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Expanding the Scope of Service Recovery

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Bård Tronvoll

    (Karlstad University
    Inland Norway University of Applied Sciences)

Abstract

In complex service ecosystems, service recovery becomes vital for the competitiveness and survival of both firms and their network partners. Current service recovery literature highlights three types of recovery outcomes: customer, procedural, and employee. This chapter expands the scope to argue for a fourth recovery component, the network recovery. The introduction of network recovery moves service recovery beyond its traditional customer context to include business-to-business settings. Network recovery is portrayed according to network characteristics, network structure, network relationships, and network dynamics. The proposed description of varied service recovery outcomes thus emphasizes both network recovery and a service recovery strategy.

Suggested Citation

  • Bård Tronvoll, 2022. "Expanding the Scope of Service Recovery," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 849-868, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_40
    DOI: 10.1007/978-3-030-91828-6_40
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