scholarly journals An exploration into the practice of online service failure and recovery strategies in the Balkans

2019 ◽  
Vol 94 ◽  
pp. 420-431 ◽  
Author(s):  
Yllka Azemi ◽  
Wilson Ozuem ◽  
Kerry E. Howell ◽  
Geoff Lancaster
Keyword(s):  
Service Failure ◽  
Online Service ◽  
The Balkans ◽  
Service Failure And Recovery ◽  
Recovery Strategies

Competing Through Online Service Failures and Recovery Strategies

2019 ◽  
pp. 266-285
Author(s):  
Dipen Rai ◽  
Dominic Appiah
Keyword(s):  
Service Failure ◽  
Market Competition ◽  
Limited Range ◽  
Online Service ◽  
Service Failures ◽  
Service Failure And Recovery ◽  
Recovery Strategies ◽  
Website Interactivity ◽  
Conventional Behavior ◽  
Intense Activity

The ideas of service failure and recovery strategies have been transformed, due to the internet environment, from a consumer-provider perspective to a multifaceted web quality activity. The research on service failure and recovery strategies has been well-developed in terms of the consumer's viewpoint of service as well as the responsibility for recovery conventionally expected to be allotted to the marketer. On the contrary, existing research indicates that there is a limited range of understanding of consumer-website interactivity relating to online service failure and recovery strategies as well as less understanding of the highly diverse characteristics of computer-mediated marketing environments (CMMEs). The perspectives of CMMEs relate to online customer behavior as distinct from conventional behavior. In fact, providers are involved in intense activity in the online environment in terms of market competition, as customers are positioned just a click away from switching providers in the case of service failure.

Developing Compelling Online Recovery Strategies

2017 ◽  
pp. 264-288 ◽  
Author(s):  
Samuel Ayertey ◽  
Wilson Ozuem
Keyword(s):  
Service Failure ◽  
The Internet ◽  
Online Service ◽  
Competitive Position ◽  
Service Failures ◽  
Geographically Dispersed ◽  
Service Failure And Recovery ◽  
Recovery Strategies ◽  
Brick And Mortar ◽  
Online Recovery

The Internet offers a platform over which complaining is effortless, yet impactful. A wide and geographically dispersed audience can be reached over the Internet, and compared to offline environments, switching is easier on the Internet since customers can browse, and look for alternative providers with ease. In light of this, gaining an understanding of how to manage online service failures effectively is crucial to the success of firms operating in online environments. Extant research has mainly investigated customer reactions to service failure and recovery encounters taking place in offline brick and mortar outlets. The internet, along with other emerging technologies offers consumers several platforms to interact with others and to subsequently complain about service failure. Drawing on extant studies, this chapter focuses on how service failure and effective recovery strategies can enhance the competitive position of organisations.

Online Service Failure and Recovery Strategy

2016 ◽  
pp. 112-135 ◽  
Author(s):  
Yllka Azemi ◽  
Wilson Ozuem
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Service Failure ◽  
Empirical Studies ◽  
Online Marketing ◽  
Limited Attention ◽  
Service Failures ◽  
Service Failure And Recovery ◽  
Recovery Strategies ◽  
Social Media Platforms

The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach, and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in the evolving social media. To date, empirical studies have focused on service failures and recovery strategies in online marketing environments, but pay limited attention to social media platforms. This paper aims to provide some insights on the need for a broader conceptualisation of service failure and recovery strategies, incorporating social media platforms for the development of effective marketing communications programme.

Service recovery satisfaction in offline and online experiences

2019 ◽  
Vol 38 (1) ◽  
pp. 1-14
Author(s):  
Raphael Odoom ◽  
George Cudjoe Agbemabiese ◽  
Robert E. Hinson
Keyword(s):  
Service Providers ◽  
Service Failure ◽  
Service Recovery ◽  
Content Type ◽  
Service Failures ◽  
Service Failure And Recovery ◽  
Recovery Strategies ◽  
Recovery Satisfaction ◽  
Empirical Tests ◽  
Service Managers

