Journal articles: '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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Kaiser, G., B. Burkhard, H. Römer, S. Sangkaew, R. Graterol, T. Haitook, H. Sterr, and D. Sakuna-Schwartz. "Mapping tsunami impacts on land cover and related ecosystem service supply in Phang Nga, Thailand." Natural Hazards and Earth System Sciences 13, no. 12 (December 5, 2013): 3095–111. http://dx.doi.org/10.5194/nhess-13-3095-2013.

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Abstract. The 2004 Indian Ocean tsunami caused damages to coastal ecosystems and thus affected the livelihoods of the coastal communities who depend on services provided by these ecosystems. The paper presents a case study on evaluating and mapping the spatial and temporal impacts of the tsunami on land use and land cover (LULC) and related ecosystem service supply in the Phang Nga province, Thailand. The method includes local stakeholder interviews, field investigations, remote-sensing techniques, and GIS. Results provide an ecosystem services matrix with capacity scores for 18 LULC classes and 17 ecosystem functions and services as well as pre-/post-tsunami and recovery maps indicating changes in the ecosystem service supply capacities in the study area. Local stakeholder interviews revealed that mangroves, casuarina forest, mixed beach forest, coral reefs, tidal inlets, as well as wetlands (peat swamp forest) have the highest capacity to supply ecosystem services, while e.g. plantations have a lower capacity. The remote-sensing based damage and recovery analysis showed a loss of the ecosystem service supply capacities in almost all LULC classes for most of the services due to the tsunami. A fast recovery of LULC and related ecosystem service supply capacities within one year could be observed for e.g. beaches, while mangroves or casuarina forest needed several years to recover. Applying multi-temporal mapping the spatial variations of recovery could be visualised. While some patches of coastal forest were fully recovered after 3 yr, other patches were still affected and thus had a reduced capacity to supply ecosystem services. The ecosystem services maps can be used to quantify ecological values and their spatial distribution in the framework of a tsunami risk assessment. Beyond that they are considered to be a useful tool for spatial analysis in coastal risk management in Phang Nga.

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Li, Haoran, Chenyang Lu, and Christopher D. Gill. "RT-ZooKeeper: Taming the Recovery Latency of a Coordination Service." ACM Transactions on Embedded Computing Systems 20, no. 5s (October 31, 2021): 1–22. http://dx.doi.org/10.1145/3477034.

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Fault-tolerant coordination services have been widely used in distributed applications in cloud environments. Recent years have witnessed the emergence of time-sensitive applications deployed in edge computing environments, which introduces both challenges and opportunities for coordination services. On one hand, coordination services must recover from failures in a timely manner. On the other hand, edge computing employs local networked platforms that can be exploited to achieve timely recovery. In this work, we first identify the limitations of the leader election and recovery protocols underlying Apache ZooKeeper, the prevailing open-source coordination service. To reduce recovery latency from leader failures, we then design RT-Zookeeper with a set of novel features including a fast-convergence election protocol, a quorum channel notification mechanism, and a distributed epoch persistence protocol. We have implemented RT-Zookeeper based on ZooKeeper version 3.5.8. Empirical evaluation shows that RT-ZooKeeper achieves 91% reduction in maximum recovery latency in comparison to ZooKeeper. Furthermore, a case study demonstrates that fast failure recovery in RT-ZooKeeper can benefit a common messaging service like Kafka in terms of message latency.

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Bambauer-Sachse, Silke, and Landisoa Eunorphie Rabeson. "Service recovery for moderate and high involvement services." Journal of Services Marketing 29, no. 5 (August 10, 2015): 331–43. http://dx.doi.org/10.1108/jsm-05-2014-0155.

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Purpose – The purpose of this study is to determine which level of tangible compensation for a service failure leads to high levels of customer satisfaction for moderate- versus high-involvement services as well as for different conditions of responsibility for the failure and failure severity. Design/methodology/approach – The study is based on a 4 (tangible compensation: gift, discount, credit for future consumption, refund) × 2 (responsibility for the failure: restaurant vs customer) × 2 (failure severity: low vs high) × 2 (involvement: moderate vs high) design using scenarios in a restaurant context. Findings – The results reveal that, for moderate-involvement services, all types of compensation are equally appropriate, except for when customers are responsible for a severe failure. In this condition, they expect tangible compensation of higher benefit. For high-involvement services, the more severe the failure, the higher the benefit of tangible compensation should be, independent of responsibility. Practical implications – The findings suggest that managers should consider the level of service involvement as well as responsibility for and severity of the failure when choosing the level of tangible compensation. Originality/value – The results of this study provide new insights into how to choose appropriate and efficient service recovery measures.

