Browsing Brage INN by Subject "customer experience"

Now showing items 1-2 of 2

    • Complex service recovery processes: how to avoid triple deviation 

      Edvardsson, Bo; Tronvoll, Bård; Höykinpuro, Ritva (Journal article; Peer reviewed, 2011)
      Purpose – This article seeks to develop a new framework to outline factors that influence the resolution of unfavourable service experiences as a result of double deviation. The focus is on understanding and managing complex ...

    • Moving Toward Collaborative Service Recovery A Multiactor Orientation 

      Arsenovic, Jasenko; Edvardsson, Bo Åke; Tronvoll, Bård (Journal article; Peer reviewed, 2019)
      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 ...