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Moving Toward Collaborative Service Recovery: A Multiactor Orientation
Author(s) -
Jasenko Arsenovic,
Bo Edvardsson,
Bård Tronvoll
Publication year - 2019
Publication title -
service science
Language(s) - English
Resource type - Journals
eISSN - 2164-3962
pISSN - 2164-3970
DOI - 10.1287/serv.2019.0241
Subject(s) - service recovery , service (business) , business , contextualization , process management , customer experience , customer retention , customer advocacy , marketing , knowledge management , computer science , service quality , interpretation (philosophy) , programming language
Within service recovery research, service failures have traditionally been handled by the firm in an effort to turn an unpleasant experience into a more favorable one. More recent service research,...

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