Relevant bibliographies by topics / Service recovery

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Service recovery'

Author: Grafiati
Published: 4 June 2021
Last updated: 9 March 2023

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Journal articles on the topic "Service recovery"

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Boicov, Victor. "Maximum load of database service with recovery." Applied Technologies and Innovations 11, no. 2 (November 22, 2015): 63–70. http://dx.doi.org/10.15208/ati.2015.07.

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Dickens, Geoff, Judy Weleminsky, Yetunde Onifade, and Philip Sugarman. "Recovery Star: validating user recovery." Psychiatrist 36, no. 2 (February 2012): 45–50. http://dx.doi.org/10.1192/pb.bp.111.034264.

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Aims and methodMental Health Recovery Star is a multifaceted 10-item outcomes measure and key-working tool that has been widely adopted by service providers in the UK. We aimed to explore its factorial validity, internal consistency and responsiveness. Recovery Star readings were conducted twice with 203 working-age adults with moderate to severe mental health problems attending a range of mental health services, and a third time with 113 of these individuals.ResultsMental Health Recovery Star had high internal consistency and appeared to measure an underlying recovery-oriented construct. Results supported a valid two-factor structure which explained 48% of variance in Recovery Star ratings data. Two Recovery Star items (‘relationships’ and ‘addictive behaviour’) did not load onto either factor. There was good statistically significant item responsiveness, and no obvious item redundancy. Data for a small number of variables were not normally distributed and the implications of this are discussed.Clinical implicationsRecovery Star has been received enthusiastically by both mental health service providers and service users. This study provides further evidence for its adoption in recovery-focused mental health services and indicates that items relating to addictive behaviour, responsibilities and work could be further developed in future.
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Burgess, T. P. "Service Breakdown and Service Recovery." Police Journal: Theory, Practice and Principles 67, no. 1 (January 1994): 26–38. http://dx.doi.org/10.1177/0032258x9406700105.

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Gutbezahl, Cary, and Perry Haan. "Hospital Service Recovery." Journal of Hospital Marketing & Public Relations 16, no. 1-2 (August 30, 2006): 3–14. http://dx.doi.org/10.1300/j375v16n01_02.

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Norvell, Tim, Piyush Kumar, and Mayukh Dass. "The Long-Term Impact of Service Failure and Recovery." Cornell Hospitality Quarterly 59, no. 4 (March 26, 2018): 376–89. http://dx.doi.org/10.1177/1938965518762835.

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This article examines customers’ short-term attitudinal and long-term behavioral responses to service failures and recovery efforts. Our data from a tracking study of casual dining restaurants customers indicate that those who did not experience any failure were more satisfied than those who experienced successful recovery following a failure. The satisfactory recovery group, in turn, was more satisfied than customers who either did not complain or were not successfully recovered following their complaints. Importantly, the pattern of brand patronage over the medium and long run differed substantially from the short-term variation in satisfaction levels across the four customer groups. In the medium term, the brand visitation frequency for those who never experienced failure was similar to those of customers who were successfully recovered. The visitation frequencies of customers who did not complain or were not successfully recovered were lower. However, over the long run, the visitation pattern changed substantially, and those who never experienced failure had higher brand patronage frequency than all the three remaining groups that behaved relatively similarly. These results suggest that customers make a distinction between the qualities of the core service and the recovery effort. Although successful recovery temporarily compensates for core failure, its positive influence dissipates over time. In the longer term, customers’ complaining behavior and the firm’s recovery efforts matters less and customers’ brand patronage depends largely on whether or not they experienced core service failure. Nevertheless, firms can recover their investments in service recovery because of increased brand patronage in the medium term.
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Kamath, Pallavi R., Yogesh P. Pai, and Nandan K. P. Prabhu. "Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance." Journal of Service Theory and Practice 30, no. 6 (November 5, 2020): 643–79. http://dx.doi.org/10.1108/jstp-12-2019-0251.

