Service Failure and Recovery: Literature Review and Research Issues

Abstract

It does not matter how stellar the services delivered by the service provider. Each firm still make mistakes in meeting the customers' expectations. Services play a pivotal role in the economies of all countries. However, due to the distinct nature of services, providing error free services is an elusive goal. Thus, effective service recovery is mandatory to revoke the negative consequence associated with the services incidents. Therefore, the purpose of this paper is to explore theservices literature, and identify the consequences of services failures and recovery strategies. Additionally, the study attempts to reveal the most related literature debates and research gapes. This study could be helpful for service providers to understand customers' state of mind after a services failure and recovery. Such understanding has the potential to enhance their recovery efforts.