Invited Commentary—Modeling Opportunities in Service Recovery and Customer-Managed Interactions

Abstract

AboutSectionsView PDF ToolsAdd to favoritesDownload CitationsTrack CitationsPermissionsReprints ShareShare onFacebookTwitterLinked InEmail Go to Section HomeMarketing ScienceVol. 25, No. 6 Invited Commentary—Modeling Opportunities in Service Recovery and Customer-Managed InteractionsA. ParasuramanA. ParasuramanPublished Online:1 Nov 2006https://doi.org/10.1287/mksc.1050.0173 Previous Back to Top Next FiguresReferencesRelatedInformationCited By“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitmentJournal of Business Research, Vol. 153Customer satisfaction with co-created hospitality services: Regulatory focus orientation and positive disconfirmation2 May 2022 | Journal of Vacation Marketing, Vol. 28, No. 4Social media engagement and the determinants of behavioural intentions of university online programme selection: the moderating role of mindfulness18 November 2021 | Corporate Communications: An International Journal, Vol. 27, No. 3More is not always better: The impact of value co‐creation fit on B2B and B2C customer satisfaction1 June 2021 | Journal of Business Logistics, Vol. 43, No. 2Capitalizing on Service Failures: Implications for Customer Engagement and Loyalty1 February 2022 | Business Perspectives and Research, Vol. 127Net Promoter Score (NPS) and Customer Satisfaction: Relationship and Efficient Management10 February 2022 | Sustainability, Vol. 14, No. 4On the Determinants of Online Short Videos’ Effectiveness Relative to Parents’ Attitudes, Behavioural Intentions and Consideration of Alternatives7 January 2022 | Review of Marketing Science, Vol. 0, No. 0Expanding the Scope of Service Recovery25 May 2022Analyzing Role of E-SERVQUAL Constructs for Post-pandemic Recovery of Indian Taxi Aggregator Services2 November 2021 | International Journal of Global Business and Competitiveness, Vol. 16, No. S1Dimension 3: Co-Creation23 February 2021Customer participation risk management: conceptual model and managerial assessment toolJournal of Service Management, Vol. 32, No. 1Moving Toward Collaborative Service Recovery: A Multiactor OrientationJasenko Arsenovic, Bo Edvardsson, Bård Tronvoll6 September 2019 | Service Science, Vol. 11, No. 3Reclaiming the Future: Understanding Customer Forgiveness of Service Transgressions24 September 2018 | Journal of Service Research, Vol. 22, No. 2Boundary conditions of the effect of customer coproduction: the case of service failure25 May 2018 | Journal of Marketing Management, Vol. 34, No. 9-10Service Recovery: An Integrative Framework and Research AgendaAcademy of Management Perspectives, Vol. 30, No. 3Stockout Recovery under Consignment: The Role of Inventory Ownership in Supply Chains14 January 2016 | Decision Sciences, Vol. 47, No. 1The dark side of customer co-creation: exploring the consequences of failed co-created services14 May 2014 | Journal of the Academy of Marketing Science, Vol. 43, No. 3Consumer trust and distrust: retaining paper bills in online bankingInternational Journal of Bank Marketing, Vol. 33, No. 1Customer Complaints and Recovery Effectiveness: A Customer Base Approach1 September 2014 | Journal of Marketing, Vol. 78, No. 5Explanation information and source in service recovery initiativesJournal of Services Marketing, Vol. 28, No. 4Customer value from a customer perspective – a comprehensive review15 April 2014Co-construction and performancescapes24 January 2013 | Journal of Consumer Behaviour, Vol. 12, No. 1The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions1 May 2012 | Journal of Service Research, Vol. 15, No. 3Remedy or cure for service failure?Business Process Management Journal, Vol. 18, No. 1Customer Bill of Rights Under No-Fault Service Failure: Confinement and CompensationRachel R. 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Parasuraman, (2006) Invited Commentary—Modeling Opportunities in Service Recovery and Customer-Managed Interactions. Marketing Science 25(6):590-593. https://doi.org/10.1287/mksc.1050.0173 Keywordsservice-recovery strategiescustomer-managed interactionsself-service technologiesPDF download