Title: Core Service Recovery in Electronic
Service Encounters
Abstract: The
way that online service providers react to core service failures (i.e., core
service recovery) may provide a mean for online service providers to strengthen
customer relationship. Service recovery is a well-investigated concept in
the bricks-and-mortar environment. There is, however, little research exploring
core service recovery in the electronic environment. The goal of the present
study is to partially fill the gap by exploring how online service providers
recover from core service failures. The data collection effort yielded 513
customer-reported purchasing experiences with online service providers. The
next step is to perform content analysis to identify the way that online
service providers recover from core service failures.
Author: Nelson
Massad