◽  
Complaint Behavior

Purpose The purpose of this paper is twofold: to examine generational differences in complaint and post-recovery behaviors after service failures and recoveries, and to investigate the key factors that relate to Generation Y consumers’ responses. Design/methodology/approach In a two-stage approach, Study 1 investigates generational differences in the complaint and repurchase behaviors of a vast sample of more than 36,000 customers. Study 2 examines which factors influence Generation Y consumers’ decisions to complain and to repurchase. Findings Across four generational cohorts (the Silent Generation, Baby Boomers, Generation X, and Generation Y), consumers in Generation Y are the most likely to complain about service failures and repurchase after a satisfactory service recovery. The service recovery paradox thus is a generational feature. Generation Y’s unique characteristics – being tech savvy, heavily influenced by peers, and untrusting of brands – relate closely to their complaint and repurchase patterns. These prolific users of social media tend to stay with a service provider after experiencing satisfactory recovery but are more inclined to complain. Originality/value This study contributes to service management literature by revealing generational differences in customers’ complaint behavior and responses to recovery efforts, while also testing repurchase behavior rather than just behavioral intentions. This study provides valuable insights into the unique factors that influence Generation Y consumers’ complaint and post-recovery responses.

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