Towards an intersectional understanding of online service failure and recovery strategies

Azemi, Yllka and Ozuem, Wilson ORCID: 0000-0002-0337-1419 (2015) Towards an intersectional understanding of online service failure and recovery strategies. In: 17th Annual International Conference of the Global Business and Technology Association, 7 - 11 July 2015, Lisbon.

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The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach, and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in developing countries. To date, empirical studies have focused on service failures and recovery strategies in developed countries. This paper aims to provide some insights on the need for a contextspecific development of recovery programmes and strategies suitable for developing countries

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Online service failure, recovery strategy, recovery expectations, customer satisfaction, post-recovery behaviour
Subjects: H Social Sciences > HF Commerce > HF5001 Business
Divisions: Schools and Research Institutes > School of Business, Computing and Social Sciences
Research Priority Areas: Applied Business & Technology
Depositing User: Anne Pengelly
Date Deposited: 09 May 2017 14:19
Last Modified: 01 Aug 2023 11:39

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