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Moving Toward Collaborative Service Recovery: A Multiactor Orientation

Author

Listed:
  • Jasenko Arsenovic

    (Centrum för Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden;)

  • Bo Edvardsson

    (Centrum für Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden; Department of Marketing, Inland Norway University of Applied Science, 2411 Elverum, Norway;)

  • Bård Tronvoll

    (Centrum für Tjänsteforskning (CTF), Service Research Center, Karlstad University, 651 88 Karlstad, Sweden; Department of Marketing, Inland Norway University of Applied Science, 2411 Elverum, Norway;)

Abstract

Service recovery research has traditionally been firm-centric, focusing primarily on the time and effort expended by firms in addressing service failures. The subsequent shift 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 of service recovery encounters in which multiple actors collaborate and integrate resources. This study explores how multiactor collaborations influence the customer’s experience of service recovery by adopting a multiactor orientation and by applying service-dominant logic. After reviewing the customer experience literature, a collaborative recovery experience framework is developed that emphasizes the joint efforts of multiple actors and customers to achieve a favorable recovery experience. In a contextualization, the usefulness of the new framework to explain customer experiences in collaborative service processes is shown. Finally, further research avenues are proposed.

Suggested Citation

  • Jasenko Arsenovic & Bo Edvardsson & Bård Tronvoll, 2019. "Moving Toward Collaborative Service Recovery: A Multiactor Orientation," Service Science, INFORMS, vol. 11(3), pages 201-212, October.
    • Handle: RePEc:inm:orserv:v:11:y:2019:i:3:p:201-212
    DOI: 10.1287/serv.2019.0241
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    References listed on IDEAS

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    1. Jasenko Arsenovic & Bo Edvardsson & Tobias Otterbring & Bård Tronvoll, 2023. "Money for Nothing: The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters," Marketing Letters, Springer, vol. 34(1), pages 69-82, March.
    2. Arsenovic, Jasenko & De Keyser, Arne & Edvardsson, Bo & Tronvoll, Bård & Gruber, Thorsten, 2021. "Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes," Journal of Business Research, Elsevier, vol. 134(C), pages 342-351.
    3. Kim, Kawon & Baker, Melissa A., 2020. "Paying it forward: The influence of other customer service recovery on future co-creation," Journal of Business Research, Elsevier, vol. 121(C), pages 604-615.
    4. Robaina-Calderín, Lorena & Martín-Santana, Josefa D. & Melián-Alzola, Lucía, 2023. "Prosocial customer in the public sector: A PLS-SEM analysis applied to blood donation (active donors)," Socio-Economic Planning Sciences, Elsevier, vol. 86(C).

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