Empirical Profiles of Service Recovery Systems: The Maturity Perspective

Jeffery S. Smith · Kirk R. Karwan

60 citations0/0 files storedJournal of Service Research

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

Abstract

This paper presents an important new means of analyzing service recovery efforts from an operational systems maturity perspective. Specifically, seven dimensions that measure the structure of a service recovery system are used to derive a set of service recovery system profiles. The dimensions and profiles are constructed using data obtained from 158 practicing service managers on their organizations’ approaches to correcting service failures. Cluster analysis is used to develop three distinct system profiles: recoverers, followers, and laggards. Additional analyses indicate that significant differences in the utilization of specific recovery practices, recovery outcomes, recovery performance, and organizational characteristics are associated with these groups.The results suggest that the systematic development of service recovery systems may follow a logical path as an organization matures in its approach to dealing with service failures. Additionally, it is apparent that mature firms exhibit a more advanced and integrated system, employ a wider range of techniques for recovery, and demonstrate superior performance. The results also point to a need to more fully understand the relative importance of service recovery structural dimensions to successful firms.

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References

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