IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v47y2024i4p496-514.html
   My bibliography  Save this article

Identification and modelling of factors influencing service recovery

Author

Listed:
  • Munish Pal Singh
  • Satyendra Kumar Sharma
  • Udayan Chanda

Abstract

All supply chain around the world are established with an aim of reducing customer order cycle time, drive customer value and facilitate financial success. This also results in implementing effective service recovery strategies to achieve these goals. This paper identifies and analyses various factors which influences and contributes to service recovery process by exploring the existing literature on service recovery. Based on these factors, decision-making trial and evaluation laboratory (DEMATEL) method is illustrated to precisely measure causal relations between all factors and define the processes influencing these factors. The results of this study state that proactive recovery capability, communication from suppliers in form of early warnings, focus on service outcome failures and moment of truth are the key enabling factors for service recovery, while customer commitment level, original cost and placing inventory close to customers are the most direct influencing factors.

Suggested Citation

  • Munish Pal Singh & Satyendra Kumar Sharma & Udayan Chanda, 2024. "Identification and modelling of factors influencing service recovery," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 47(4), pages 496-514.
    • Handle: RePEc:ids:ijsoma:v:47:y:2024:i:4:p:496-514
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=138000
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:47:y:2024:i:4:p:496-514. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.