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Improvisation in service recovery

Improvisation in service recovery Purpose – The purpose of this paper is to discuss the role of improvisation in service recovery. Design/methodology/approach – The paper is a conceptual discussion that considers the relevance of improvisation in service recovery. It contributes to the clarification of the possible role of improvisation in the transformation of service failures into positive moments of truth. Findings – The paper argues that improvisation may be viewed as a relevant, albeit largely ignored, topic in service recovery, and recommends that its role should be the object of theoretical and empirical research. Practical implications – Managers may consider the possibility of creating conditions for competent improvisation to occur, such as training in improvisational skills and the creation of organizational contexts that facilitate the convergence of planning and execution in order to better deal with the characteristics of the situation. Originality/value – The study addresses the under‐researched role of improvisation in the process of service recovery. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Improvisation in service recovery

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Publisher
Emerald Publishing
Copyright
Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
DOI
10.1108/09604520911005053
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to discuss the role of improvisation in service recovery. Design/methodology/approach – The paper is a conceptual discussion that considers the relevance of improvisation in service recovery. It contributes to the clarification of the possible role of improvisation in the transformation of service failures into positive moments of truth. Findings – The paper argues that improvisation may be viewed as a relevant, albeit largely ignored, topic in service recovery, and recommends that its role should be the object of theoretical and empirical research. Practical implications – Managers may consider the possibility of creating conditions for competent improvisation to occur, such as training in improvisational skills and the creation of organizational contexts that facilitate the convergence of planning and execution in order to better deal with the characteristics of the situation. Originality/value – The study addresses the under‐researched role of improvisation in the process of service recovery.

Journal

Managing Service Quality – Emerald Publishing

Published: Nov 13, 2009

Keywords: Service failures; Skills; Training

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