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Exploring Customers' Experiences of Service Co-Recovery
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- Tronvoll, Bård, 1964- (author)
- Karlstads universitet,Centrum för tjänsteforskning (from 2013),Inland Norway Univ Appl Sci, N-2418 Elverum, Norway.;Karlstad Univ, CTF Serv Res Ctr, S-65188 Karlstad, Sweden.
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- Edvardsson, Bo, 1952- (author)
- Karlstads universitet,Centrum för tjänsteforskning (from 2013),Inland Norway Univ Appl Sci, N-2418 Elverum, Norway.;Karlstad Univ, CTF Serv Res Ctr, S-65188 Karlstad, Sweden.
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(creator_code:org_t)
- CATONSVILLE, MD : Institute for Operations Research and the Management Sciences (INFORMS), 2019
- 2019
- English.
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In: Service Science. - CATONSVILLE, MD : Institute for Operations Research and the Management Sciences (INFORMS). - 2164-3962 .- 2164-3970. ; 11:3, s. 189-200
- Related links:
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https://urn.kb.se/re...
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https://doi.org/10.1...
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Abstract
Subject headings
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- The occurrence of a service recovery situation shows that the intended service exchange has failed because resource integration has failed. In the co-recovery process, multiple actors (including the customer) interact to cocreate a favorable customer experience following this service failure. The aim of this paper is to extend an existing understanding of the activities and interactions that serve as resource integration drivers in customer co-recovery experiences. The article explores recovery situations in an interview-based empirical study. Based on the findings, the study develops an empirically derived model (5C), identifying and defining drivers of customer co-recovery and suggesting how firms should engage customers and other actors in the process. To heighten the practical implications, the study conceptualizes the customer recovery process by suggesting a "wheel of customer co-recovery" model. Overall, the article contributes to a deeper understanding of service recovery and the drivers of customers' experiences of service co-recovery.
Subject headings
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Keyword
- service recovery
- customer complaint behavior
- customer experience
- co-recovery
- customer co-recovery experience
- Business Administration
- Företagsekonomi
Publication and Content Type
- ref (subject category)
- art (subject category)
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