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The purpose of this paper is to provide an evaluation of the findings first put forward in the article Tracking Service Failures and Employee Recovery Efforts with the benefit of hindsight, and to offer directions for further research and developments in the research area.

Research directions which emanated from the publication of the article have been examined in light of current service(s) marketing theory and practice. As a result, promising current and future strands of research have been identified.

The original study yielded the initial steps into what has become a systematic step-by-step process that outlines the development and implementation of a service recovery program that now includes failure identification; failure attribution; recovery strategy selection; recovery implementation; and tracking, monitoring and evaluating effectiveness. Subsequent research has linked organistic and mechanistic components of a recovery program to important customer and financial outcomes and the development of a service recovery audit.

The original study served as a starting point for the development of a set of implications for services marketing practitioners. Specifically, as a result of the original research, a programmatic approach to service recovery was developed that includes the systematic process of failure identification; failure attribution; recovery strategy selection; (4) recovery implementation; and tracking, monitoring and evaluating effectiveness.

The original article was highly rated, and generated discussion and important further research. It has value as a part of the history of service(s) marketing research. The retrospective analysis by the author(s) gives a unique insight into processes and thinking associated with understanding key aspects that contribute to the historical development of service(s) marketing, and provides substantial food for thought for future research directions.

Demonstrates a method for examining service failures and recovery strategies in service industries and provides a typology of service failures and recoveries in the restaurant industry. Based on 373 critical incidents collected from restaurant customers, uses the critical incident technique (CIT) to identify 11 unique failure types and eight different recovery strategies. Additional data regarding the magnitude of the service failure, the service recovery rating, the lapsed time since the failure/recovery incident, and customer retention rates were also collected. Presents this information along with managerial and research implications.

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

This research investigates customer interactions in an online environment following a service failure, and explores the role of customer-to-customer (C2C) interactions in service recovery.

We examine C2C interactions between airline travellers by analysing their detailed conversations posted on an independent complaint forum. We adopt thematic analysis to scrutinise online dialogue that narrates stories about service failures and how they are resolved with the help of other customers.

Our analysis reveals that other customers act as helpers, educators, listeners and ironists in an online environment following a service failure. We identify information sharing, emotional release, social support, knowledge exchange and learning, and leadership in the online community as forms of C2C service recovery.

This study focuses on C2C service recovery in an online environment; C2C interactions in an offline environment after a service failure are not explored. Future research can apply different research methods to different data sources in order to discover further insights into C2C service recovery.

C2C interactions in service recovery can lead to value creation that enhances customers’ overall satisfaction with their service experiences, and further re-shapes customers’ expectations of the service. Customers are an operant resource for service recovery; thus, service companies should facilitate customer-to-customer interactions that assist successful service recovery.

This research explores the functions and potential impact of online C2C service recovery; that is, service recovery through online C2C interactions. It advances understanding of service recovery by bridging current thinking on customer-dominant logic and the role of C2C interactions.

The purpose of this paper is to provide an account of Central and North West London NHS Foundation Trust Mental Health Rehabilitation Services’ experience of utilising Team Recovery Implementation Plan (TRIP) as a framework to embed recovery-focused practice. The paper explores the challenges to creating recovery-focused services in inpatient settings and sets out how using TRIP has enabled frontline staff to work in partnership with people who use services and coproduce changes in practice and service development.

The paper draws on the process of utilising TRIP as a methodology to embed recovery-focused practice.

The account finds that using TRIP as a framework to embed recovery-focused practice supports frontline staff to work in partnership with people who use services and share responsibility for delivering recovery-oriented services, measure progress and drive change.

The paper provides an informative account of implementing TRIP as a framework to embed recovery-focused practice in mental health rehabilitation services. It explores the challenges faced by services in creating recovery-focused services and sets out how the TRIP has been used by teams as a methodology for coproducing, co-delivering and co-reviewing action plans. The paper gives practical examples of keeping the TRIP process alive and identifies several changes to practice and service developments achieved since TRIP’s implementation.

Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.

Given the increased prevalence of mental health problems amongst people with intellectual disabilities, it seems pertinent to consider how the recovery approach could potentially benefit practice within mental health services for people with intellectual disabilities. This paper seeks to explore the similarities between recovery principles and existing approaches in services for people with intellectual disabilities; it also aims to reflect on the potential barriers to the explicit uptake of the “recovery” approach in this context.

The presence and implementation of “recovery” approaches within mental health services for people with intellectual disabilities are reviewed. This is achieved through an examination of existing practices that could be described as recovery oriented, along with reflections on how these relate to the recovery approach. Questions are raised regarding whether practices can be regarded as “recovery oriented”, without first consulting service users.

Further consideration is needed about the extent to which mental health services for people with intellectual disabilities are recovery oriented and how recovery would be defined amongst people with intellectual disabilities.

It is suggested that further research using qualitative methodology is conducted, to enable the voice of service users to be heard.

The paper is one of the first to explore the relevance of the recovery approach to people with intellectual disabilities. Given the increasing emphasis on recovery approaches within mainstream services, it seems vital to give consideration to the potential for its meaningful application to people with intellectual disabilities and mental health problems.

This study basically develops an omnichannel integration services (OIS) success model and further uses perceived value and stickiness to measure the actual net benefits. Furthermore, this study explores the role of service recovery in OIS success model.

A quantitative online survey study was mainly being conducted to statistically test these relationships among the customer experience, satisfaction, perceived value, stickiness and service recovery. The statistical data collected from 371 respondents were taken for analysis through partial least squares.

The findings revealed that the online and offline customer experiences have a significant influence on their level of online and offline satisfaction, respectively. Both online and offline satisfaction are major factors which are enhancing the perceived value and stickiness. Service recovery also has a significant effect on online and offline satisfaction.

The results of the hypotheses presented in the OIS success model may usually vary from one cultural context to another. Hence, additional studies should access the current research model, especially those that are culturally different from Taiwan.

The service failures are always inevitable and the recovery of such encounters represent to have a significant challenge for OIS. Thus, practitioners should allocate more such resources to enhance on customer experience of OIS, which in turn promotes to enhance customer satisfaction. Moreover, OIS practitioners seem to be more concerned with a thought on how to avoid service failures and provide satisfied customer experience than developing service recovery strategies.

Although the past studies on multichannel retail have yielded insights into the factors affecting consumers' channel preferences, there is a dearth of research that sheds bright light on the intense factors affect the success of OIS; hence, a conceptual framework of OIS success model, referenced to the model of updated information systems success (ISS), thus is used to act as the basis of this study. Furthermore, this study explores the role of service recovery in OIS success model.

While many studies have focused on the effectiveness of service recovery after encountering service failure, few have considered for pre-recovery opportunities. Drawing on service guarantee research and the inoculation theory, this study examines the effect of pre-recovery strategy on customer’s satisfaction when faced with possible service failure. This study takes into consideration the uncertainty of service failure, including specific or unpredicted failures.

Three experimental studies were conducted to examine our research hypotheses, which include a total of 1203 subjects recruited from online and offline platforms.

The findings reveal that service guarantees and inoculation messages both effectively mitigate the negative consequences of a service failure. Specifically, the pre-recovery strategy is particularly effective for specific service failures. In addition, we thoroughly examined the mediating role of customer attribution.

This research significantly contributes to the existing literature on service research by delving into the potential positive impact of proactive measures undertaken by service enterprises. Furthermore, the findings of this research offer valuable insights for practitioners.

Service recovery strategies have been identified as a critical factor in the success of service organizations. This study develops a conceptual framework to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioral responses of consumers, as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2×2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect.