Customer’s Tolerance for Failure of a Service Innovation: Opening the Black Box of the Recovery Process

La tolerancia del cliente al fracaso de una innovación de servicios: hacia la apertura de la “caja negra” del proceso de recuperación

Julien Cusin and Michael Flacandji
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Julien Cusin: IRGO - Institut de Recherche en Gestion des Organisations - UB - Université de Bordeaux - Institut d'Administration des Entreprises (IAE) - Bordeaux
Michael Flacandji: IRGO - Institut de Recherche en Gestion des Organisations - UB - Université de Bordeaux - Institut d'Administration des Entreprises (IAE) - Bordeaux

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Abstract: Our research studies customers' long-term behavior when facing the failure of a service innovation, as well as the service recovery initiated by the brand and its consequences. The case studied is that of the failure of a new concept store tested by a sport items retailer. Our comprehensive longitudinal approach is based on the analysis of online reviews and interviews with both employ­ees and customers. Our results ultimately show the process by which customers grant a right to error to a company whose service innovation has failed.

Keywords: Service innovation; Service fail­ure; Service recovery; Error-tolerance; Gioia methodology; Innovación de servicios; Fracaso de servicio; Recuperación de servicio; Tolerancia al error; Metodología Gioia; Innovation de service; Echec de service; Récupération de service; Droit à l’erreur; Méthodologie Gioia (search for similar items in EconPapers)
Date: 2019
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Published in Management international = International management = Gestión internacional, 2019, pp.1-15

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03252439

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