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 paper, 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: pre-recovery, recovery, and post-recovery. 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 pre-recovery, recovery, and post-recovery 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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Korunk turisztikai piacán erőteljes verseny figyelhető meg a turisztikai célterületek, azaz a desztinációk között. A területi megközelítésen túl a desztinációk ekképpen versenyegységként is értelmezhetők, amelyek turisztikai irányításáért, koordinálásáért hazánkban a turisztikaidesztinációmenedzsment-szervezetek (röviden és továbbiakban: TDMSz-ek) felel(het)nek. A turizmusban anyagilag nem érdekelt, azonban érintett helyi lakosság a turizmus alanyaival kialakított közvetlen vagy közvetett kapcsolat elkerülhetetlen bármely fogadóterületen. Jelen tanulmány egy fejlődő desztinációban – Gyomaendrődön – élő és a turizmusban nem érdekelt, azonban érintett helyi lakosság attitűdvizsgálatára irányul, amely vizsgálatból fény derül a Gyomaendrődi Üdültetési Szövetség Turisztikai Egyesülettel (röviden GYÜSZ-TE), mint TDMSz helyi társadalomban betöltött szerepére is. A kutatás célja, hogy megismerje a helyi lakosság véleményét a helyi, idegenforgalomban hasznosítható értékekről, a turizmus szervezéséről és vezetéséről, valamint feltárni attitűdjüket.

In this study the effect of heat treatment time was investigated in case of recrystallization of Al99.5 material samples. Two different type were manufactured based on the previously applied cold forming. 12% and 24% cold forming was applied to the samples before the heat treatment procedure, which was always at 570 °C and cooled in water. Six different heat treatment time were investigated, namely 5, 10, 30, 60, 120 and 240 minutes. After the recrystallization procedure the microstructure and the mechanical properties were determined. It was found that in the case of the 12% cold formed samples after 30-minute-long heat treatment there were still signs of the original microstructure, however it does not affect the mechanical properties. The yield strength and the ultimate tensile strength were independent of the heat treatment time; they were only dependent on the grain size which was expected. A strong dependency can be discovered between the elongation at break and the heat treatment time. A tangent hyperbolic function was fitted on the measured data, which showed that the asymptote was ~29% for both type of samples. This is a 25% increase compared to the 5-minute-long heat treatment time samples, and this value was reached after ~120 minutes. Another result was that the elongation at break dependency on the grain size is decreasing with increasing heat treatment time.