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.
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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
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A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
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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
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