Open AccessWhy service recovery fails: A case study on the Norwegian Coastal Voyage (Hurtigruten)
Author(s) -
Hugo Skaalsvik
Publication year - 2012
Publication title -
european journal of tourism research
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.467
H-Index - 16
eISSN - 1314-0817
pISSN - 1994-7658
DOI - 10.54055/ejtr.v5i2.102
Subject(s) - service recovery , service (business) , norwegian , service guarantee , service provider , service design , business , service delivery framework , service level objective , empowerment , public relations , marketing , political science , service quality , law , linguistics , philosophy
This paper deals with a service recovery study carried out on the prestigious Norwegian Coastal Voyage (NCV) or the Hurtigruten, which is the brand name. The research is based on a collection of 51 service failure incidents, of which 16 were recovered by the service provider. However, 35 service failure incidents were not recovered, and the paper documents why service recovery failed in these cases on the Hurtigruten. The findings show that the service actors, the service leadership due to lack of service competencies, the service employees due to lack of knowledge, skills and empowerment, and the customers themselves due to their own attitudes and behaviours explain why service recovery failed.