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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. Hedmark university college.ORCID iD: 0000-0002-5605-9285
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.ORCID iD: 0000-0003-2705-0836
2014 (English)In: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 34, no 16, 1259-1271 p.Article 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, 1259-1271 p.
Keyword [en]
service recovery, value co-creation, resource integration, justice theory
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:kau:diva-33983DOI: 10.1080/02642069.2014.942652ISI: 000345070600001OAI: oai:DiVA.org:kau-33983DiVA: diva2:752349
Available from: 2014-10-03 Created: 2014-10-03 Last updated: 2015-07-07Bibliographically approved

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Tronvoll, BårdEdvardsson, Bo
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