Expanding the Scope of Service Recovery

Bård Tronvoll ()
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Bård Tronvoll: Karlstad University

A chapter in The Palgrave Handbook of Service Management, 2022, pp 849-868 from Springer

Abstract: Abstract In complex service ecosystems, service recovery becomes vital for the competitiveness and survival of both firms and their network partners. Current service recovery literature highlights three types of recovery outcomes: customer, procedural, and employee. This chapter expands the scope to argue for a fourth recovery component, the network recovery. The introduction of network recovery moves service recovery beyond its traditional customer context to include business-to-business settings. Network recovery is portrayed according to network characteristics, network structure, network relationships, and network dynamics. The proposed description of varied service recovery outcomes thus emphasizes both network recovery and a service recovery strategy.

Keywords: Service recovery; Network recovery; Customer recovery; Procedural recovery; Employee recovery (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_40

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DOI: 10.1007/978-3-030-91828-6_40

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