Service Recovery Research Articles

Disruptive Passenger Behavior Impact on Overall Service Experience: An Appraisal Theory Perspective

The aim of this research is to examine the impact of bystander appraisal components, specifically congruence and relevance, on the intention to share negative experiences resulting from disruptive passengers on a flight. The investigation focuses on the mediating factors of negative emotions, satisfaction with service recovery, and trust in the airline. Employing a scenario-based approach, the detailed perceptions of passengers who may not have directly encountered disruptive behavior were explored. A total of 368 questionnaires were collected, and a structural equation model (SEM) was utilized to assess the relationship between bystanders’ appraisal and their intention to share. The results revealed that relevance positively correlated with negative emotions, and congruence significantly affected negative emotions. Moreover, negative emotions had a negative impact on both satisfaction with service recovery (SSR) and airline trust. Both SSR and airline trust, influenced by negative emotions, were found to negatively affect the intention to share. The results will help inform strategies to manage and mitigate in-flight disturbances, so that a high-quality cabin service can be maintained and the overall airline reputation does not suffer.

Improving Service Recovery Performance through Readiness for Technology Adoption and Structural Empowerment: Evidence from Software Houses of Pakistan

In the rapidly evolving global and Pakistani IT sectors, the challenge of integrating technology adoption with effective service recovery mechanisms has become increasingly prominent. This study addresses the gap in understanding how readiness for technology adoption (RTA), structural empowerment (SE), and top management commitment (TMC) collectively influence Service Recovery Performance (SRP) in Pakistani software houses. Utilizing a quantitative approach, the research quantitatively analyses the relationships between RTA, SE, SRP, and the moderating effect of TMC through a survey of employees within the sector. Findings reveal a positive relationship between RTA and SE, and between SE and SRP, affirming the pivotal role of structural empowerment in mediating the impact of technology readiness on service recovery. Moreover, TMC was found to significantly moderate the SE-SRP relationship, enhancing the effectiveness of empowerment practices in service recovery contexts. These results underscore the importance of cohesive strategies that incorporate technology readiness, employee empowerment, and management support to enhance service recovery outcomes. The study contributes to the literature by providing empirical evidence on the interconnected roles of RTA, SE, and TMC in improving SRP, particularly within the context of emerging markets. For policymakers and business leaders, this research highlights the necessity of fostering an organizational culture that supports technological advancements, empowers employees, and is backed by committed leadership to navigate service recovery challenges effectively, thereby sustaining customer satisfaction and competitive advantage.

The importance of social comparison in perceived justice during the service recovery process

PurposeThis study aims to analyse how consumers' perceptions of justice in a service recovery scenario vary, not only due to the company's actions but also due to the comparisons they make with the experiences of other consumers.Design/methodology/approachBased on justice theory, social comparison theory and referent cognitions theory, this study describes an eight-scenario experiment with better or worse interactional, procedural and distributive justice (better/worse interactional justice given to other consumers) × 2 (better/worse procedural justice given to other consumers) × 2 (better/worse distributive justice given to other consumers).FindingsFirst, consumers' perceptions of interactional, procedural and distributive justice vary based on the comparisons they draw with other consumers' experiences. Second, the results confirmed that interactional justice has a moderating effect on procedural justice, whereas procedural justice does not significantly moderate distributive justice.Originality/valueFirst, based on justice theory, social comparison theory and referent cognitions theory, we focus on the influence of the treatment received by other consumers on the consumer's perceived justice in the same service recovery situation. Second, it is proposed that the three justice dimensions follow a defined sequence through the service recovery phases. Third, to the best of the authors' knowledge, this study is the first to propose a multistage model in which some justice dimensions influence other justice dimensions.

Braiding: How state drug and alcohol treatment funders survive

There's no way that publicly funded treatment for substance use disorders (SUD) can survive on any one program. This includes the Substance Use Prevention, Treatment, and Recovery Services (SUPTRS) Block Grant, which some people — and some states — think covers it all. Far from it, the block grant has remained at just about $2 billion for decades. So it's important from time to time to remind everyone — policymakers, treatment providers and patient advocates — that states and program managers can use braided funding, but often need more information on what sources are available and how they can be used.

White House proposed FY 2025 budget would increase MH BG $35 million, keep SUPTRS BG level

On March 11, the White House released the proposed budget for fiscal year (FY) 2025, which begins Oct. 1, 2024. The proposal includes a 10% set‐aside in the Substance Use Prevention, Treatment, and Recovery Services (SUPTRS) Block Grant, which is funded at just over $2 billion, level with FY 2023, the most recent year for which final numbers are available. The Community Mental Health Services Block Grant would receive $1.043 billion in the proposed budget, a $35 million increase compared to FY 2023. The budget request (the White House asks Congress to fund programs) includes a proposal in which the Substance Abuse and Mental Health Services Administration would use HIV instead of AIDS to calculate the set‐aside in the SUPTRS BG. The State Opioid Response (SOR) grant would receive $1.595 billion, an increase of more than $20 million compared to FY 2023. Among other programs included in the White House request: Strategic Prevention Framework–Partnerships for Success at $135.5 million, level compared to FY 2023; Medication‐Assisted Treatment for Prescription Drug and Opioid Addiction at $111 million, level compared to FY 2023; Drug Courts at $74 million, level compared to FY 2023; Screening, Brief Intervention, and Referral to Treatment grants at $33.8 million, level compared to FY 2023; and Pregnant and Postpartum Women care at $43,931,000, an additional $39 million compared to FY 2023).

