The DOI matches its Crossref record; 14 of the 14 references it cites were found in a registry or an index.
The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
Open accessAbstract
Service failures represent temporary or permanent interruptions of the customer’s regular service experience. Although the literature identifies an extensive set of organizational alternatives for recovering from service failures, researchers have approached these responses as discrete organizational actions that are loosely connected to the dynamic nature of the recovery experience. In this article, we address this shortcoming by introducing the idea of the service recovery journey (SRJ). We first conceptualize the SRJ as the outcome of a service failure that is composed of three phases: prerecovery, recovery, and postrecovery. We then synthesize the organizational responses to service failures reported in 230 journal articles and integrate them with the novel SRJ perspective. Thereafter, we provide an extensive set of questions for future research that will expand our knowledge about the prerecovery, recovery, and postrecovery phases and address the interaction between the customer’s regular journey and the SRJ. Finally, we outline six considerations for recovery research seeking to affect business practice and discuss the managerial implications of adopting an SRJ perspective.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
Artificial intelligence in service
Huang, M.-H., & Rust, R. T. (2018) · Journal of Service Research · doi:10.1177/1094670517752459 · Cited by 3,978
Goal constructs in psychology: Structure, process, and content.
Austin, J. T., & Vancouver, J. B. (1996) · Psychological Bulletin · doi:10.1037/0033-2909.120.3.338 · Cited by 2,319
Return on Marketing: Using Customer Equity to Focus Marketing Strategy
Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.109.24030 · Cited by 2,151
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
Kruglanski, A. W., Shah, J. Y., Fishbach, A., Friedman, R., Chun, W. Y., & Sleeth-Keppler, D. (2002) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(02)80008-9 · Cited by 1,386
Goodwin, C., & Ross, I. (1992) · Journal of Business Research · doi:10.1016/0148-2963(92)90014-3 · Cited by 777
Consumer responses to compensation, speed of recovery and apology after a service failure
Wirtz, J., & Mattila, A. S. (2004) · International Journal of Service Industry Management · doi:10.1108/09564230410532484 · Cited by 725
Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2006.02.004 · Cited by 525
A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481
Cited by
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
Choi, S., Mattila, A. S., & Bolton, L. E. (2021) · Journal of Service Research · doi:10.1177/1094670520978798 · Cited by 502
Seeking empathy or suggesting a solution? Effects of chatbot messages on service failure recovery
Haupt, M., Rozumowski, A., Freidank, J., & Haas, A. (2023) · Electronic Markets · doi:10.1007/s12525-023-00673-0 · Cited by 57
Moral credentials versus moral credits: Two paths to consumers’ licensing of brand transgressions
Ryoo, Y. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.03.048 · Cited by 38
Metadata
- Authors
- Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2018-12-25
- Volume
- 22
- Issue
- 2
- Pages
- 103-119
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2905852549
- Cited by
- 322
- References
- 14
- FWCI
- 34.17
- Type
- journal article
- Language
- en
- Open access
- green
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research. https://app.cochat.ai/papers/10.1177/1094670518819852
- The paper
- Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research. Journal of Service Research. https://doi.org/10.1177/1094670518819852
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