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Gidener, Nazlı Gülfem, and Durmuş Ali Deveci. "An Analysis of Service Failures and Recovery Strategies in the Turkish Third Party Logistics Service Industry." Transactions on Maritime Science 9, no. 1 (April 20, 2020): 35–50. http://dx.doi.org/10.7225/toms.v09.n01.003.

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Service literature indicates that both service failure and service recovery have a strong impact on the business relationships between service providers and their customers. The purpose of this research is twofold: to explore and analyze the most common service failures and implemented recovery strategies in Turkish third party logistics service industry and examine their impact on business relationships. Critical Incident Technique (CIT) was used. Thus, information on critical incidents were collected from both third party logistics service providers (3PLs) and their customers, failures and recovery strategies were categorized and the impact of service failures and recovery strategies on future relationships between customers and 3PLs examined. The findings indicate that service failures are most frequently encountered in customer services and port operations and that symbolic service recovery is the most common recovery strategy implemented by third party logistics service providers. The findings also show that third party logistics service providers and carriers are the most common sources of failure in third party logistics services.

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Singh, Jaywant, and Benedetta Crisafulli. "Managing online service recovery: procedures, justice and customer satisfaction." Journal of Service Theory and Practice 26, no. 6 (November 14, 2016): 764–87. http://dx.doi.org/10.1108/jstp-01-2015-0013.

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Purpose The internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding, research evidence on how firms can deliver online service recovery remains scarce. The purpose of this paper is to investigate the impact of two online service recovery strategies – online information and technology-mediated communication – on customer satisfaction, switching and word of mouth intentions. Design/methodology/approach A scenario-based experiment is employed. Data are analysed using partial least squares structural equation modelling. Findings Online information and technology-mediated interactions can be used as online service recovery strategies. When fair, online service recovery can restore customer satisfaction, lower switching and enhance positive word of mouth. Interactional justice delivered through technology-mediated communication is a strong predictor of satisfaction with online service recovery. Yet, customers in subscription services show greater expectations of online service recovery than those in non-subscription services. Research limitations/implications Further research could examine the impact of online service recovery on relational constructs, such as trust. Since customers participate in the online recovery process, future research could investigate the role of customers as co-creators of online service recovery. Practical implications Service managers should design online recovery strategies that meet customer need for interactional justice, for example, bespoke e-mails, and virtual chat communications with genuine customer care. Originality/value Online information and technology-mediated communication function as online service recovery strategies. Customer perceptions of justice towards online service recovery restore satisfaction, and encourage loyal behaviour.

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Conway, C., P. W. G. Surgenor, T. B. Thekiso, A. Moore, A. Campion, A. Tormey, and G. Rush. "Client personal recovery and recovery orientation of an Irish suicide intervention charity." Irish Journal of Psychological Medicine 35, no. 2 (August 2, 2017): 113–20. http://dx.doi.org/10.1017/ipm.2016.18.

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BackgroundRecovery is a key goal for individuals, and services’ recovery orientation can facilitate this process. The independent mental health sector is increasingly important in Ireland, particularly in counselling and suicide prevention. We aimed to evaluate Pieta House as a recovery-oriented service through clients’ self-rated recovery; and clients’ and therapists’ evaluation of the service.MethodsClients completing therapy over a 3-month period were invited to complete the Recovery Assessment Scale (RAS) and the Recovery Self Assessment-Revised (RSA-R). Therapists completed the RSA-R staff version.ResultsResponse rate was 36.7% for clients (n=88), 98% for therapists (n=49). Personal recovery was endorsed by 73.8% of clients, with highest agreement for factors ‘Willingness to Ask for Help’ (84.5%), and ‘Reliance on Others’ (82.1%). A smaller number agreed with factors ‘Personal Confidence and Hope’ (61.3%) and ‘No Domination by Symptoms’ (66.6%). Clients’ and therapists’ evaluation of the service showed high levels of agreement with factors of ‘Choice’ (90.9% clients, 100% therapists); ‘Life Goals’ (84.1% clients, 98% therapists) and ‘Individually Tailored Services’ (80.6% clients, 79.6% therapists). Client involvement in service management had the lowest level of agreement (36.4% clients, 30.6% therapists). Clients’ self-rated recovery correlated with their rating of the service (correlation value 0.993, p=0.01).ConclusionsClients’ self-rated recovery and the recovery orientation of Pieta House were rated highly, with areas for improvement in service user involvement, peer support and advocacy. The correlation of personal recovery and recovery orientation of the service may merit further study.