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PurposeThis study aims to explore whether frontline employees' service recovery performance as well as customers' recovery satisfaction (RS) act as mediating mechanisms that simultaneously transmit the positive influence of an integrated service recovery system (SRS) on customers' service loyalty (SL).Design/methodology/approachA total of 134 useable retail banking branch cases (including responses from 134 branch heads, 439 frontline employees and 941 customers) were used to test our model using the partial least squares structural equation modeling (PLS-SEM) approach.FindingsService recovery system, measured as a higher-order multidimensional construct, has a strong and positive influence on customers' SL. Besides, service recovery performance partially mediates, along with RS, the relationship between SRS and SL. Finally, customers' recovery satisfaction has the strongest influence on service loyalty.Practical implicationsThis study strongly suggests that practitioners not only focus on implementing an effective SRS but also on leveraging service recovery performance and RS to build sustained customers' loyalty. Practitioners must provide more attention to training their frontline employees, reward and recognize employees and continually evaluate their employees' recovery efforts.Originality/valueThe role of frontline employees' service recovery performance and customers' RS as mediating mechanisms in transmitting the positive effect of SRS on customers' SL is investigated using the combined perspectives of social-technical system theory and interdependence theory.
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Kanuri, Vamsi K., and Michelle Andrews. "The Unintended Consequence of Price-Based Service Recovery Incentives." Journal of Marketing 83, no. 5 (June 28, 2019): 57–77. http://dx.doi.org/10.1177/0022242919859325.

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Subscription-based service providers (e.g., newspapers, internet services) often issue price-based incentives to recover from service failures. However, because considerable time may pass between when providers issue a recovery incentive and when service contracts are due for renewal, it is unclear whether recovery incentives can improve customer retention in the long run. The authors investigate this question by examining 6,919 contract renewal decisions of newspaper subscribers who received varying levels of recovery incentives after newspaper delivery failures. In contrast to conventional wisdom, they find that recovery incentives are associated with lower contract renewal likelihoods. They rationalize this finding using the economic theory of reference prices and further demonstrate that firms could mitigate the unintended consequence of recovery incentives by reminding subscribers of the original price at touch points following the recovery, discounting the renewal price, and prolonging the duration between the recovery and renewal. The authors also show that the intensity of promotions in the external environment at the time of administering recovery incentives, and that acquiring subscribers by communicating the value of the subscription service, can influence the long-term effectiveness of recovery incentives. For subscription-based service providers, the authors propose a decision support model to optimize recovery and renewal incentives and demonstrate its utility within this empirical context.
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Singh, Ramendra, Amer Jyothi, Ashish Sinha, Babita Agarwal, and Arun Patro. "COSMOS Service Centre: Service Recovery Using Distribution Channels." Asian Case Research Journal 17, no. 02 (December 2013): 267–87. http://dx.doi.org/10.1142/s0218927513500120.

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COSMOS is a technology solutions provider offering IT infrastructure, personal computing and access devices, global services, imaging, and printing for consumers and enterprises. The company uses a mix of distribution channels (both online and offline) to deliver its products and services. COSMOS uses authorized intermediaries to increase offline reach — both for sales and service. To offer seamless customer service, COSMOS has a complaints website for customer logs. COSMOS service centres have well defined processes and policies to guide them in service delivery. However, this has not helped the case of Amer (the case protagonist), a business graduate student, who has faced multiple issues in service recovery after the purchase of his laptop from COSMOS. Why is Amer facing this slew of problems because of the service failure from COSMOS? Is it because of the negligence of B'Devlop, the COSMOS Service Centre or are COSMOS's policies and processes flawed? Can COSMOS offer a permanent solution to Amer's problems? How can COSMOS rectify the situation and prevent it from recurring? What should be the service recovery strategies for the company, and its distribution channel members that have a direct interface with the customers? These are some of the key questions that the case highlights, and can bring up for discussion in the classroom.
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Masnita, Yolanda, and Sri Vandayuli Riorini. "RECOVERY EMOTIONS ON PERCEIVED JUSTICE." Jurnal Manajemen dan Pemasaran Jasa 11, no. 2 (September 30, 2018): 161. http://dx.doi.org/10.25105/jmpj.v11i2.2996.

