Market oriented learning and customer value enhancement through service recovery management

La, K and Kandampully, J 2004, 'Market oriented learning and customer value enhancement through service recovery management', Managing Service Quality, vol. 14, no. 5, pp. 390-401.


Document type: Journal Article
Collection: Journal Articles

Title Market oriented learning and customer value enhancement through service recovery management
Author(s) La, K
Kandampully, J
Year 2004
Journal name Managing Service Quality
Volume number 14
Issue number 5
Start page 390
End page 401
Total pages 11
Publisher Emerald Group Publishing
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.
Subject Marketing not elsewhere classified
DOI - identifier 10.1108/09604520410557994
Copyright notice © Emerald Group Publishing Limited
ISSN 0960-4529
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