Moving Toward Collaborative Service Recovery: A Multiactor Orientation

Jasenko Arsenovic (), Bo Edvardsson () and Bård Tronvoll ()
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Jasenko Arsenovic: Centrum för Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden;
Bo Edvardsson: Centrum für Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden; Department of Marketing, Inland Norway University of Applied Science, 2411 Elverum, Norway;
Bård Tronvoll: Centrum für Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden; Department of Marketing, Inland Norway University of Applied Science, 2411 Elverum, Norway;

Service Science, 2019, vol. 11, issue 3, 201-212

Abstract: Service recovery research has traditionally been firm-centric, focusing primarily on the time and effort expended by firms in addressing service failures. The subsequent shift to a customer-centric orientation addressed the customer’s role in recovery situations, and the recent dyadic orientation has explored the effectiveness of their joint efforts. However, earlier conceptualizations failed to take adequate account of the complexity of service recovery encounters in which multiple actors collaborate and integrate resources. This study explores how multiactor collaborations influence the customer’s experience of service recovery by adopting a multiactor orientation and by applying service-dominant logic. After reviewing the customer experience literature, a collaborative recovery experience framework is developed that emphasizes the joint efforts of multiple actors and customers to achieve a favorable recovery experience. In a contextualization, the usefulness of the new framework to explain customer experiences in collaborative service processes is shown. Finally, further research avenues are proposed.

Keywords: customer experience; service recovery; customer collaboration; corecovery; service failure (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:inm:orserv:v:11:y:2019:i:3:p:201-212

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