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<p>Recovery service failures can affect a greater failure if not handled properly. The purpose of this study was to examine the effect of pre-recovery emotions and post-recovery in services. Data were collected using a questionnaire distributed to 216 respondents who have used the services retail market and then experienced a service failure followed by a recovery service. In this study, positive and negative emotions post-recovery are the dependent variables, while the severity of service failure, the pre-recovery emotions and perceived fairness other variables major variable. In line with this goal, eight hypotheses were tested using structural equation modeling analysis with the aim to clarify the relationships between variables. The results show that the post-recovery of positive or negative emotions are influenced by the severity of the failure of the service, but the effect is mediated by the second pre-recovery emotions. Meanwhile, there is no mediating effect of perceived justice on the emotions of pre-recovery and post-recovery. This study implies that, during recovery services, service providers must simultaneously consider the positive and negative emotions. In addition, managers should also consider the depth of the severity of service failure to determine the pre-recovery emotions. Selection of the type of recovery will have an impact on the perceived fairness, so that providers have to respond better to emotional recovery.</p>
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Manning, Rachel M., and Ronni Michelle Greenwood. "Microsystems of Recovery in Homeless Services: The Influence of Service Provider Values on Service Users’ Recovery Experiences." American Journal of Community Psychology 61, no. 1-2 (January 11, 2018): 88–103. http://dx.doi.org/10.1002/ajcp.12215.

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Dissertations / Theses on the topic "Service recovery"

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Abu, Bakar Siti Zakiah. "SERVICE RECOVERY IN E-SERVICES: SERVICE RECOVERY PROCESS, PERCEIVED JUSTICE AND SATISFACTION." OpenSIUC, 2017. https://opensiuc.lib.siu.edu/dissertations/1328.

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The Internet has changed the platform for how services are delivered. In the absence of one-to-one personal interactions between a service provider and a customer, failures unique to e-service are bound to occur. E-service failures are likely to result in unsatisfied customers. Therefore, a recovery system is important to tilt the balance of satisfaction/dissatisfaction to a more favorable condition. An e-service recovery process is an important operational process to affect this change. It is in a sense, a second chance to gain/retain loyal customers by rectifying e-service failures. Equity Theory and Exchange Theory were the theoretical bases for how customers’ perceptions transitioned from loss and unfairness to equity and satisfaction after an e-service recovery. This study investigated the relationships between e-service recovery processes attributes (compensation, respond speed, and apology) and perceived justice constructs (interactional, distributive, and procedural), and examined the relationship between perceived justice and e-service recovery satisfaction. Data from a community of students and knowledge workers in a Mid-western university was collected to analyze the effects of these constructs in service recovery processes for the purpose of designing recovery policy. The study used MANOVA and Multiple regressions for hypotheses testing. The results indicate that all service recovery process attributes had a significant main effect on all perceived justice variables. This suggests that the different levels of compensation, response speed, and apology will impact a customer’s perception of perceived justice. There is also a marginally significant interaction effect for compensation and apology. This significant interaction effect could indicate that the positive impact of an apology as part of a service recovery process could be intensified when accompanied by monetary compensation. Furthermore, the findings indicate that perceived justice (interactional justice, distributive justice, and procedural justice) are significant drivers of satisfaction in an e-service recovery. There was also a significant interaction effect with distributive justice and procedural justice in predicting e-service recovery satisfaction. The result suggests that when compensation is given, customers perceive that the e-service provider is following the rules and regulations in providing compensation in exchange for their losses.This helps transition the customer to a more equitable and satisfied state. The study also supports past research in traditional services by finding that all three perceived justice predictors were significant drivers of recovery satisfaction and that at least one interaction was significant in predicting e-service recovery satisfaction. In addition, another contribution from this study is the development of a new e-service recovery satisfaction scale. Lastly, this study contributes to the emerging stream of research on e-service recovery processes and satisfaction, and the empirical results further delineate the role of social justice in e-service recovery.
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Selmén, Anna, and Euler Anne von. "Service recovery : “To err is human; recover, divine”." Thesis, Uppsala University, Department of Business Studies, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-9065.

