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Arsenovic, Jasenko
Publications (2 of 2) Show all publications
Arsenovic, J., Edvardsson, B. & Tronvoll, B. (2019). Moving Toward Collaborative Service Recovery: A Multiactor Orientation. Paper presented at Cambridge-Service-Alliance Service Week Conference, 2017, Univ Cambridge, Inst Mfg, Cambridge Serv Alliance, Cambridge, ENGLAND. Service Science, 11(3), 201-212
Open this publication in new window or tab >>Moving Toward Collaborative Service Recovery: A Multiactor Orientation
2019 (English)In: Service Science, ISSN 2164-3962, E-ISSN 2164-3970, Vol. 11, no 3, p. 201-212Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
CATONSVILLE, MD: Institute for Operations Research and the Management Sciences (INFORMS), 2019
Keywords
customer experience, service recovery, customer collaboration, corecovery, service failure
National Category
Business Administration
Research subject
Business Administration
Identifiers
urn:nbn:se:kau:diva-75929 (URN)10.1287/serv.2019.0241 (DOI)000492697800005 ()
Conference
Cambridge-Service-Alliance Service Week Conference, 2017, Univ Cambridge, Inst Mfg, Cambridge Serv Alliance, Cambridge, ENGLAND
Available from: 2019-12-12 Created: 2019-12-12 Last updated: 2019-12-20Bibliographically approved
Arsenovic, J., Edvardsson, B., Tronvoll, B., Åkesson, M. & Gruber, T. (2017). Conceptualizing the Holistic Co-recovery Customer Experience. In: : . Paper presented at QUIS15 in Porto, Portugal, 12-15 juni.
Open this publication in new window or tab >>Conceptualizing the Holistic Co-recovery Customer Experience
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2017 (English)Conference paper, Oral presentation only (Refereed)
National Category
Social Sciences
Identifiers
urn:nbn:se:kau:diva-62860 (URN)
Conference
QUIS15 in Porto, Portugal, 12-15 juni
Available from: 2017-08-31 Created: 2017-08-31 Last updated: 2019-09-26Bibliographically approved
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