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dc.contributor.authorArsenovic, Jasenko
dc.contributor.authorEdvardsson, Bo Åke
dc.contributor.authorTronvoll, Bård
dc.identifier.citationService Science. 2019, 1-12.nb_NO
dc.descriptionThis work is licensed under a Creative Commons Attribution-NonCommercialNoDerivatives 4.0 International License. You are free to download this work and share with others, but cannot change in any way or use commercially without permission, and you must attribute this work as “Service Science. Copyright © 2019 The Author(s)., used under a Creative Commons Attribution License:”nb_NO
dc.description.abstractService 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.nb_NO
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 Internasjonal*
dc.subjectcustomer experiencenb_NO
dc.subjectservice recoverynb_NO
dc.subjectcustomer collaborationnb_NO
dc.subjectservice failurenb_NO
dc.titleMoving Toward Collaborative Service Recovery A Multiactor Orientationnb_NO
dc.typeJournal articlenb_NO
dc.typePeer reviewednb_NO
dc.subject.nsiVDP::Samfunnsvitenskap: 200nb_NO
dc.source.journalService Sciencenb_NO
cristin.unitnameInstitutt for reiseliv, opplevelsesnæringer og markedsføring

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Attribution-NonCommercial-NoDerivatives 4.0 Internasjonal
Except where otherwise noted, this item's license is described as Attribution-NonCommercial-NoDerivatives 4.0 Internasjonal