An exploration into the practice of online service failure and recovery strategies in the Balkans

Azemi, Yllka, Ozuem, Wilson ORCID: 0000-0002-0337-1419, Howell, Kerry E. and Lancaster, Geoff (2019) An exploration into the practice of online service failure and recovery strategies in the Balkans. Journal of Business Research, 94. pp. 420-431. doi:10.1016/j.jbusres.2018.08.035

Text (Peer reviewed version)
5978 Ozuem (2019) An exploration into the practice of online service failure.pdf - Accepted Version
Available under License Creative Commons Attribution Non-commercial No Derivatives 4.0.

Download (428kB) | Preview


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.

Item Type: Article
Article Type: Article
Uncontrolled Keywords: Service failure; Recovery strategies; Social constructivism; Failure-recovery process
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: Schools and Research Institutes > School of Business, Computing and Social Sciences
Research Priority Areas: Applied Business & Technology
Depositing User: Susan Turner
Date Deposited: 11 Sep 2018 12:15
Last Modified: 03 Aug 2023 09:43

University Staff: Request a correction | Repository Editors: Update this record

University Of Gloucestershire

Bookmark and Share

Find Us On Social Media:

Social Media Icons Facebook Twitter Google+ YouTube Pinterest Linkedin

Other University Web Sites

University of Gloucestershire, The Park, Cheltenham, Gloucestershire, GL50 2RH. Telephone +44 (0)844 8010001.