Service recovery resulted to be an effective best practice in retaining customers when failures occur, having been studied in very different service contexts. However, applicable indications about how companies organize their service recovery practices are scant, and very few studies analyse what is the influence of a specific business context on service recovery operations. This paper aims to explore trough two case studies the role of manufacturing and banking contexts on the definition and configurations of service recovery operations along the structural dimensions of a service recovery system.
Exploring the influence of the business context on service recovery: manufacturing vs. banking
CONTIERO, ENRICO;VINELLI, ANDREA
2013
Abstract
Service recovery resulted to be an effective best practice in retaining customers when failures occur, having been studied in very different service contexts. However, applicable indications about how companies organize their service recovery practices are scant, and very few studies analyse what is the influence of a specific business context on service recovery operations. This paper aims to explore trough two case studies the role of manufacturing and banking contexts on the definition and configurations of service recovery operations along the structural dimensions of a service recovery system.
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