Addressing service failure and initiating service recovery in online platforms: literature review and research agenda

Manu, Chris; Sreejesh, S

doi:10.1080/0965254x.2020.1783568

Cited by 10 publications

(11 citation statements)

References 95 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Baker and Kim (2018) Control theory Y. S. Kim and Baker (2019) Theory of reciprocity Y. S. Kim and Baker (2019) Signalling theory Byun and Jang ( 2019 and Adil et al (2022). However, these reviews also highlighted certain theories such as agency theory, social identity theory, social influence theory, consumer inference theory, actor network theory (Manu & Sreejesh, 2021, contingency factors (Baliga et al, 2021, social learning theory and cognitive fit theory (Adil et al, 2022) specific to online contexts and B2B sector in SFR.…”

Section: Discussionmentioning

confidence: 99%

“…1. In the context of online SFR, research has focused disproportionately on web sites and social media web care and thus attention has to be redirected towards other shared/non‐shared platforms such as Trip Advisor and Blogs (Manu & Sreejesh, 2021)…”

Section: Discussionmentioning

confidence: 99%

“…A majority reviews seek to empirically validate the relationships most widely explored in the field through meta‐analysis. The other review articles in the field of SFR have a narrow research focus in terms of the sector they span such as hospitality (Gyung Kim et al, 2010), hospitality and tourism (Koc, 2019) or the context such as B2B (Baliga et al, 2021), online service failure (Adil et al, 2022) or online service recovery (Manu & Sreejesh, 2021). The other qualitative reviews notably by Khamitov et al (2020) and van Vaerenbergh and Orsingher (2016) are integrative in nature and proffer a bird's eye view of the field of SFR either in relation to other fields or across disciplines.…”

Section: Scope Of the Studymentioning

confidence: 99%

“…Any effort by the service provider to provide a gain in order to rectify, amend or restore the loss suffered by a customer due to the service failure (Hazée et al, 2017; Hess et al, 2003; Smith et al, 1999) whether in response to a complaint (Holloway & Beatty, 2003) or not (Chebat & Slusarczyk, 2005) is referred to as service recovery. Service recovery does not merely subvert the negative consequences of service failure (Migacz et al, 2018) but also induces favourable behavioural intentions on the part of customers (Bitner et al, 1990; Jung & Seock, 2017; La & Choi, 2019; Manu & Sreejesh, 2021; Weitzl & Hutzinger, 2017).…”

Section: Introductionmentioning

confidence: 99%

“…With the proliferation of the use of technology in service encounters (Lu et al, 2020), service failures and consequent rectifications are taking place in technology aided and diverse service contexts. Yet the scholarship is fragmented and attempts at consolidation have been isolated to specific platforms or service areas (Adil et al, 2022; Baliga et al, 2021; Manu & Sreejesh, 2021).…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

Service failure and service recovery: A hybrid review and research agenda

Sahaf,

Fazili

2023

Int J Consumer Studies

View full text Add to dashboard Cite

It is an opportune time to reflect on the progress of service failure and service recovery in the field of service marketing, specifically with a focus on perceived justice. Over the past three decades, justice theory has played a pivotal role in explaining these phenomena, prompting the need to evaluate its current standing and contributions. The study reviews the literature on service failure and recovery (SFR) using the hybrid review approach through an integration of bibliometric analysis and a framework‐based review (Theories–Characteristics–Contexts–Methods; Paul and Rosado‐Serrano, 2019, International Marketing Review, 36(6), 830–858). In the bibliometric overview, the publication trend and citation structure of articles dealing with perceived justice in SFR between 1990 and March 2022, the most prolific authors/sources as well as the most active institutions that contribute the most to this field of scientific inquiry have been analysed in detail. Following the performance analysis, the authors carry out scientific mapping that underscores the intellectual corpus as well as the emergent themes of the field. Using network analysis in visualization of similarities viewer software, service failure, service recovery and perceived justice in service failure and service recovery have been grouped into clusters based on co‐citation analysis and bibliographic coupling. The articles in the clusters are critically reviewed in terms of theories, contexts, characteristics and methods to not only synthesize the foundational knowledge in the field and propose avenues for future but also make recommendations for academia and industry. To add scientific rigour, the study uses Scientific Procedures and Rationales for Systematic Literature Reviews (Paul et al., 2021, International Journal of Consumer Studies, 45(4), O1–O16) protocol to guide review decisions in a bibliometric analysis.

show abstract

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Scope Of the Studymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Service failure and service recovery: A hybrid review and research agenda

Sahaf,

Fazili

2023

Int J Consumer Studies

View full text Add to dashboard Cite

show abstract

The effects of eWom triggered service recovery on customer citizenship behavior in the hospitality industry: The moderating role of failure severity

Tengilimoglu,

Öztürk

2024

Journal of Tourism Research

View full text Add to dashboard Cite

This study examines service failures in the hospitality industry, amplified by the shift to online platforms, and highlights the need for effective online recovery methods. These methods are crucial for retaining existing customers and preventing potential customer loss. Despite its importance, customer citizenship behavior resulting from service recovery must be noticed. This study examines the impact of service failure severity and online recovery methods on customer citizenship behavior, employing six scenarios varying in severity and recovery strategies. Multi‐group scanning electron microscope analysis reveals that justice types positively influence recovery satisfaction, enhancing customer citizenship behaviors. Failure severity moderates the relationship between recovery satisfaction and customer citizenship behavior, with recovery satisfaction being more effective in promoting advocacy and tolerance behaviors during low‐severity failures. However, this effect diminishes in high‐severity failures. Effective recovery strategies can transform negative service failures into positive outcomes for hospitality organizations.

show abstract

Does customer-based destination brand equity help customers forgive firm service failure in a tourist ecosystem? An investigation through explanatory sequential mixed-method design

Sahaf,

Fazili

2024

Journal of Destination Marketing & Management

View full text Add to dashboard Cite

Addressing service failure and initiating service recovery in online platforms: literature review and research agenda

Cited by 10 publications

References 95 publications

Service failure and service recovery: A hybrid review and research agenda

Service failure and service recovery: A hybrid review and research agenda

The effects of eWom triggered service recovery on customer citizenship behavior in the hospitality industry: The moderating role of failure severity

Does customer-based destination brand equity help customers forgive firm service failure in a tourist ecosystem? An investigation through explanatory sequential mixed-method design

Contact Info

Product

Resources

About