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dc.contributor.authorAzemi, Yen
dc.contributor.authorOzuem, Wen
dc.contributor.authorHowell, KEen
dc.contributor.authorLancaster, Gen
dc.date.accessioned2018-10-25T10:11:53Z
dc.date.issued2019-01en
dc.identifier.issn0148-2963en
dc.identifier.urihttp://hdl.handle.net/10026.1/12640
dc.description.abstract

© 2018 To help managers better balance online service failures and recovery strategies, organisations are increasingly offering a variety of recovery programmes. Anecdotal reports suggest that organisations are experimenting with various recovery strategies, and particularly transitioning offline recovery strategies into the emerging technological tapestries. Drawing on data collected from two Balkan countries (Kosovo and Albania) with varying service failures, recovery strategies and levels of participation in online environments, this study examines how interactions between the customer and provider impact on recovery strategies. Unlike existing studies regarding online service failure and recovery strategies, we argue that rather than examining the subconscious of the customer as a stand-alone explanation for failure-recovery perceptions, interactions with the provider must also be taken into account. The current study extends the related construct of failure-recovery perceptions and it suggests that service failure generates different recovery strategies based on the contextual social world.

en
dc.format.extent420 - 431en
dc.language.isoenen
dc.publisherElsevieren
dc.titleAn exploration into the practice of online service failure and recovery strategies in the Balkansen
dc.typeJournal Article
plymouth.volume94en
plymouth.journalJournal of Business Researchen
dc.identifier.doi10.1016/j.jbusres.2018.08.035en
plymouth.organisational-group/Plymouth
plymouth.organisational-group/Plymouth/REF 2021 Researchers by UoA
plymouth.organisational-group/Plymouth/REF 2021 Researchers by UoA/UoA17 Business and Management Studies
plymouth.organisational-group/Plymouth/Research Groups
plymouth.organisational-group/Plymouth/Research Groups/Marine Institute
dcterms.dateAccepted2018-08-28en
dc.rights.embargodate2020-03-06en
dc.rights.embargoperiodNot knownen
rioxxterms.versionofrecord10.1016/j.jbusres.2018.08.035en
rioxxterms.licenseref.urihttp://www.rioxx.net/licenses/all-rights-reserveden
rioxxterms.licenseref.startdate2019-01en
rioxxterms.typeJournal Article/Reviewen


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