Mapping the service recovery research landscape: A bibliometric‐based systematic review

With businesses under increasing pressure to provide excellent customer service, postfailure recovery strategies have become critical for long‐term customer satisfaction and loyalty. The domain of service recovery has extensively been examined in academia; however, systematic studies that provide a...

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Published in:Psychology & marketing Vol. 40; no. 10; pp. 2060 - 2087
Main Authors: Mir, Mahmood, Ashraf, Rohail, Syed, Tahir Abbas, Ali, Sara, Nawaz, Raheel
Format: Journal Article
Language:English
Published: Hoboken Wiley Periodicals Inc 01.10.2023
Subjects:
artificial intelligence and robotics
Bibliometrics
metaverse
service failure
service recovery
sharing economy
Systematic review
ISSN:0742-6046, 1520-6793
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Abstract With businesses under increasing pressure to provide excellent customer service, postfailure recovery strategies have become critical for long‐term customer satisfaction and loyalty. The domain of service recovery has extensively been examined in academia; however, systematic studies that provide a consolidated overview remains scant. To this end, we provide a systematic review and synthesis of service recovery literature by conducting a bibliometric‐based cocitation analysis of 24,741 cited references from 1020 articles from across disciplines. The study identifies 10 major research clusters that represent different research streams of service recovery and explores their intellectual foundations. In addition, the research presents a conceptual framework to serve as a parsimonious guide for both practitioners and researchers. Furthermore, the study reveals a number of gaps in the existing literature and suggests promising directions for further investigation, including but not limited to: expanding methodological horizons in service recovery research, understanding service recovery mechanisms in Metaverse and synthetic environments, globalizing service recovery research, revitalizing service recovery processes in the age of artificial intelligence and robotics, investigating service recovery as an investment, and exploring service recovery in shared economies. Notably, this study serves managers, firstly, by providing them with a parsimonious structure of service recovery field that could help identify areas of improvement in their own service recovery systems and, secondly, by highlighting areas where academic knowledge base could inform industry solutions.
AbstractList With businesses under increasing pressure to provide excellent customer service, postfailure recovery strategies have become critical for long‐term customer satisfaction and loyalty. The domain of service recovery has extensively been examined in academia; however, systematic studies that provide a consolidated overview remains scant. To this end, we provide a systematic review and synthesis of service recovery literature by conducting a bibliometric‐based cocitation analysis of 24,741 cited references from 1020 articles from across disciplines. The study identifies 10 major research clusters that represent different research streams of service recovery and explores their intellectual foundations. In addition, the research presents a conceptual framework to serve as a parsimonious guide for both practitioners and researchers. Furthermore, the study reveals a number of gaps in the existing literature and suggests promising directions for further investigation, including but not limited to: expanding methodological horizons in service recovery research, understanding service recovery mechanisms in Metaverse and synthetic environments, globalizing service recovery research, revitalizing service recovery processes in the age of artificial intelligence and robotics, investigating service recovery as an investment, and exploring service recovery in shared economies. Notably, this study serves managers, firstly, by providing them with a parsimonious structure of service recovery field that could help identify areas of improvement in their own service recovery systems and, secondly, by highlighting areas where academic knowledge base could inform industry solutions.
Author Ashraf, Rohail
Syed, Tahir Abbas
Mir, Mahmood
Ali, Sara
Nawaz, Raheel
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  surname: Mir
  fullname: Mir, Mahmood
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  organization: Manchester Metropolitan University
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  givenname: Tahir Abbas
  surname: Syed
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  fullname: Ali, Sara
  organization: National University of Sciences and Technology (NUST)
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  givenname: Raheel
  orcidid: 0000-0001-9588-0052
  surname: Nawaz
  fullname: Nawaz, Raheel
  organization: Staffordshire University
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2023. This article is published under http://creativecommons.org/licenses/by-nc-nd/4.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.
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Snippet With businesses under increasing pressure to provide excellent customer service, postfailure recovery strategies have become critical for long‐term customer...
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SubjectTerms artificial intelligence and robotics
Bibliometrics
metaverse
service failure
service recovery
sharing economy
Systematic review
Title Mapping the service recovery research landscape: A bibliometric‐based systematic review
URI https://onlinelibrary.wiley.com/doi/abs/10.1002%2Fmar.21864
https://www.proquest.com/docview/2859675699
Volume 40
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