The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions

Kim, Hyunsu; So, Kevin Kam Fung

doi:10.1016/j.ijhm.2023.103457

Cited by 21 publications

(8 citation statements)

References 108 publications

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“…These dominant methodologies primarily involve scenario-based experimental designs (e.g., Del Río-Lanza et al, 2009;Gelbrich, 2010;Gyung Kim et al, 2010), and surveys (e.g., Babakus et al,2003;Cantor & Li, 2018;Cheung & To, 2016). Given the unique attributes of the service industry, which include novelty-seeking tendencies, cocreated experiences, and episodic nature (So et al, 2021), scholars in the field of service recovery should consider utilizing a range of methods to measure customers' responses (Kim & So, 2023). The adoption of alternative methodologies, such as field studies, longitudinal study designs, and the use of creative analytical tools is crucial for the enhanced understanding of service recovery domain, as these methods address the limitations inherent in traditional To what extent does the Proteus effect influence customer reactions to service failure and recovery in the metaverse?…”

Section: Expanding Methodological Horizons In Service Recovery Researchmentioning

confidence: 99%

“…While scenario‐based experiments are useful in gauging participants' perceptions of service recovery while ensuring higher levels of internal validity, it is common knowledge that they fall short on capturing the complexities of real‐life encounters (Kim & So, 2023; Van Vaerenbergh et al, 2019). Field studies enable researchers to embed real‐life richness in their studies thereby enhancing ecological validity and generalizability (Van Vaerenbergh & Orsingher, 2006).…”

Section: Agenda For Future Researchmentioning

confidence: 99%

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Mapping the service recovery research landscape: A bibliometric‐based systematic review

Mir

Ashraf

Syed

et al. 2023

Psychology and Marketing

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With businesses under increasing pressure to provide excellent customer service, postfailure recovery strategies have become critical for long‐term customer satisfaction and loyalty. The domain of service recovery has extensively been examined in academia; however, systematic studies that provide a consolidated overview remains scant. To this end, we provide a systematic review and synthesis of service recovery literature by conducting a bibliometric‐based cocitation analysis of 24,741 cited references from 1020 articles from across disciplines. The study identifies 10 major research clusters that represent different research streams of service recovery and explores their intellectual foundations. In addition, the research presents a conceptual framework to serve as a parsimonious guide for both practitioners and researchers. Furthermore, the study reveals a number of gaps in the existing literature and suggests promising directions for further investigation, including but not limited to: expanding methodological horizons in service recovery research, understanding service recovery mechanisms in Metaverse and synthetic environments, globalizing service recovery research, revitalizing service recovery processes in the age of artificial intelligence and robotics, investigating service recovery as an investment, and exploring service recovery in shared economies. Notably, this study serves managers, firstly, by providing them with a parsimonious structure of service recovery field that could help identify areas of improvement in their own service recovery systems and, secondly, by highlighting areas where academic knowledge base could inform industry solutions.

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Section: Expanding Methodological Horizons In Service Recovery Researchmentioning

confidence: 99%

Section: Agenda For Future Researchmentioning

confidence: 99%

Mapping the service recovery research landscape: A bibliometric‐based systematic review

Mir

Ashraf

Syed

et al. 2023

Psychology and Marketing

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“…Service robots are now increasingly being used in the hospitality and tourism industries, particularly in hotels and restaurants. These two service scenarios are also currently receiving significant attention in the field of service failure research (Kim and So, 2023). Therefore, this study validates the proposed mechanism through two studies conducted in two scenarios (hotels/restaurants).…”

Section: Overview Of the Studiesmentioning

confidence: 99%

When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure

Cui,

Zhang,

Zhong

2023

JSTP

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PurposeThis research aims to investigate the influence of consumers' anticipated trust in service providers on brand switching intention and its underlying psychological mechanism. More importantly, this study explores the moderating role of type of service providers (human staff/humanoid robots/nonhumanoid robots).Design/methodology/approachThis study adopted two single-factor between-subjects experimental designs and tested the hypotheses in two typical service failure scenarios: Study 1, a hotel scenario (N = 403); and Study 2, a restaurant scenario (N = 323).FindingsThe results suggest that there is an inverted U-shaped relationship between consumers' anticipated trust and tolerance of service failure and that such tolerance has a mediating effect on the relationship between anticipated trust and brand switching intention. Moreover, when service failure is caused by a humanoid service robot, a moderate anticipated trust level of consumers is most conducive to increasing tolerance, which in turn reduces their propensity to switch brands.Originality/valueThis study examines the nature of the relationship between anticipated trust and tolerance in a service failure context, revealing an inverted U-shaped relationship. More importantly, the boundary conditions under which different service provides have an influence on this relationship are incorporated. Finally, this study explores the influence of service failure tolerance on brand switching intentions in a technological context, enriching consumer–brand relationship research.

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“…Given the severity of failure outcomes, it is vital for companies to restore good customer evaluations through one or more appropriate actions, known as "recovery actions". The debate on service failures and their potential remedies has garnered considerable attention within marketing literature, especially within the hotel and tourism sectors (Akarsu et al, 2023;Kim and So, 2023).…”

Section: Literature Review and Research Hypothesesmentioning

confidence: 99%

“…The debate on service failures and their potential remedies has garnered considerable attention within marketing literature, especially within the hotel and tourism sectors (Akarsu et al. , 2023; Kim and So, 2023).…”

Section: Literature Review and Research Hypothesesmentioning

confidence: 99%

Does prior trust work as a buffer? Examining the impact of perceived betrayal on customer responses to a double deviation

Temessek Behi,

Ben Dahmane Mouelhi,

Chaouali

2023

EMJB

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PurposeThis study aims to explain customer reactions to a double deviation by examining the moderating role of prior trust in peer-to-peer (P2P) accommodation platforms on the relationship between perceived betrayal and negative outcomes such as negative word-of-mouth (NWOM), vindictive complaining and patronage reduction.Design/methodology/approachAn online survey was used to obtain a sample of 246 respondents familiar with P2P accommodation platforms. The model was tested using SmartPLS.FindingsThe results showed a positive correlation between perceived betrayal and NWOM, vindictive complaining and patronage reduction. Unexpectedly, prior trust had positive moderating effects. High levels of prior trust caused more negative customer reactions than low levels of prior trust.Practical implicationsThe findings of this study caution firms about the potential risks to rely on the forgiveness and tolerance of highly trusted customers who may retaliate fiercely to double deviations.Originality/valueThis research unveils the prior trust paradox. Customers' prior trust magnified the negative impact of double-deviation experiences. This study contributes to the service-recovery literature by questioning the buffer effect of prior trust in the context of a double deviation.

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The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions

Cited by 21 publications

References 108 publications

Mapping the service recovery research landscape: A bibliometric‐based systematic review

Mapping the service recovery research landscape: A bibliometric‐based systematic review

When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure

Does prior trust work as a buffer? Examining the impact of perceived betrayal on customer responses to a double deviation

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