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Moving Toward Collaborative Service Recovery: A Multiactor Orientation
Centrum för Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden;.ORCID iD: 0000-0003-0582-3324
Centrum för Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden;;Department of Marketing, Inland Norway University of Applied Science, 2411 Elverum, Norway;.ORCID iD: 0000-0003-2705-0836
Centrum för Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden;;Department of Marketing, Inland Norway University of Applied Science, 2411 Elverum, Norway.ORCID iD: 0000-0002-5605-9285
2019 (English)In: Service Science, ISSN 2164-3962, E-ISSN 2164-3970, Vol. 11, no 3, p. 201-212Article in journal (Refereed) Published
Abstract [en]

Service recovery research has traditionally beenfirm-centric, focusing primarilyon the time and effort expended byfirms in addressing service failures. The subsequentshift to a customer-centric orientation addressed the customer’s role in recovery situations,and the recent dyadic orientation has explored the effectiveness of their joint efforts.However, earlier conceptualizations failed to take adequate account of the complexity ofservice recovery encounters in which multiple actors collaborate and integrate resources.This study explores how multiactor collaborations influence the customer’s experience ofservice recovery by adopting a multiactor orientation and by applying service-dominantlogic. After reviewing the customer experience literature, a collaborative recovery expe-rience framework is developed that emphasizes the joint efforts of multiple actors andcustomers to achieve a favorable recovery experience. In a contextualization, the usefulnessof the new framework to explain customer experiences in collaborative service processes isshown. Finally, further research avenues are proposed.

Place, publisher, year, edition, pages
2019. Vol. 11, no 3, p. 201-212
Keywords [en]
Customer Experience, Service Recovery, Customer Collaboration, Corecovery, Service Failure
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-197311DOI: 10.1287/serv.2019.0241OAI: oai:DiVA.org:liu-197311DiVA, id: diva2:1793143
Available from: 2023-08-31 Created: 2023-08-31 Last updated: 2023-08-31

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