This research exploits contingency theory to deepen the operational knowledge about SR operations. The business sector (banking vs. manufacturing) and organizational configuration (centralized vs. decentralized) contingencies are studied to observe how firms implement operational decisions within service recovery practices to fit their specific context. In particular, the paper addresses this research question: “how do the business sector and organizational configuration affect the implementation of the 7 structural dimensions of a SR system?”. Findings from 4 case studies point out how performing firms adapt to the specific context defining their operational configuration depending on the proposed contingencies.
Delving into sectorial and organizational contingencies on service recovery operations
CONTIERO, ENRICO;VINELLI, ANDREA
2014
Abstract
This research exploits contingency theory to deepen the operational knowledge about SR operations. The business sector (banking vs. manufacturing) and organizational configuration (centralized vs. decentralized) contingencies are studied to observe how firms implement operational decisions within service recovery practices to fit their specific context. In particular, the paper addresses this research question: “how do the business sector and organizational configuration affect the implementation of the 7 structural dimensions of a SR system?”. Findings from 4 case studies point out how performing firms adapt to the specific context defining their operational configuration depending on the proposed contingencies.
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