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Boshoff, C. "Can service firms overdo service recovery? An assessment of non-linearity in service recovery satisfaction." South African Journal of Business Management 43, no. 3 (September 30, 2012): 1–12. http://dx.doi.org/10.4102/sajbm.v43i3.470.

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Owing to the human nature of service delivery service failures occasionally occur. Persistently poor service delivery will, however, have a harmful impact on the survival and growth prospects of service firms. Service failure thus calls for remedial action, better known as service recovery. A variety of remedies have been proposed over the years. These remedies or tactics include fixing the problem, apologising, compensation (financial compensation or other forms of redress), a timely response and offering an explanation. A general theme in the service recovery literature is that ‘more is better’. The validity of this contention has, however, not been adequately considered. In other words, in a service recovery context, is more always better? Can service recovery be over-done (known as ‘over-benefitting’)? If so, what are the consequences? Based on the results of two field-type experimental studies involving a sample of 12 800 respondents the conclusion is that over-benefitting can be counter-productive. Over-benefitting consistently produced satisfaction scores lower than service recovery that was more moderate in nature.

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Teng, Rui, Toshikazu Sakano, and Yoshinori Suzuki. "Instantaneous Networking Service Availability for Disaster Recovery." Applied Sciences 10, no. 24 (December 17, 2020): 9030. http://dx.doi.org/10.3390/app10249030.

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Networking services may be broken down in a disaster situation while people in the disaster area(s) strongly demand networking services for both communication and information sharing among users. This requires the fast restoration of networking services to fulfil the demand–supply gap. Although there are a number of studies on restoring communication and networking in disasters, few studies have explicitly examined the service availability during the temporary and partial recovery process of network restoration. From the perspective of users in the disaster area, it is important to be able to communicate or share information with people whenever they want/need to do so. Therefore, partial and local recovery of the networking services also plays an important role for improving service availability in the disaster situations. To assess the restoration effectiveness of networking services with a measure of user satisfaction level, we propose to use instant networking service availability (I-NSA), a novel metric, and we examine the effectiveness of networking service restoration solutions using the metric. I-NSA allows us to clearly express the instant availability of networking services that drastically changes with the elapsed time from the disaster occurrence in disaster areas. This paper examines the effective improvement of I-NSA when Local-and-Instant Clouds (LI-Clouds) are applied to the disaster situation. LI-Cloud has been designed and practically developed to provide deployable networking services to users. We verify that LI-Cloud enables significant improvement on the I-NSA performance in the fast restoration of networking services.

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Tipton, David. "Service Recovery in Pharmacies." Journal of Pharmaceutical Marketing & Management 13, no. 3 (January 2000): 71–83. http://dx.doi.org/10.3109/j058v13n03_04.

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Tipton, David. "Service Recovery in Pharmacies." Journal of Pharmaceutical Marketing & Management 13, no. 3 (March 1, 2000): 71–85. http://dx.doi.org/10.1300/j058v13n03_04.

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Isenberg, Steven F. "Professional Service Recovery Audits." Ear, Nose & Throat Journal 85, no. 10 (October 2006): 648. http://dx.doi.org/10.1177/014556130608501010.

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Michel, Stefan, David Bowen, and Robert Johnston. "Why service recovery fails." Journal of Service Management 20, no. 3 (June 19, 2009): 253–73. http://dx.doi.org/10.1108/09564230910964381.

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PurposeThe keys to effective service recovery are familiar to many throughout industry and academia. Nevertheless, overall customer satisfaction after a failure has not improved, and many managers claim their organizations cannot respond to and fix recurring problems quickly enough. Why does service recovery so often fail and what can managers do about it? This paper aims to address these issues.Design/methodology/approachThe objective is to produce an interdisciplinary summary of the growing literature on service recovery, bringing together what each of the author's domain – management, marketing, and human resources management – has to offer. By contrasting those three perspectives using 141 academic sources, nine tensions between customer, process, and employee recovery are discovered.FindingsIt is argued that service recovery often fails due to the unresolved tensions found between the conflicting perspectives of customer recovery, process recovery, and employee recovery. Therefore, successful service recovery requires the integration of these different perspectives. This is summarized in the following definition: “Service recovery are the integrative actions a company takes to re‐establish customer satisfaction and loyalty after a service failure (customer recovery), to ensure that failure incidents encourage learning and process improvement (process recovery) and to train and reward employees for this purpose (employee recovery).”Practical implicationsManagers are not advised to directly address and solve the nine tensions between customer recovery, process recovery, and employee recovery. Instead, concentrating on the underlying cause of these tensions is recommended. That is, managers should strive to integrate service recovery efforts based upon a “service logic”; a balance of functional subcultures; strategy‐driven resolution of functional differences; data‐based decision making from the seamless collection and sharing of information; recovery metrics and rewards; and development of “T‐shaped” employees with a service, not just functional, mindset.Originality/valueThis paper provides an interdisciplinary view of the difficulties to implement a successful service recovery management. The contribution is twofold. First, specific tensions between customer, process and employee recovery are identified. Second, managers are offered recommendations of how to integrate the diverging perspectives.

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Schmöcker, Jan-Dirk, Shoshana Cooper, and William Adeney. "Metro Service Delay Recovery." Transportation Research Record: Journal of the Transportation Research Board 1930, no. 1 (January 2005): 30–37. http://dx.doi.org/10.1177/0361198105193000104.

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This study was conducted to identify the strategies used by operators to provide a high level of service. The research distinguishes between punctuality and regularity of service and proposes that metro passengers primarily value regularity. The focus of this research is not on incident prevention, but on strategies that can be implemented after an incident to restore service swiftly and to minimize delay. The research identifies the recovery strategies used by six metros and summarizes advantages and disadvantages of these strategies. The influence of the type of delay on the choice of strategy is described. Similarly, the impact of constraints such as line length, service frequency, and passenger crowding on the effectiveness of each strategy is also discussed. It was found that it was generally sufficient to distinguish minor incidents, slow-moving delays, and major incidents. A case study shows that those metros with higher inbuilt flexibility can return more easily to normal service. This finding will have implications for metro management. The research has been carried out by the Railway Technology Strategy Centre at Imperial College London in collaboration with the Community of Metros benchmarking group. The performances and service qualities of six metros (three European, two American, and one Asian) have been analyzed and compared. The study consists of a quantitative analysis of the performance of two lines from each metro, together with a more qualitative assessment of the strategies used to optimize performance, through structured interviews with key operational and managerial staff.

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DeWitt, Tom, and Michael K. Brady. "Rethinking Service Recovery Strategies." Journal of Service Research 6, no. 2 (November 2003): 193–207. http://dx.doi.org/10.1177/1094670503257048.

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Pina e Cunha, Miguel, Arménio Rego, and Ken Kamoche. "Improvisation in service recovery." Managing Service Quality: An International Journal 19, no. 6 (November 13, 2009): 657–69. http://dx.doi.org/10.1108/09604520911005053.

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Callan, Roger J., and Jacqueline Moore. "Service Guarantee: A Strategy for Service Recovery." Journal of Hospitality & Tourism Research 22, no. 1 (February 1998): 56–71. http://dx.doi.org/10.1177/109634809802200106.

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The study suggests that service guarantees are a valuable means of recovery from service breakdowns. The methodology employed is a review of the literature with a focus on hospitality organizations. A review of attribution theory provides a framework for the causal dimensions of perceived service quality and failure. Definitions and functions of service guarantees are explored together with their characteristics. Types of service guarantees are examined with examples of their application in hospitality. The article concludes that not all service failures are attributed to the organization, and service guarantees may be an inappropriate response to these failures. Although service guarantees are gaining in popularity, they do not present a benefit for organizations with historically poor service standards. Attention should be paid to the quality of the service provided before considering a guarantee of that service. Effective recovery from a service breakdown can further enhance the reputation of the organization.

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Nguyen, Quoc Nghi, Anh Tin Ngo, and Van Nam Mai. "Factors impacting online complaint intention and service recovery expectation: The case of e-banking service in Vietnam." International Journal of Data and Network Science 5, no. 4 (2021): 659–66. http://dx.doi.org/10.5267/j.ijdns.2021.8.001.

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With advanced technology, service providers have used multiple channels to get customer feedback. Online complaints are considered a useful solution for many service providers. If the online complaints are appropriately resolved, this not only helps recover customer satisfaction but also enhances the service image in customers' minds. This study applies structural equation modeling (SEM) to determine the affecting factors on online complaint intention and service recovery expectation in e-banking services. Research data are collected by random sampling with a sample size of 206 customers who have ever experienced e-banking service failures. The study demonstrated that customers' intention to complain online is influenced by attitude towards online complaints, complaint experience, and service failure severity. Besides, online complaint intention positively influences customers’ recovery expectations for e-banking service failures.

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Tuan, Luu Trong, and Vo Thanh Thao. "Charismatic leadership and public service recovery performance." Marketing Intelligence & Planning 36, no. 1 (February 5, 2018): 108–23. http://dx.doi.org/10.1108/mip-06-2017-0122.

