A Little Bit of That Human Touch: Avoid and Recover Service Failures

Jasenko Arsenovic (), Bo Edvardsson () and Bård Tronvoll ()
Additional contact information
Jasenko Arsenovic: Linköping University
Bo Edvardsson: Karlstad University
Bård Tronvoll: University of Inland Norway

Chapter 8 in Service Innovation and Management, 2025, pp 101-111 from Springer

Abstract: Abstract Managers who handle complaints often assume that customers report all service failure and passively wait for service personnel to resolve the problem solution (i.e., the service recovery). Here, based on decades of service recovery research, we seek to problematize the common conceptualization of a service failure. In particular, we argue for a broader understanding of what constitutes a service failure, encompassing failures that are not necessarily associated with the service provision, but can cause interruptions in the service experience. Using this new understanding of service failures, we outline advice for service managers to consider to avoid causing failures, and optimize their recovery processes by emphasizing the importance of the human service employees.

Keywords: Service experience; Service failure; Service recovery; Complaint handling; Interpersonal interaction; Human touch (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:fuobcp:978-3-031-76560-5_8

Ordering information: This item can be ordered from
http://www.springer.com/9783031765605

DOI: 10.1007/978-3-031-76560-5_8

Access Statistics for this chapter

More chapters in Future of Business and Finance from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().