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Market oriented learning and customer value enhancement through service recovery management

Market oriented learning and customer value enhancement through service recovery management While recovering from service failures is often viewed as an operational concern, service providers can also adopt a strategic and conceptual service vision for managing their service recovery. This paper discusses how the management of service failures can be utilised as a catalyst to effectively initiate organization‐wide learning and can serve as a reflection of the firm's market orientation to enhance value. Failure‐recovery, at its inception, acts as an external‐to‐internal trigger that initiates numerous changes (innovations) – operational changes, strategic changes and conceptual changes. These changes guide the implementation of various value enhancing innovations throughout the entire organization and positively affect the firm's service vision and mission. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Market oriented learning and customer value enhancement through service recovery management

La, Khanh V.; Kandampully, Jay
Managing Service Quality , Volume 14 (5): 12 – Oct 1, 2004
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12 pages

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Publisher
Emerald Publishing
Copyright
© Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/09604520410557994
Publisher site
See Article on Publisher Site

Abstract

While recovering from service failures is often viewed as an operational concern, service providers can also adopt a strategic and conceptual service vision for managing their service recovery. This paper discusses how the management of service failures can be utilised as a catalyst to effectively initiate organization‐wide learning and can serve as a reflection of the firm's market orientation to enhance value. Failure‐recovery, at its inception, acts as an external‐to‐internal trigger that initiates numerous changes (innovations) – operational changes, strategic changes and conceptual changes. These changes guide the implementation of various value enhancing innovations throughout the entire organization and positively affect the firm's service vision and mission.

Journal

Managing Service Quality – Emerald Publishing

Published: Oct 1, 2004

Keywords: Service failures; Innovation; Competitive advantage; Value added

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