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Uppsatsen handlar om hur företag hanterar missnöjda kunder, vilket i teorin benämns service recovery. Uppsatsen behandlar ett företag som sedan mindre än ett år tillbaka är en sammanslagning av fyra olika varumärken. Syftet med uppsatsen är att kartlägga hur fallföretaget hanterar missnöjda kunder samt att undersöka möjligheter till förbättringar. Uppsatsen bygger på teorier om service recovery skrivna av Grönroos, Bowen, Hart, Spreng och Best. Avsikten med uppsatsen är att skriva en plan för hur företaget kan förbättra sitt hanterande av missnöjda kunder. För att besvara syftet har vi genomfört tre personliga intervjuer med tre gruppchefer inom fallföretaget. Vi har kommit fram till att det finns en vilja hos samtliga respondenter att hantera service recovery på ett bra sätt. Dock saknas både kunskap och gemensamma rutiner. En annan viktig slutsats är att företaget måste inse vilka kostnadsfördelar service recovery kan medföra. Uppsatsen avslutas med en plan för hur företaget gemensamt kan förbättras och utveckla hanterandet av missnöjda kunder.

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Johansson, Niklas E. "Self-Service Recovery." Doctoral thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-575.

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Service recovery is about problems. What happens when customers experience problems? Well, sometimes customers complain to the one responsible for the service. Sometimes customers do not complain but instead tell somebody else about the problem, possibly leading to a bad reputation for the one responsible for the service. Sometimes it happens that customers never return to the same provider because of the problem experienced. To avoid the customer leaving, service recovery can be used. Service recovery is a set of actions a service pro-vider can take in order to repair a failure (Tax and Brown, 1998; Zemke, 1995; Scheuing and Christopher, 1993; Levesque and McDougall, 2000).

In addition, many services today are Internet-based, meaning that services are self-services enabled by information technology (IT). Self-services enabled by IT, referred to as self-service technology (SST), are characterized by an interac-tion between a user and a machine rather than between two humans. Conse-quently, service recovery is no longer between two people interacting in a face-to-face manner when solving problems, but between a user and a machine when taking place in an SST context.

This change of context has resulted in difficulties but also opportunities in the work of service recovery. Instead of turning to the one responsible for the service when problems occur, it is now possible to turn to other customers and users to receive help. SST has opened up new opportunities to learn with and from other individuals through the sharing of knowledge. The sharing of knowledge for the purpose of turning problems into solutions and improve-ments depends on the ability to create value for people involved.

Service recovery in a self-service technology context, i.e. self-service recovery (SSR) is defined as the capability, enabled by self-service technology, of turning user prob-lems into solutions and improvements by means of sharing knowledge between users in order to create value.

The aim of this doctoral thesis is to answer the question, “Why self-service recovery works?” The question is addressed by seven research studies and by evolving a framework for understanding why self-service recovery works.

The contributions of this dissertation reside from the framework, which en-hances our understanding of self-service recovery as a value creation activity through not only recovery, but also improvement of the service in question.

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Johansson, Niklas E. "Self-service recovery /." Karlstad : Faculty of Economic Sciences, Communication and IT, Information Systems, Karlstad University, 2006. http://www.diva-portal.org/kau/theses/abstract.xsql?dbid=575.

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Ruksa, Kitija, and Elrener Törnquist. "Service recovery : Vilka strategier har hotell som arbetar med service recovery?" Thesis, Örebro universitet, Restaurang- och hotellhögskolan, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-61245.

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Hvitman, Sandra, and Elin Rylner. "Service Recovery Policy, Empowerment or both? : A study of the interrelation between service recovery policy and empowerment within service organizations." Thesis, Jönköping University, JIBS, Business Administration, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-231.