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Purpose Public service failures need to be recovered to sustain citizen satisfaction with public services. The purpose of this paper is to investigate the role of charismatic leadership in leveraging public service recovery performance (PSRP) as well as a moderated mediation mechanism underlying such an effect. Design/methodology/approach Public employees and their managers from local governments were recruited to provide the data for this research. Data analysis was conducted through structural equation modeling. Findings From the research results, charismatic leadership demonstrated the positive association with PSRP via public service motivation (PSM) as a mediator. Besides, serving culture was also found to play a moderating role to strengthen the positive links between charismatic leadership and PSRP as well as PSM. Originality/value The research model adds further insights into charismatic leadership and service recovery knowledge through the relationship between these two concepts as well as a moderated mediation mechanism underpinning this relationship.

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Lentisco, Carlos M., Luis Bellido, and Encarna Pastor. "Seamless Mobile Multimedia Broadcasting Using Adaptive Error Recovery." Mobile Information Systems 2017 (2017): 1–11. http://dx.doi.org/10.1155/2017/1847538.

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Multimedia services over mobile networks present several challenges, such as ensuring a reliable delivery of multimedia content, avoiding undesired service disruptions, or reducing service latency. HTTP adaptive streaming addresses these problems for multimedia unicast services, but it is not efficient from the point of view of radio resource consumption. In Long-Term Evolution (LTE) networks, multimedia broadcast services are provided over a common radio channel using a combination of forward error correction and unicast error recovery techniques at the application level. This paper discusses how to avoid service disruptions and reduce service latency for LTE multimedia broadcast services by adding dynamic adaptation capabilities to the unicast error recovery process. The proposed solution provides a seamless mobile multimedia broadcasting without compromising the quality of the service perceived by the users.

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Badaro, Gilbert, Ulf Behrens, James Branson, Philipp Brummer, Sergio Cittolin, Diego Da Silva-Gomes, Georgiana-Lavinia Darlea, et al. "DAQExpert the service to increase CMS data-taking efficiency." EPJ Web of Conferences 245 (2020): 01028. http://dx.doi.org/10.1051/epjconf/202024501028.

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The Data Acquisition (DAQ) system of the Compact Muon Solenoid (CMS) experiment at the LHC is a complex system responsible for the data readout, event building and recording of accepted events. Its proper functioning plays a critical role in the data-taking efficiency of the CMS experiment. In order to ensure high availability and recover promptly in the event of hardware or software failure of the subsystems, an expert system, the DAQ Expert, has been developed. It aims at improving the data taking efficiency, reducing the human error in the operations and minimising the on-call expert demand. Introduced in the beginning of 2017, it assists the shift crew and the system experts in recovering from operational faults, streamlining the post mortem analysis and, at the end of Run 2, triggering fully automatic recovery without human intervention. DAQ Expert analyses the real-time monitoring data originating from the DAQ components and the high-level trigger updated every few seconds. It pinpoints data flow problems, and recovers them automatically or after given operator approval. We analyse the CMS downtime in the 2018 run focusing on what was improved with the introduction of automated recovery; present challenges and design of encoding the expert knowledge into automated recovery jobs. Furthermore, we demonstrate the web-based, ReactJS interfaces that ensure an effective cooperation between the human operators in the control room and the automated recovery system. We report on the operational experience with automated recovery.

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Skaalsvik, Hugo. "Why service recovery fails: A case study on the Norwegian Coastal Voyage (Hurtigruten)." European Journal of Tourism Research 5, no. 2 (October 1, 2012): 129–52. http://dx.doi.org/10.54055/ejtr.v5i2.102.

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This paper deals with a service recovery study carried out on the prestigious Norwegian Coastal Voyage (NCV) or the Hurtigruten, which is the brand name. The research is based on a collection of 51 service failure incidents, of which 16 were recovered by the service provider. However, 35 service failure incidents were not recovered, and the paper documents why service recovery failed in these cases on the Hurtigruten. The findings show that the service actors, the service leadership due to lack of service competencies, the service employees due to lack of knowledge, skills and empowerment, and the customers themselves due to their own attitudes and behaviours explain why service recovery failed.

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Ringberg, Torsten, Gaby Odekerken-Schröder, and Glenn L. Christensen. "A Cultural Models Approach to Service Recovery." Journal of Marketing 71, no. 3 (July 2007): 194–214. http://dx.doi.org/10.1509/jmkg.71.3.194.

