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Service recovery: Literature review and research issues

  • Original Articles
  • Published:
Journal of Service Science Research

Abstract

Service recovery has attracted serious research attention in the recent past. Purpose of this paper is to review service recovery research, classify research articles according to their approaches and methodologies, and find the gaps in the literature for better service recovery research. A total of 280 articles from 70 refereed journals and international conferences are classified into nine categories, service failure, customer relationship, customer overall satisfaction, customer behavioral intentions, recovery choices, service recovery paradox, best practices, performance measurement, and literature survey. Research methodologies are classified into conceptual, empirical, descriptive, exploratory cross-sectional and exploratory longitudinal approaches. This study finds lacks in complaint management and recovery processes. This paper could be helpful for business managers to understand the state of mind after a service failure and to capitalize the situation to retain business.

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Authors and Affiliations

  1. department of management studies Malaviya National Institute of Technology, Jaipur, India

    Anupam Krishna

  2. Department of Mechanical Engineering, Malaviya National Institute of Technology (MNIT), Jaipur, India

    G. S. Dangayach

  3. Department of Mechanical Engineering, Malaviya National Institute of Technology, Jaipur, India

    Rakesh Jain

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  1. Anupam Krishna
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  2. G. S. Dangayach
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  3. Rakesh Jain
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Correspondence to Anupam Krishna.

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Anupam Krishna: He is a PhD scholar in department of management studies Malaviya National Institute of Technology, Jaipur, India. He is doing PhD in service failure and recovery issues. His subjects of inte-rests are Service failures, services recovery, service recovery paradox, Customer service management.

Dr. G S Dangayach: He is an Associate Professor in Department of Mechanical Engineering in Malaviya National Institute of Technology (MNIT), Jaipur. He was graduated in Mechanical Engineering from M.B.M. Engineering College Jodhpur in the year 1985. He obtained Master’s degree in Production Engineering from Indian Institute of Technology, Delhi. He earned his Doctorate in Industrial Engineering also at Indian Institute of Technology, Delhi. He has published 76 research papers in various National and International Journals. He is Guest Editor of two International Journals viz. International Journal of Manufacturing Technology and Management (IJMTM), International Journal of Business Performance Management (IJBPM). He is Reviewer of Fifteen International Journals. He is Visiting Professor at School of Management, Asian Institute of Technology (AIT) Bangkok. He delivered several Invited Lectures/ Key note addresses in India & abroad. He has 25 years of Teaching and Industrial Engineering.

Dr. Rakesh Jain: He is a professor in Department of Mechanical Engineering, Malaviya National Institute of Technology, Jaipur, India. He is reviewer of many national and international journals. He has a wide number of publications under him.

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Krishna, A., Dangayach, G.S. & Jain, R. Service recovery: Literature review and research issues. J Serv Sci Res 3, 71–121 (2011). https://doi.org/10.1007/s12927-011-0004-8

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