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Today’s economy is getting more service oriented and we live in a service society. The service sector has experienced a great development, which has implied and implies greater competition. The customers have a wider range of services to choose among and as a service provider, it is all about providing a superior service. However, being a service provider can sometimes imply a hard undertaking. Sometimes the service provider does not accomplish to provide the service perfectly. These situations are more known as service failures. Service recoveries are often used to recover service failures, which can e.g. imply an apology or offering the customer something extra at no cost.

To be able to act correctly in a service recovery situation, a com-pany can e.g. have a service recovery policy for how to act in service failure situations. A company can also choose to empower the front-line employees who interact frequently with the customers.

The purpose of the thesis is to determine the interrelation between service recovery policy and empowerment.

The research method chosen in this thesis is qualitative and the in-formation is collected by using semi-formal in-depth interviews as well as verbal protocols. One middle manager and one front-line employee representing three different service companies is partici-pating in the thesis. The three companies operate in three different industries within the service sector.

There is somewhat an interrelation between service recovery policy and the degree of empowerment. A non-specific service recovery policy seems to demand a high degree of empowerment while a specific policy does not seem to require a high degree of empowerment. According to the findings of this thesis, a company can also have a semi-formal policy and a medium degree of empowerment. This means that the more formal and specific service recovery policy, the less empowered staff is required.

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Ngae, A. Njama Alain Patrick. "After Sales service : Complaint to Service Recovery Improvement." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-23031.

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Abstract Author : Alain Patrick Ngae a Njama Tutor : Peter Caesar Examiner : Pejvak Oghazi Title : After sales service: Complaint to Service Recovery Improvement Keywords : Service Recovery, Complaint handling, service failure, service process, Svetruck AB Background : It is real that everyday people purchase goods for their daily needs and satisfaction, but unfortunately it happen that some of those goods do not live up to the customer expectations. The reality when a failure occurred is something else because is the second chance giving to the service provider to show concern. Many research agreed that good recovery after a service failure can create a positive response from the customer side as example making them loyal and sharing their positive experience to others. Purpose: The purpose of this study is to look into how service recovery influence customer retention. Research question: How Does Company handles customer’s complaint in order to fulfill service recovery ? Method: Three respondents were selected within a heavy industry call Svetruck AB. Due to their position and number of year they have been working for this company. Many section of interview were organized in order to have a clear understanding of the inside out of the service handling process. Conclusion: Complaint handling appears to be very essential for each company willing to stay in the competitive word. Some will differ from the way they handle or treat their customer but the final issue for all companies will be to keep satisfies their customer for long-term relationship, also by reducing the cost of hunting new customers. Suggestion for further research : After the investigation of complaint handling from the service 3 provider side, we can think of other areas to investigate related to this topic. One of it will be to make an investigation on complaint handling from the customer point of view to find out how the customer perceived satisfaction after the service provider have handled their complaint. Another point may be to compare Svetruck complaint handling with the one of one of their mean competitor to see the point that differ them from the others. Further investigations can also be made on unsatisfied customers, those who have experience bad service recovery by then had chosen to switch to competitor.
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Lau, Nga Lok. "Service recovery in airline industry." Thesis, University of Macau, 2006. http://umaclib3.umac.mo/record=b1636417.

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Yockel, Sharon Lynn. "Service recovery : a case study /." Online version of thesis, 1997. http://hdl.handle.net/1850/12325.

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Ma, Jun. "Attribution, Expectation, and Recovery: An Integrated Model of Service Failure and Recovery." Kent State University / OhioLINK, 2007. http://rave.ohiolink.edu/etdc/view?acc_num=kent1186171198.

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Books on the topic "Service recovery"

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Wies, Jana. Weiterempfehlungen mit Service-Recovery. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1.

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Gershman, Brickner & Bratton., ed. Resource recovery information service. [Washington, D.C.]: Gershman, Brickner & Bratton, 1985.

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Service recovery: Fixing broken customers. Portland, Or: Productivity Press, 1995.

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Dunn, Peter. Recovery service for young victims. [S.l.]: [Community Care], 2003.

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Spyrakopoulos, S. K. Service recovery. Service failures and recoveries in financial services: The customers' perspective. Manchester: UMIST, 1996.

