Demystifying the Impact of Service Recovery Strategies: Evidence From Healthcare and Telecom Sectors

Article

Shankar, A., Talwar, S., Islam, N., Alshibani, S. M. and Sharm, P. 2023. Demystifying the Impact of Service Recovery Strategies: Evidence From Healthcare and Telecom Sectors. IEEE Transactions on Engineering Management. In Press.
AuthorsShankar, A., Talwar, S., Islam, N., Alshibani, S. M. and Sharm, P.
Abstract

This study investigates the association of emotional (courtesy) and functional (explanation) service recovery strategies with customer responses in the healthcare and telecom sectors. The study also examines the mediation effect of the valence of customer forgiveness (resentment and exoneration) on the association of explanation and courtesy with repeat patronage and negative word-of-mouth (NWOM). In addition, we investigate the moderation effect of the level of dissatisfaction and relationship length on the hypothesized associations. To test the proposed associations, we used the critical incident technique with retrospective experience sampling, collecting data through a large-scale online survey ( n = 478). Results suggest that resentment mediates the association of explanation and courtesy with repeat patronage. Finally, in the telecom industry, dissatisfaction with recent service failure positively and relationship length negatively moderate the association between repeat patronage and NWOM. Our findings enrich the service recovery literature and provide insights for service managers to design suitable strategies to reduce the repercussions of failure events.

JournalIEEE Transactions on Engineering Management
Journal citationIn Press
ISSN0018-9391
Year2023
PublisherIEEE
Publication dates
Online14 Jul 2023
Publication process dates
Deposited17 Nov 2023
FunderDeanship of Scientific Research, Princess Nourah bint Abdulrahman University
Copyright holder© 2023, IEEE
Permalink -

https://repository.uel.ac.uk/item/8wy83

Log in to edit

  • 1
    total views
  • 0
    total downloads
  • 0
    views this month
  • 0
    downloads this month

Export as

Related outputs

What keeps me engaging? A study of consumers' continuous social media brand engagement practices
Osei-Frimpong, K., Otoo, B. A. A., McLean, G., Islam, N. and Soga, L. R. 2023. What keeps me engaging? A study of consumers' continuous social media brand engagement practices. Information Technology and People. 36 (6), pp. 2440-2468. https://doi.org/10.1108/ITP-11-2021-0850
Emotions and food waste behavior: Do habit and facilitating conditions matter?
Jabeen, F., Dhir, A., Islam, N., Talwar, S. and Papa, A. 2023. Emotions and food waste behavior: Do habit and facilitating conditions matter? Journal of Business Research. 155 (Art. 113356). https://doi.org/10.1016/j.jbusres.2022.113356
Is BlockChain Mining Profitable in the Long Run?
Islam, N., Marinakis, Y., Olson, S., White, R. and Walsh, S. 2023. Is BlockChain Mining Profitable in the Long Run? IEEE Transactions on Engineering Management. 70 (2), pp. 386-399. https://doi.org/10.1109/TEM.2020.3045774
Mobile Health Interventions for Cancer Care and Support: The Next Level of Digitalization in Healthcare
Tandon, A., Dhir, A. and Islam, N. 2023. Mobile Health Interventions for Cancer Care and Support: The Next Level of Digitalization in Healthcare. IEEE Transactions on Engineering Management. In Press. https://doi.org/10.1109/TEM.2023.3243724
Different strokes for different folks: Comparative analysis of 3D printing in large, medium and small firms
Dhir, A., Talwar, S., Islam, N., Alghafes, R. and Badghish, S. 2023. Different strokes for different folks: Comparative analysis of 3D printing in large, medium and small firms. Technovation. 125 (Art. 102792). https://doi.org/10.1016/j.technovation.2023.102792
Resistance of multiple stakeholders to e-health innovations: Integration of fundamental insights and guiding research paths
Talwar, S., Dhir, A., Islam, N., Kaur, P. and Almusharraf, A. 2023. Resistance of multiple stakeholders to e-health innovations: Integration of fundamental insights and guiding research paths. Journal of Business Research. 166 (Art. 114135). https://doi.org/10.1016/j.jbusres.2023.114135
Investigating visibility affordance, knowledge transfer and employee agility performance. A study of enterprise social media
Pitafi, A. H., Rasheed, M. I., Islam, N. and Dhir, A. 2023. Investigating visibility affordance, knowledge transfer and employee agility performance. A study of enterprise social media. Technovation. 128 (Art.), p. 102874. https://doi.org/10.1016/j.technovation.2023.102874
Does digital transformation matter for operational risk exposure?
Uddin, M. H., Mollah, S., Islam, N. and Ali, M. H. 2023. Does digital transformation matter for operational risk exposure? Technological Forecasting and Social Change. 197 (Art. 122919). https://doi.org/10.1016/j.techfore.2023.122919
Emergency medical supplies scheduling during public health emergencies: algorithm design based on AI techniques
Xia, H., Sun, Z., Wang, Y., Zhang, Z., Kamal, M. M., Jasimuddin, S. M. and Islam, N. 2023. Emergency medical supplies scheduling during public health emergencies: algorithm design based on AI techniques. International Journal of Production Research. In Press. https://doi.org/10.1080/00207543.2023.2267680
Applying artificial intelligence in healthcare: lessons from the COVID-19 pandemic
Balasubramanian, S., Shukla, V., Islam, N. and Duong, L. 2023. Applying artificial intelligence in healthcare: lessons from the COVID-19 pandemic. International Journal of Production Research. In Press. https://doi.org/10.1080/00207543.2023.2263102
Resistance of multiple stakeholders to e-health innovations: Integration of fundamental insights and guiding research paths
Talwar, S., Dhir, A., Islam, N., Kaur, P. and Almusharraf, A. 2023. Resistance of multiple stakeholders to e-health innovations: Integration of fundamental insights and guiding research paths. Journal of Business Research. 166 (Art. 114135). https://doi.org/doi.org/10.1016/j.jbusres.2023.114135
Data sharing for business model innovation in platform ecosystems: From private data to public good
Kazantsev, N., Islam, N., Zwiegelaar, J., Brown, A. and Maull, R. 2023. Data sharing for business model innovation in platform ecosystems: From private data to public good. Technological Forecasting and Social Change. 192 (Art. 122515). https://doi.org/10.1016/j.techfore.2023.122515
Worker and workplace Artificial Intelligence (AI) coexistence: Emerging themes and research agenda
Zirar, A., Ali, S. I. and Islam, N. 2023. Worker and workplace Artificial Intelligence (AI) coexistence: Emerging themes and research agenda. Technovation. 124 (Art. 102747). https://doi.org/10.1016/j.technovation.2023.102747
Drivers of Sustainable Business Model Innovations: An Upper Echelon Theory Perspective
Dhir, A., Khan, S. J., Islam, N., Ractham, P. and Meenakshi, N. 2023. Drivers of Sustainable Business Model Innovations: An Upper Echelon Theory Perspective. Technological Forecasting and Social Change. 191 (Art. 122409). https://doi.org/10.1016/j.techfore.2023.122409
Theorizing the relationship between the digital economy and firm productivity: The idiosyncrasies of firm-specific contexts
Sun, Z., Zhao, L., Kaur, P., Islam, N. and Dhir, A. 2023. Theorizing the relationship between the digital economy and firm productivity: The idiosyncrasies of firm-specific contexts. Technological Forecasting and Social Change. 189 (Art. 122329). https://doi.org/10.1016/j.techfore.2023.122329