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.

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.

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.

Is consumer forgiveness possible?

2019 ◽  
Vol 31 (4) ◽  
pp. 1567-1587 ◽  
Author(s):  
JungYun (Christine) Hur ◽  
SooCheong (Shawn) Jang
Keyword(s):  
Service Management ◽  
Service Providers ◽  
Service Failure ◽  
Management Strategies ◽  
Negative Effects ◽  
Content Type ◽  
Service Failures ◽  
Recovery Strategies ◽  
The Usa ◽  
Hotel Managers

PurposeThis study aims to investigate how consumer forgiveness is formed by examining rumination and distraction by consumers in hotel service failures.Design/methodology/approachData were collected using a self-administered questionnaire in the USA. A total of 371 usable responses were obtained. Anderson and Gerbing’s two-step approach was used to assess the measurement and structural models.FindingsThis study suggests that rumination and distraction play significant roles in processing consumer forgiveness. Self-focused rumination and distraction increase consumer forgiveness, whereas provocation-focused rumination exacerbates the negative effects of service failure severity on consumer forgiveness. This study also shows that gender differences exist. Men were more likely than women to link self-focused rumination and distraction to their intentions to forgive a service provider.Practical implicationsThis study is helpful for hotel managers to understand the mechanisms of consumer forgiveness in service failures and develop effective recovery strategies. Managers should aim to lessen consumers’ provocation-focused rumination while encouraging self-focused rumination and distraction. In addition, because of the differences in the process of consumer forgiveness between men and women, it is critical to differentiate the two groups in designing targeted recovery strategies for service failures.Originality/valueThis study investigates consumer forgiveness as a behavioral outcome following service failures that may help consumers achieve psychological balance and allow service providers a chance to restore the broken relationship. This study adds new information for understanding consumer responses and provides a basis for effective service management strategies.

Effects of online service failure on customers' intentions to complain online

2020 ◽  
Vol 48 (10) ◽  
pp. 1-16
Author(s):  
Xing'an Xu ◽  
Luqi Wang ◽  
Lilei Wang ◽  
Kaini Xue
Keyword(s):  
Service Failure ◽  
Service Recovery ◽  
Interactive Effects ◽  
Hainan Province ◽  
Online Service ◽  
Public And Private ◽  
Service Failures ◽  
Consumer Perspective ◽  
Failure Types ◽  
Complaint Intentions

Dissatisfied customers are increasingly voicing complaints through social media following online service failures; therefore, it is important to clarify the motivational determinants of customers' online complaint intentions (COCI). We investigated in 3 studies the influence and interaction effects of service failure types, attributions about these failures, scope of impact of the failures, and customer inoculation on both public and private online complaint intentions. Participants were 451 college students from Hainan Province, China. The results show that service failure types, service failure attributions, scope of impact of the service failure, and customer inoculation each had distinct effects on COCI and how customers complain online, and that these factors also had interactive effects on online complaint actions. Our finding that the form of COCI can predict service failure attributes offers implications for the implementation of enterprise service recovery from a consumer perspective.

Consumer attitude towards service failure and recovery in higher education

2015 ◽  
Vol 23 (1) ◽  
pp. 67-85 ◽  
Author(s):  
Hardeep Chahal ◽  
Pinkey Devi
Keyword(s):  
Higher Education ◽  
Service Failure ◽  
Service Recovery ◽  
Consumer Attitude ◽  
Quantitative Methodology ◽  
Content Type ◽  
Computer Lab ◽  
Service Failures ◽  
Service Failure And Recovery

Purpose – This paper aims to explore consumer attitude towards service failure and recovery in the higher education in general and with respect to teaching, examination, library, computer lab, administration and infrastructure in particular. Design/methodology/approach – The data are collected from 120 students of three undergraduate colleges of University of Jammu using purposive sampling. Findings – The findings reveal that all recovery efforts pertaining to teaching, examination, library, computer lab, administration and infrastructure are significant in overcoming the respective service failures. Research limitations/implications – The present study is limited to address service failure and service recovery relationship with respect to teaching, examination, library, computer lab, administration and infrastructure and limited to three undergraduate colleges operating in Jammu city only. The sample of the study is small which needs to be considered before generalizing the results. Originality/value – This study makes a maiden attempt to identify service failure issues with respect to teaching, examination, library, computer lab, administration and infrastructure using quantitative methodology in higher education and role of service recovery strategies in monitoring and reducing service failure.

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