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Clacher, E. J. Service failure and service recovery in U.K. theme parks. Manchester: UMIST, 1997.

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Elwell, Hugh. NHS the road to recovery. London: Centre for Policy Studies, 1986.

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1947-, Weinstein Jenny, ed. Service user involvement and recovery in mental health. London: Jessica Kingsley Publishers, 2010.

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Johnston, Robert. The service quality factors: Satisfaction, dissatisfaction and recovery. [s.l.]: typescript, 1993.

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Complaint management excellence: Creating customer loyalty through service recovery. London: Kogan Page, 2012.

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Book chapters on the topic "Service recovery"

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Zhou, Gang. "Model Checking Inconsistency Recovery Costs." In Service-Oriented Computing, 195–200. Berlin, Heidelberg: Springer Berlin Heidelberg, 2012. http://dx.doi.org/10.1007/978-3-642-31875-7_22.

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Torres, Edwin N., and Tingting Zhang. "Recovery strategies for service managers." In Customer Service Marketing, 193–212. London: Routledge, 2022. http://dx.doi.org/10.4324/9780429263965-12.

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Bell, Charles. "Point-in-Time Recovery." In MySQL Database Service Revealed, 229–38. Berkeley, CA: Apress, 2022. http://dx.doi.org/10.1007/978-1-4842-8945-7_6.

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Wies, Jana. "Einleitung." In Weiterempfehlungen mit Service-Recovery, 1–8. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1_1.

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Wies, Jana. "Konzeptionelle Grundlagen." In Weiterempfehlungen mit Service-Recovery, 9–63. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1_2.

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Wies, Jana. "Entwicklung des Untersuchungsmodells." In Weiterempfehlungen mit Service-Recovery, 65–85. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1_3.

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Wies, Jana. "Empirische Untersuchung." In Weiterempfehlungen mit Service-Recovery, 87–136. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1_4.

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Wies, Jana. "Schlussbetrachtung." In Weiterempfehlungen mit Service-Recovery, 137–47. Wiesbaden: Springer Fachmedien Wiesbaden, 2018. http://dx.doi.org/10.1007/978-3-658-22063-1_5.

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Michel, Stefan. "Service Recovery nach E-Servicefehlern." In Electronic Services, 321–40. Wiesbaden: Gabler Verlag, 2002. http://dx.doi.org/10.1007/978-3-8349-4418-4_13.

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Dodgson, Guy, and Stephen McGowan. "Early Intervention Service Models." In Promoting Recovery in Early Psychosis, 45–52. Oxford, UK: Wiley-Blackwell, 2011. http://dx.doi.org/10.1002/9781444318814.ch6.

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Conference papers on the topic "Service recovery"

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Chen, Weiyu, Zhenying He, Gang Ren, and Weiwei Sun. "Service Recovery for Composite Service in MANETs." In 2008 4th International Conference on Wireless Communications, Networking and Mobile Computing (WiCOM). IEEE, 2008. http://dx.doi.org/10.1109/wicom.2008.630.

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Xu, Yingxiao, and Weiwei Sun. "Composite Service Recovery Based on LSP Tunnel Recovery." In 2008 IEEE Asia-Pacific Services Computing Conference (APSCC). IEEE, 2008. http://dx.doi.org/10.1109/apscc.2008.206.

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Jiangjiang Wu, Cong Liu, Songzhu Mei, Jiangchun Ren, Jun Ma, and Zhiying Wang. "A service recovery mechanism by recovering service's data." In 2013 IEEE Conference Anthology. IEEE, 2013. http://dx.doi.org/10.1109/anthology.2013.6784898.

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Zhou, Terry G., Ian D. Peake, and Heinz W. Schmidt. "Towards cost-aware service recovery." In the 9th international ACM Sigsoft conference. New York, New York, USA: ACM Press, 2013. http://dx.doi.org/10.1145/2465478.2465484.

