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Service Recovery Strategies in ICT-based Service Systems: Information Technology and Embedded Knowledge
2002 (English)Conference paper, Published paper (Refereed)
Abstract [en]

In this conceptual paper the authors analyse the concept of service recovery in an information technology (IT)-based service setting. A taxonomy of service recovery strategies is presented based on previous research. The four strategies identified: inactive, reactive, active and proactive, are later analysed in connection to service firms learning capabilities, knowledge creation, knowledge use and knowledge embeddedness in their IT-based service systems. It is argued that the use of information technology (IT) and the Internet in particular has lead to a change in the service firm-customer interaction. The customer is not merely a co-producer and consumer of services but (s)he can also be regarded as the single most important knowledge holder and thus an information provider. By integrating firm capabilities and customer capabilities through the embedding of knowledge in their IT-based service systems firms can increase their service management skills and enable a lower rate of bad service performance

Place, publisher, year, edition, pages
Valencia, Spain, 2002.
National Category
Information Systems
Research subject
Information Systems
Identifiers
URN: urn:nbn:se:kau:diva-23411ISBN: 8473563115 (print)OAI: oai:DiVA.org:kau-23411DiVA, id: diva2:597169
Conference
Proceedings of the Academy of Marketing Science - 2002, Multicultural Marketing Conference, Valencia, Spain
Note

Distrubution: Kontakta författarna

Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2018-01-11

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Johansson, Niklas

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