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dc.contributor.authorContiero, E
dc.contributor.authorPonsignon, F
dc.contributor.authorSmart, P
dc.contributor.authorVinelli, A
dc.date.accessioned2016-05-17T10:20:22Z
dc.date.issued2016-11
dc.description.abstractPurpose: 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.citationVol. 36, Iss: 11, pp.1644 - 1667en_GB
dc.identifier.doi10.1108/IJOPM-06-2015-0325
dc.identifier.urihttp://hdl.handle.net/10871/21572
dc.language.isoenen_GB
dc.publisherEmeralden_GB
dc.relation.urlhttp://www.emeraldinsight.com/doi/full/10.1108/IJOPM-06-2015-0325
dc.rights.embargoreasonPublisher's policy.en_GB
dc.rightsThis is the author accepted manuscript. The final version is available from Emerald via the DOI in this record.
dc.titleContingencies and characteristics of service recovery system design: insights from retail bankingen_GB
dc.typeArticleen_GB
dc.identifier.issn1758-6593
dc.identifier.journalInternational Journal of Operations and Production Managementen_GB


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