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Service recovery research remains conflicted in its understanding of consumers' recovery expectations and of why similar goods or service failures may lead to different recovery expectations. The authors argue that this conflict results from the assumption that consumer recovery expectations are monolithic and largely homogeneous, driven mainly by behavioral, relational, or contextual stimuli. Instead, recovery scenarios involving high-involvement (i.e., self-relevant) goods and service failures may activate closely held, identity-related cultural models that, though ultimately applied to regain balance (a foundational schema), differ according to their sociocultural heritage and create a range of unique consumer recovery preferences. The authors empirically identify three embodied cultural models—relational, oppositional, and utilitarian—that consumers apply to goods or service failures. Furthermore, the authors discuss implications for service recovery research and services marketing practice and introduce adaptive service recovery diagnostics that enable providers to identify and respond to consumers' varying recovery preferences.

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Elsegood, Kelly J., Lucinda Anderson, and Rachel Newton. "Introducing the recovery inspiration group: promoting hope for recovery with inspirational recovery stories." Advances in Dual Diagnosis 11, no. 4 (November 19, 2018): 137–46. http://dx.doi.org/10.1108/add-03-2018-0004.

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Purpose The purpose of this paper is to undertake a preliminary evaluation of a novel intervention – Recovery Inspiration Group, which uses recovery stories to promote hope and inspiration for recovery among people with complex mental health difficulties. Design/methodology/approach The Recovery Inspiration Group was delivered to women on a specialist personality disorder inpatient unit, who were concurrently participating in a dialectical behaviour therapy (DBT) Programme. In total, 12 service users participated in the RIG and as part of the intervention, wrote down key reflections after hearing each recovery story. A thematic analysis of these reflections formed the primary basis of the evaluation. Descriptive statistics derived from a service user feedback survey (n=6) supplemented the qualitative findings. Findings Three themes were identified in the qualitative data, suggesting that participants had engaged with recovery-oriented reflections and experiences: recovery stories as validating and inspiring; Generalisation of DBT skills; shifting perspectives of recovery: doing better rather than being better. The survey results unanimously endorsed the RIG as a worthwhile and validating experience, which participants would recommend to other service users. Practical implications Recovery Inspiration Group appears to be a low-cost and easily replicable intervention with the potential to promote hope and inspiration for recovery among people with complex mental health difficulties. Originality/value Recovery Inspiration Group is a novel approach to harnessing the wisdom of people with lived experience of mental health difficulties, to foster hope among users of mental health inpatient services.

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Nguyen, Doan T., Janet R. McColl‐Kennedy, and Tracey S. Dagger. "Matching service recovery solutions to customer recovery preferences." European Journal of Marketing 46, no. 9 (September 14, 2012): 1171–94. http://dx.doi.org/10.1108/03090561211247865.

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Almarashdeh, Ibrahim. "The effect of recovery satisfaction on citizens loyalty perception: a case study of mobile government services." International Journal of Electrical and Computer Engineering (IJECE) 10, no. 4 (August 1, 2020): 4279. http://dx.doi.org/10.11591/ijece.v10i4.pp4279-4295.

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Use of mobile services is an integral part of today’s life. Organizations, government agencies as well as service providers in the market employ mobile services or application in reaching their citizens or users worldwide. Notably, service failure issues might frustrate users in using mobile service, but usually, service providers would employ the strategy of recovery as solution. Recovery strategy aims to sustain the relationship with users following service failure. Somehow, the factors that might impact recovery process are unclear. It is also unclear if users will use the service again following the completion of recovery process. Hence, in this study, a survey on 743 adults was carried out, and the data were analyzed using SEM to determine the factors that impact users’ recovery satisfaction the most and the impact of recovery satisfaction on citizens loyalty to use mobile government in the future. The finding of this study illustrated that expect of self-efficacy, all factors proposed in the research model found to has a significant impact on recovery satisfaction. Among all the supported hypothesis, the highest impact on recovery satisfaction comes from perceived trust in government as the initial predictor to use the service

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Mohammed Yusr, Maha, Mohamad Zainol Abidin Bin Adam, Dayang Nor Saina Bt Azzeni, and Wan Mohd Azwan Bin Abaid. "Do Not Panic! Enhancing Service Recovery of Nursing Services." Management Issues in Healthcare System 4, no. 1 (January 1, 2018): 29–41. http://dx.doi.org/10.33844/mihs.2018.60279.

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Weun, Seungoog, Sharon E. Beatty, and Michael A. Jones. "The impact of service failure severity on service recovery evaluations andpost‐recovery relationships." Journal of Services Marketing 18, no. 2 (March 2004): 133–46. http://dx.doi.org/10.1108/08876040410528737.

