Study on internal service recovery strategy using CIT

2014 ◽  
Author(s):  
Guoqing Huang ◽  
Hong Shu
Keyword(s):  
Service Recovery ◽  
Recovery Strategy

Priority Factors of Service Recovery Strategy in Distribution Channel

2015 ◽  
Vol 17 (2) ◽  
pp. 97
Author(s):  
Sang-Lin Han ◽  
Kyung Sik Jung ◽  
Myoung Soung Lee ◽  
Jong Won Lee
Keyword(s):  
Service Recovery ◽  
Distribution Channel ◽  
Recovery Strategy

The CURE scale: a multidimensional measure of service recovery strategy

2014 ◽  
Vol 28 (4) ◽  
pp. 300-310 ◽  
Author(s):  
Rania Mostafa ◽  
Cristiana R. Lages ◽  
Maria Sääksjärvi
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Telecommunications Industry ◽  
Comprehensive Assessment ◽  
Response Effort ◽  
Recovery Strategy ◽  
Content Type ◽  
Path Modelling ◽  
Individual Strategies ◽  
Formative Index

Purpose – This paper aims to address the gaps in service recovery strategy assessment. An effective service recovery strategy that prevents customer defection after a service failure is a powerful managerial instrument. The literature to date does not present a comprehensive assessment of service recovery strategy. It also lacks a clear picture of the service recovery actions at managers’ disposal in case of failure and the effectiveness of individual strategies on customer outcomes. Design/methodology/approach – Based on service recovery theory, this paper proposes a formative index of service recovery strategy and empirically validates this measure using partial least-squares path modelling with survey data from 437 complainants in the telecommunications industry in Egypt. Findings – The CURE scale (CUstomer REcovery scale) presents evidence of reliability as well as convergent, discriminant and nomological validity. Findings also reveal that problem-solving, speed of response, effort, facilitation and apology are the actions that have an impact on the customer’s satisfaction with service recovery. Practical implications – This new formative index is of potential value in investigating links between strategy and customer evaluations of service by helping managers identify which actions contribute most to changes in the overall service recovery strategy as well as satisfaction with service recovery. Ultimately, the CURE scale facilitates the long-term planning of effective complaint management. Originality/value – This is the first study in the service marketing literature to propose a comprehensive assessment of service recovery strategy and clearly identify the service recovery actions that contribute most to changes in the overall service recovery strategy.

Retrospective: tracking service failures and employee recovery efforts

2016 ◽  
Vol 30 (1) ◽  
pp. 7-10 ◽  
Author(s):  
K. Douglas Hoffman ◽  
Scott W. Kelley ◽  
Holly M. Rotalsky
Keyword(s):  
Service Recovery ◽  
Original Study ◽  
Theory And Practice ◽  
Strategy Selection ◽  
Recovery Strategy ◽  
Research Directions ◽  
Content Type ◽  
Service Failures ◽  
Recovery Program ◽  
Failure Identification

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.

scholarly journals Modeling Roles of Service Recovery Strategy: A Relationship-Focused View

2005 ◽  
Vol 29 (4) ◽  
pp. 484-507 ◽  
Author(s):  
Chihyung Ok ◽  
Ki-Joon Back ◽  
Carol W. Shanklin
Keyword(s):  
Service Recovery ◽  
Recovery Strategy
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