dc.contributor.author | Contiero, E | |
dc.contributor.author | Ponsignon, F | |
dc.contributor.author | Smart, P | |
dc.contributor.author | Vinelli, A | |
dc.date.accessioned | 2016-05-17T10:20:22Z | |
dc.date.issued | 2016-11 | |
dc.description.abstract | Purpose: this paper explores the contingencies and characteristics of service recovery system
(SRS) design.
Design/methodology/approach: informed by extensive case study data from two large
Italian retail banks, our theory-building study builds on the seven design characteristics
proposed by Smith et al. (2009). Nineteen sub-dimensions are identified that provide a finergrain
view of the SRS at the operational level. The design characteristics and the
corresponding sub-dimensions comprise the SRS design framework. These sub-dimensions
are then analysed across the two cases. Specific attention is given to sub-dimensions that are
contingent upon service recovery strategy.
Findings: the findings suggest that the extended set of SRS sub-dimensions (providing
greater specificity) contributes to identifying commonality and difference between SRS
configurations. This specificity facilitates the identification of two sets of SRS design
characteristics (S-Type; C-Type) that correspond with SR strategy. Two propositions have
been formulated with respect to this SR strategy – SRS contingency. An additional set of subdimensions,
common to both cases, is explained by conformance to regulatory control.
Originality/value: the paper provides novel theoretical insights into SRS design. The
increased specificity of the SRS framework and the sets of sub-dimensions contingent on SR
strategy extend current theory in OM. This provides opportunities for both practicing
managers and for future theoretical development. | en_GB |
dc.identifier.citation | Vol. 36, Iss: 11, pp.1644 - 1667 | en_GB |
dc.identifier.doi | 10.1108/IJOPM-06-2015-0325 | |
dc.identifier.uri | http://hdl.handle.net/10871/21572 | |
dc.language.iso | en | en_GB |
dc.publisher | Emerald | en_GB |
dc.relation.url | http://www.emeraldinsight.com/doi/full/10.1108/IJOPM-06-2015-0325 | |
dc.rights.embargoreason | Publisher's policy. | en_GB |
dc.rights | This is the author accepted manuscript. The final version is available from Emerald via the DOI in this record. | |
dc.title | Contingencies and characteristics of service recovery system design: insights from retail banking | en_GB |
dc.type | Article | en_GB |
dc.identifier.issn | 1758-6593 | |
dc.identifier.journal | International Journal of Operations and Production Management | en_GB |