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Skaalsvik, Hugo. "Service recovery in a cruise line context – A study on the Norwegian coastal voyage (Hurtigruten)." European Journal of Tourism Research 4, no. 2 (October 1, 2011): 157–79. http://dx.doi.org/10.54055/ejtr.v4i2.72.

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This paper reports on a study on service recovery carried out on the prestigious Norwegian Coastal Voyage (NCV) or the Hurtigruten which is the brand name. The exploration is based on a collection of 51 service failure incidents of which 16 were recovered by the service provider. This paper describes the service recovery actions made by the service provider and discusses components of effective service recovery by focusing on the role of service employees.

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Wei, Shuqin, Tyson Ang, and Nwamaka A. Anaza. "Recovering co-created service failures: the missing link of perceived justice and ethicalness." Journal of Services Marketing 33, no. 7 (December 12, 2019): 921–35. http://dx.doi.org/10.1108/jsm-02-2019-0080.

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Purpose Drawing on the fairness theory, this paper aims to propose a conceptual framework that investigates how co-creation in the failed service delivery (coproduction intensity) and co-creation in the service recovery affect customers’ evaluation of the firm’s competence, justice and ethicalness, and ultimately their willingness to co-create in the future. Design/methodology/approach Tax services were chosen as the research context. A consumer panel consisting of individuals who live in the USA and have used tax preparation services within the past year was recruited. The first study explores what happens to customers’ ethical perceptions during a failed co-created service encounter. A secondary study investigates what happens to customers’ ethical perceptions in the event that the failed co-created service is recovered. Findings The findings show that customers’ perceptions of the firm’s abilities and ethics are impeded by coproduction intensity but favorably influenced by co-creation of recovery. Practical implications A sense of ethicalness and fairness is violated when co-created service failure occurs, but fortunately, practitioners can count on engaging customers in the service recovery process as co-creators of the solution to positively alter perceived ethicalness and fairness. Originality/value Failed co-created services represent an under-researched area in the marketing literature. Current investigations of co-created service failures have largely approached the notion of fairness from a perceived justice perspective without referencing ethical judgments. However, fairness is grounded in basic ethical assumptions of normative treatment. This research is among the first to highlight the importance of perceived ethicalness in the context of co-created service failure and recovery.

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Pranic, Ljudevit, and Wesley S. Roehl. "RETHINKING SERVICE RECOVERY: A CUSTOMER EMPOWERMENT (CE) PERSPECTIVE." Journal of Business Economics and Management 13, no. 2 (April 5, 2012): 242–60. http://dx.doi.org/10.3846/16111699.2011.620137.

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Generally, complainants have been given little power to effect how their service recovery encounter unfolds. Meanwhile, the satisfactory resolution of customer complaints has been a challenging task for many service organizations. Empowering customers in service recovery provides a solution for this challenge. However, the studies on customer empowerment (CE) have taken very narrow perspectives of CE and therefore, none of them individually can explain the nature of CE in service recovery situations among various services that represent the services industry. Based upon the review of the previous research, this article proposes a more integrative theoretical framework in an attempt to better describe and explain the customers’ view of CE in the management of service recovery encounters. According to the proposed model, the degree of complainant-perceived empowerment during service recovery determines both the level of complainant's affective/cognitive responses and the level of subsequent complaint satisfaction. Implications are provided and discussed from both practical and theoretical perspectives.

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Bing Zhao, and Rungting Tu. "Performance Evaluation of Service Recovery Different Service Industries." International Journal of Digital Content Technology and its Applications 7, no. 6 (March 31, 2013): 462–69. http://dx.doi.org/10.4156/jdcta.vol7.issue6.52.

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Yoon, Sung-Wook, and Mi-Ok Seo. "Irrecoverable Service Failure and Typology of Service Recovery." Journal of the Korea Academia-Industrial cooperation Society 15, no. 10 (October 31, 2014): 6076–83. http://dx.doi.org/10.5762/kais.2014.15.10.6076.

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Björlin Lidén, Sara, and Per Skålén. "The effect of service guarantees on service recovery." International Journal of Service Industry Management 14, no. 1 (March 2003): 36–58. http://dx.doi.org/10.1108/09564230310465985.

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Galliard, Helen. "What are the implications of a recovery model for mental health services and for service users?" Psych-Talk 1, no. 64 (September 2009): 30–33. http://dx.doi.org/10.53841/bpstalk.2009.1.64.30.

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In discussing the implications of a recovery model on service users/survivors and mental health services, it is essential to define recovery. In illustrating the controversial nature of this concept it is pragmatic to discuss service users and workers in mentalhealth because implications of the recovery model affect both, but in different ways. Itis important to realise there is a division in the focus of each group; service users generally want independence from services while health care providers focus on methods an models (Bonney & Stickley, 2008). In working together both groups can improve theprovision of recovery services.

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Nguyen, Quoc Nghi, Van Tung Huynh, and Van Nam Mai. "The relationships among service failure, service recovery, customer satisfaction and trust at international hospitals: A Case in Vietnam." Uncertain Supply Chain Management 9, no. 4 (2021): 887–96. http://dx.doi.org/10.5267/j.uscm.2021.7.013.

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The objective of this study is to demonstrate the relationships among the severity of service failure, service recovery, customer satisfaction and loyalty towards the Vietnamese international hospital system. The research data were collected from 303 customers who have used services and experienced service failures at international hospitals. Applying Structural Equation Modeling, the study pointed out that service failure includes three dimensions, which are system failure, request failure, and behavior failure. Meanwhile, service recovery is made up of three dimensions which are distributive justice, procedural justice, and interactional justice. The severity of service failure positively affects service recovery and service recovery puts a powerful impact on customer satisfaction, thereby increasing their trust in international hospitals in Vietnam.

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Kim, Sooyun. "Effective and Ineffective Service Recovery Recipes in the Peer-to-Peer (P2P) Sharing-Service Model: Using the Fuzzy-Set Qualitative Comparative Analysis (fsQCA) Approach." Sustainability 14, no. 5 (February 22, 2022): 2525. http://dx.doi.org/10.3390/su14052525.

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In a peer-to-peer (P2P) sharing-service model, a platform provider (PP) has no direct control over the service quality of peer service providers (PSPs). However, an unpleasant experience with a single PSP may impact customer responses to the PP. Hence, the PP should offer PSPs guidelines on how to cope with service failures. To identify effective/ineffective recovery strategies, this study examined the influence of the characteristics of service failure/recovery and customers that influence customers’ behavioral intentions toward the PP. Specifically, it employed multiple regression analysis (MRA) and fuzzy-set qualitative comparative analysis (fsQCA) to analyze the complex relationships between service failure/recovery characteristics (severity of service failure and source of service recovery) and customers’ characteristics (PSP experience, age, and gender) regarding customers’ behavioral intentions (reuse and switching intentions of the PP). The results show (1) four solutions leading to high reuse intention and two solutions leading to high switching intention of the PP when the severity of service failure is high and (2) three solutions leading to high reuse intention and two solutions leading to high switching intention of the PP when the severity of service failure is low. By investigating recovery configurations reflecting the unique characteristics of P2P sharing services, this study contributes to the literature on both P2P sharing services and service failure/recovery.

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Wardley, Marcus. "Service recovery in unaffected consumers: evidence of a recovery paradox." International Journal of Quality and Service Sciences 14, no. 1 (October 25, 2021): 121–32. http://dx.doi.org/10.1108/ijqss-03-2021-0038.

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Purpose This paper aims to examine the effects of a general service recovery effort in consumers who were not victims of the service failure. Design/methodology/approach This study uses a 2 × 2 between-subjects design comparing a service failure announcement with apology and an anniversary event announcement, either with a 15% discount or no discount on purchase intentions. Findings A service recovery effort involving an apology and 15% discount leads to higher purchase intention in consumers who were not victims of the service failure in comparison to a control. The unexpected apology generates surprise, which amplifies the effect of the discount, leading to higher purchase intention. Practical implications The results of this study suggest that apologizing and offering a discount for a minor service failure can have positive effects on consumers who were not victims of the service failure. Thus, if a company is unsure which consumers have been affected by a service failure, this study shows that issuing a general apology for the failure does not have negative effects in unaffected consumers. Originality/value To the best of the author’s knowledge, this paper is the first to examine the effects of a service recovery effort in consumers who were not victims of the service failure and the first to find evidence of a service recovery paradox in unaffected consumers.

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Johnston, Robert, and Stefan Michel. "Three outcomes of service recovery." International Journal of Operations & Production Management 28, no. 1 (January 4, 2008): 79–99. http://dx.doi.org/10.1108/01443570810841112.

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Schaefers, Tobias, and Julia Schamari. "Service Recovery via Social Media." Journal of Service Research 19, no. 2 (September 17, 2015): 192–208. http://dx.doi.org/10.1177/1094670515606064.

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Gustafsson, Anders. "Customer satisfaction with service recovery." Journal of Business Research 62, no. 11 (November 2009): 1220–22. http://dx.doi.org/10.1016/j.jbusres.2008.11.001.

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Journal articles on the topic 'Service recovery'

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