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Expanding the Scope of Service Recovery
Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning (from 2013). Inland Norway University of Applied Sciences, Norway.ORCID-id: 0000-0002-5605-9285
2022 (engelsk)Inngår i: The Palgrave Handbook of Service Management / [ed] Bo Edvardsson, Bård Tronvoll, Palgrave Macmillan, 2022, s. 849-868Kapittel i bok, del av antologi (Annet vitenskapelig)
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.

sted, utgiver, år, opplag, sider
Palgrave Macmillan, 2022. s. 849-868
Emneord [en]
Customer recovery, Employee recovery, Network recovery, Procedural recovery, Service recovery
HSV kategori
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Företagsekonomi
Identifikatorer
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 (tryckt)ISBN: 978-3-030-91830-9 (digital)OAI: oai:DiVA.org:kau-94914DiVA, id: diva2:1760104
Tilgjengelig fra: 2023-05-29 Laget: 2023-05-29 Sist oppdatert: 2026-02-12bibliografisk kontrollert

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Totalt: 111 treff
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