Purpose Given that the peculiar nature of the internet has introduced new dimensions of service delivery as well as new dimensions of service failures and recovery, the purpose of this paper is to investigate and compare the relationships between recovery strategies and recovery satisfaction within offline and online settings. Design/methodology/approach Data for the empirical tests of our hypotheses were collected via offline and online (specifically Facebook and Twitter) samples of customers who have experienced some form of service failure and recovery measures from service providers within the past year. Findings The results indicate that recovery strategies largely influence recovery satisfaction among aggrieved customers. However, these are conditional and not invariant across the two settings. In the authors’ offline setting, in particular, apology did not show a statistically significant impact on recovery satisfaction, even though, along with compensation and explanation, this relationship was significant among the online sample. Originality/value The study offers practical implications for service managers within emerging economies on the various conditions where they can maximise their service recovery efforts (both offline and online) to generate optimum recovery satisfaction.

scholarly journals Service failure and recovery strategies in the Balkans: an exploratory study

2019 ◽  
Vol 22 (3) ◽  
pp. 472-496
Author(s):  
Yllka Azemi ◽  
Wilson Ozuem ◽  
Geoff Lancaster
Keyword(s):  
Social Constructivism ◽  
Service Failure ◽  
High Sensitivity ◽  
Recovery Process ◽  
Online Banking ◽  
Failure Recovery ◽  
Content Type ◽  
The Balkans ◽  
Service Failure And Recovery ◽  
Social Scientific

Purpose Despite scholarly effort to understand customers’ recovery evaluation, little progress is evident in deciphering how customers develop online failure/recovery perception. This paper aims to address this issue. Design/methodology/approach Social constructivism was the epistemic choice for this study. This approach is holistic and offers a comprehensive understanding of each side of the phenomena. This provided social scientific descriptions of people and their cultural bases and built on, and articulated what was implicit in interpretations of their views. Findings Online banking customer groups were identified as: exigent customers, solutionist customers and impulsive customers. Customers’ position in each group determined failure perception, recovery expectation and evaluation, and post-recovery behaviour. Comparisons were observed and discussed in relation to Albania and Kosovo. It was suggested that banks should expand their presence in social media platforms and offer a means to manage online customer communication and spread of online WOM. Research limitations/implications For exigent customers, the failure/recovery responsibility is embedded within the provider. This explains their high sensitivity and criteria to define a failure. Practical implications Online banking customers’ request of a satisfactory recovery experience included: customer notifications, customer behaviour, customer determination, and the mediator of request. 10;Providers should examine customer failure/recovery experiences in cooperation with other banks which should lead to a higher order understanding of customer withdrawal and disengagement activities. Social implications Post-recovery behaviour is linked to the decline of online banking usage, switching to new providers, and the spread of negative online and off-line word-of-mouth. Originality/value This is the first empirical study on online service failure and recovery strategy to provide information on customers’ unique preferences and expectations in the recovery process. Online customers are organised into a threefold customer typology, and explanation for the providers’ role in the online customer failure-recovery perception construct is presented.

#IHateYourBrand: adaptive service recovery strategies on Twitter

2017 ◽  
Vol 31 (3) ◽  
pp. 281-294 ◽  
Author(s):  
Alexandra K. Abney ◽  
Mark J. Pelletier ◽  
Toni-Rochelle S. Ford ◽  
Alisha B. Horky
Keyword(s):  
Social Media ◽  
Service Failure ◽  
Service Recovery ◽  
Academic Research ◽  
Unique Challenge ◽  
Content Type ◽  
Service Failure And Recovery ◽  
Recovery Strategies ◽  
Use Of Social Media ◽  
The Impact

Purpose Social networks offer consumers the ability to voice their opinions of brands in a real-time, public setting. This represents a unique challenge for firms as brand managers must develop new strategies for properly communicating with consumers, especially in the event of a service failure. The purpose of this research is to explore the impact of various adaptive service recovery strategies via social media, specifically Twitter. Design/methodology/approach Through a series of experimental manipulations, four service recovery strategies are tested alongside two variations of consumer complaint tweets. The service recovery responses vary in their degree of adaptiveness, which have differential impacts on numerous consumer outcome variables. Findings The findings indicate that highly adaptive recoveries responses positively impact consumers’ evaluations of service recovery satisfaction, leading to greater consumer behavioral intentions. Additionally, the type of tweet the consumer sends may further reveal their expectations for adequate service recovery responses. Originality/value This study is the first to empirically test the use of social media platforms in the service failure and recovery context. Although social media is commonly used for such purposes by practitioners, academic research up to this point has predominately focused on social media for generating word-of-mouth. Further, this study seeks to examine how service adaptability is perceived from the customer perspective, as opposed to the more traditional employee viewpoint.

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