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Exploring Customers' Experiences of Service Co-Recovery
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Inland Norway Univ Appl Sci, N-2418 Elverum, Norway.;Karlstad Univ, CTF Serv Res Ctr, S-65188 Karlstad, Sweden..ORCID iD: 0000-0002-5605-9285
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Inland Norway Univ Appl Sci, N-2418 Elverum, Norway.;Karlstad Univ, CTF Serv Res Ctr, S-65188 Karlstad, Sweden..ORCID iD: 0000-0003-2705-0836
2019 (English)In: Service Science, ISSN 2164-3962, E-ISSN 2164-3970, Vol. 11, no 3, p. 189-200Article in journal (Refereed) Published
Abstract [en]

The occurrence of a service recovery situation shows that the intended service exchange has failed because resource integration has failed. In the co-recovery process, multiple actors (including the customer) interact to cocreate a favorable customer experience following this service failure. The aim of this paper is to extend an existing understanding of the activities and interactions that serve as resource integration drivers in customer co-recovery experiences. The article explores recovery situations in an interview-based empirical study. Based on the findings, the study develops an empirically derived model (5C), identifying and defining drivers of customer co-recovery and suggesting how firms should engage customers and other actors in the process. To heighten the practical implications, the study conceptualizes the customer recovery process by suggesting a "wheel of customer co-recovery" model. Overall, the article contributes to a deeper understanding of service recovery and the drivers of customers' experiences of service co-recovery.

Place, publisher, year, edition, pages
CATONSVILLE, MD: Institute for Operations Research and the Management Sciences (INFORMS), 2019. Vol. 11, no 3, p. 189-200
Keywords [en]
service recovery, customer complaint behavior, customer experience, co-recovery, customer co-recovery experience
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-75930DOI: 10.1287/serv.2019.0246ISI: 000492697800004OAI: oai:DiVA.org:kau-75930DiVA, id: diva2:1377642
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: 2019-12-12Bibliographically approved

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Tronvoll, BårdEdvardsson, Bo

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