Purpose This research conceptualizes service recovery process (SRPs) within pre-recovery, recovery and post-recovery. This study aims to provide a summary of factors and strategies with respect to SRPs. Also, this research highlights different responses by organizations to SRPs. These responses are synthesized in this research in the context of SRPs. Design/methodology/approach This study provides a systemic literature review that considers only studies that have been published within the past 11 years to highlight the different response options used today. This study only selected papers that are included in a rigorous review process such that they explicitly contribute towards practice, theory and policy. Findings The pre-recovery is about the awareness of the problem whereby communication between the customer and organization is initiated to resolve the issue, and it provides a critical foundation for the recovery expectations. The recovery phase concluded with either a satisfactory resolution of the problem or when the customer gives up on his/her query due to another failure of the organization. Post-recovery encompasses the period in which the recovery efforts have concluded, and the customers have now started to evaluate their experience of preceding phases. A major contribution of this study is that it provides a summary of factors and strategies with respect to SRPs. Research limitations/implications The managers of service-providing organization can use this synthesis to evaluate the response of their organization to different instances of service failures along SRPs. They can then modify their responses. Managers can also use this synthesis as part of an employee training programme to ensure wide coverage of potential responses of the organization following a failure of service. Originality/value This research then highlights different questions that can be explored in future studies regarding the various phases involved in SRPs. Finally, this research outlines the recommendations for businesses looking to benefit from adopting SRPs by also considering the related managerial implications. This study will provide a conceptual framework as to the future direction of the overall study through highlighting gaps of understanding related to SRPs.

The large organizations are more interested in adopting new technology because these organizations have more financial resources, human capital, technological competencies, employees, and organizational support. On the other hand, small- and medium-sized enterprises (SMEs) have more challenges with respect to suppliers, organizational contextual factors, technological competencies, and financial resources which negatively influence the adoption rate of e-procurement system. The present study aims to identify these challenges with the purpose to understand the adoption capabilities that can help SMEs to adopt e-procurement systems in the perspective of a developing country. To achieve this aim, the researcher data had gathered from the internal and external stakeholders of five SMEs of textile sector. Findings highlighted that SMEs are facing many challenges such as complexity and formalization, formal and informal linking structures, financial and strategic integration, industry characteristics, and technology infrastructure. The adoption of e-procurement systems can improve the employee abilities, motivation, opportunities, interconnectedness and system openness, inventory system, purchasing process, and organizational capabilities.