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Recovering service failure through resource integration
Auckland university, New Zealand.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). Hedmark university college.ORCID iD: 0000-0002-5605-9285
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).ORCID iD: 0000-0003-2705-0836
2014 (English)In: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 34, no 16, p. 1259-1271Article in journal (Refereed) Published
Abstract [en]

Customers and employees can co-create a resolution following a service failure through integrating their resources. Their activities and interactions during resource-integration shape the customers' service recovery experiences. Prior research overlooks resource integration between all involved actors in a co-created service recovery process. This research details the process with two empirical studies. Study 1 is a qualitative analysis of narratives of service recovery experiences; Study 2 is a quantitative assessment of scenario-based survey data. The results show that a favourable service recovery experience is resulted from integrating all involved actors' resources in a mutually beneficial manner. Three key resources are financial compensation, service skills including communication and timing. Our findings indicate that co-created service recovery fails in the absence of just one resource or mismatches in their integration. The combined studies reveal that customers use their justice perceptions to assess activities and interactions for resource integration in service recovery.

Place, publisher, year, edition, pages
2014. Vol. 34, no 16, p. 1259-1271
Keywords [en]
service recovery, value co-creation, resource integration, justice theory
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-33983DOI: 10.1080/02642069.2014.942652ISI: 000345070600001OAI: oai:DiVA.org:kau-33983DiVA, id: diva2:752349
Available from: 2014-10-03 Created: 2014-10-03 Last updated: 2020-05-11Bibliographically approved

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Tronvoll, BårdEdvardsson, Bo

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CiteExportLink to record
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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • apa.csl
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf