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Expanding the Scope of Service Recovery
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Inland Norway University of Applied Sciences, Norway.ORCID iD: 0000-0002-5605-9285
2022 (English)In: The Palgrave Handbook of Service Management / [ed] Bo Edvardsson, Bård Tronvoll, Palgrave Macmillan, 2022, p. 849-868Chapter in book (Other academic)
Abstract [en]

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.

Place, publisher, year, edition, pages
Palgrave Macmillan, 2022. p. 849-868
Keywords [en]
Customer recovery, Employee recovery, Network recovery, Procedural recovery, Service recovery
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-94914DOI: 10.1007/978-3-030-91828-6_40Scopus ID: 2-s2.0-85159455629ISBN: 978-3-030-91827-9 (print)ISBN: 978-3-030-91830-9 (electronic)OAI: oai:DiVA.org:kau-94914DiVA, id: diva2:1760104
Available from: 2023-05-29 Created: 2023-05-29 Last updated: 2023-05-29Bibliographically approved

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Citation style
  • apa
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  • Other style
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  • de-DE
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
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