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Song, Zongjun, and Shenghua Jia. "Study on Service Recovery Satisfaction." In 2009 First International Conference on Information Science and Engineering. IEEE, 2009. http://dx.doi.org/10.1109/icise.2009.1131.

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Chen, Jie-Ying, Yong-Jun Wang, and Yi Xiao. "SOA-Based Service Recovery Framework." In 2008 9th International Conference on Web-Age Information Management (WAIM). IEEE, 2008. http://dx.doi.org/10.1109/waim.2008.67.

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He, W. "Recovery in Web service applications." In IEEE International Conference on e-Technology, e-Commerce and e-Service, 2004. EEE '04. 2004. IEEE, 2004. http://dx.doi.org/10.1109/eee.2004.1287284.

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Chambers, M. R., K. E. McCready, and M. D. Rankin. "Productivity-Based Service Contracts." In Permian Basin Oil and Gas Recovery Conference. Society of Petroleum Engineers, 1990. http://dx.doi.org/10.2118/20103-ms.

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Bing Zhao. "Service recovery paradox effect: Comparisons in two service industries." In 2011 2nd International Conference on Artificial Intelligence, Management Science and Electronic Commerce (AIMSEC). IEEE, 2011. http://dx.doi.org/10.1109/aimsec.2011.6010927.

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Yue Zhu, Yulin Zhang, Zhuhan Jiao, and Dong Li. "Surgical scheduling under patients' uncertain anesthesia recovery time." In 2015 12th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2015. http://dx.doi.org/10.1109/icsssm.2015.7170236.

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Reports on the topic "Service recovery"

1

Jung, Na Young, and Yoo-Kyoung Seock. The Impact of Service Recovery Communication Channel on Perceived Quality of Service Recovery and Consumer Behavior. Ames: Iowa State University, Digital Repository, November 2015. http://dx.doi.org/10.31274/itaa_proceedings-180814-147.

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Jung, Na Young. The Relationship Between Service Quality and Service Recovery Quality in Retail Stores. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-409.

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Jung, Na Young. Retail Service Quality and Service Recovery Quality: A Comparison Between Small and Large Retail Stores. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-1788.

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Jung, Na Young, and Yoo-Kyoung Seock. The Effects of Customer Age on Service Recovery Evaluation Process in Retail. Ames: Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-1789.

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Shrestha, Mahendra, Rajesh Swar, Pradeep Panda, M. E. Khan, and Rick Homan. Effect of introducing an 'afternoon pay clinic' on service utilization and cost recovery (Nepal). Population Council, 2007. http://dx.doi.org/10.31899/rh4.1192.

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Winiarski, David W. Analysis of IECC2003 Chiller Heat Recovery for Service Water Heating Requirement for New York State. Office of Scientific and Technical Information (OSTI), August 2004. http://dx.doi.org/10.2172/15020948.

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Charnley, Susan, Pamela J. Jakes, and John Schelhas. A socioeconomic assessment of Forest Service American Recovery and Reinvestment Act projects: eight case studies. Portland, OR: U.S. Department of Agriculture, Forest Service, Pacific Northwest Research Station, 2011. http://dx.doi.org/10.2737/pnw-gtr-831.

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Winiarski, D. Analysis of IECC2003 Chiller Heat Recovery for Service Water Heating Requirement for New York State. Office of Scientific and Technical Information (OSTI), April 2004. http://dx.doi.org/10.2172/1779786.

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Gebert, Krista M., and Susan L. Odell. A descriptive analysis of change in eligibility status for the USDA Forest Service Economic Recovery Program. Ft. Collins, CO: U.S. Department of Agriculture, Forest Service, Rocky Mountain Research Station, 2007. http://dx.doi.org/10.2737/rmrs-rp-62.

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Charnley, Susan, Pamela Jakes, and John Schelhas. Socioeconomic assessment of Forest Service American Recovery and Reinvestment Act projects: key findings and lessons learned. Portland, OR: U.S. Department of Agriculture, Forest Service, Pacific Northwest Research Station, 2012. http://dx.doi.org/10.2737/pnw-gtr-832.

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