“Give me an upgrade or I will give you a bad review!” Investigating customer threats in the hospitality industry

This work is a first attempt to explain the phenomenon of customer threats and identify the individual and situational factors that drive this phenomenon in tourism and hospitality. Towards this goal, one qualitative and two quantitative studies are employed. Study 1 conceptualizes customer threats by uncovering two of the most common forms of verbal threats (i.e., threat to switch and threat to negative word of mouth) and their distinctive features as well as customers’ motivations behind them, and some situational conditions that favor the enactment of customer threats. Using a survey-based approach, study 2 sheds light on three incident-specific drivers (i.e., psychological reactance, rumination, and justice perceptions) of the two main forms of customer threats. Finally, using an experimental approach, study 3 assesses the effectiveness of two service recovery strategies (self-service recovery vs. human-based recovery) at mitigating customer threats following service failure incidents.

SAMHSA announces $6 million to promote integrating primary and behavioral health care

It's not just about integrating mental health and substance use (commonly referred to as “behavioral health”) anymore. The federal government for some time has been promoting merging these with primary care; in other words, giving primary care providers the job of treating mental illness and substance use disorders. Last week, the Substance Abuse and Mental Health Services Administration (SAMHSA) announced the availability of $6 million, to be given to three awardees, for coming up with ways to integrate primary and behavioral health care. “The purpose of this program is to: (a) promote full integration and collaboration in clinical practices between physical and behavioral health care; (b) support the improvement of integrated care models for physical and behavioral health care to improve overall wellness and physical health status; and (c) promote the implementation and improvement of bidirectional integrated care services, including evidence‐based or evidence‐informed screening, assessment, diagnosis, prevention, treatment and recovery services for mental and substance use disorders and co‐occurring physical health conditions and chronic diseases through integrated care.” Applications are due May 20. For more information, go to https://www.samhsa.gov/sites/default/files/grants/pdf/fy‐2024‐pipbhc‐states‐sm‐24‐003.pdf.

How to acquire customer loyalty in online retailing industry? An empirical study from service recovery perspective

With the rapid development of online retailing, retailers have recognized the importance of identifying service failures, improving service recovery, and retaining loyal customers. However, few studies have utilized an empirical study to measure the severity of service failure, service recovery, and customer loyalty. This study empirically investigates the impact of service failure attribution on the severity of service failure by using a survey in recent Chinese marketing. We propose hypotheses and a theoretical model, and extend our study with a questionnaire. Further discussions, theoretical implications, and practical implications are also discussed to provide managerial implications for online retailers.

Managing Online Business Complaints: Current Insights and Future Directions

With the development of internet technology and the expansion of the digital economy, online business complaints have increasingly drawn attention from both academia and industry. Despite a growing body of research on online business complaints, there still needs to be more disciplinary perspectives and systematic reviews on this topic. In light of this, this paper adopts a managerial perspective to categorize existing literature into three major areas: online business complaints motivation, factors in causing online business complaint, and online business complaint responses, which clarify the fundamental framework of online business complaint research. Specifically, this study elucidates the mechanistic effects of different types of business products, business services, and customer perceptions on the motivations for complaints. After discussing how specific customer-business relations and contextual factors amplify complaints, the paper summarizes the responses to online business complaints, exploring how businesses can address customer complaints through language style and service recovery. This review offers insights into the future directions of online business complaint research and provides references for businesses in handling customer complaints.

Efforts to Enhance Service Quality: The Roles of Innovation Capability and Service Recovery

This research aims to discuss the service quality issue at 4-star hotels in Medan. Next, build a model on how to enhance service quality. A sample of 560 guests was taken by random proportional from each hotel. Structural equation models with the lisrel software supported. Market orientation influences innovation capability and service quality. Value co-creation influences innovation capability, service recovery, and service quality. Innovation capability influences service recovery. Innovation capability mediation can increase the influence of market orientation on service recovery. Service recovery affects service quality. Integration between functions in hotels, especially information dissemination in formulating policies to increase innovation capabilities, is important to pay attention to. It is important to develop a risk-taking attitude to improve service recovery. Recovery strategies are important to pay attention to in efforts to improve service quality. The role of market orientation needs to be followed by innovation capability to improve service recovery.

Stroke virtual rehabilitation in rural communities: exploring the perceptions of stroke survivors, caregivers, clinicians, and health administrators

Purpose Rural-dwelling stroke survivors have unmet rehabilitation needs after returning to community-living. Virtual rehabilitation, defined as the use of technology to provide rehabilitation services from a distance, could be a viable and timely solution to address this need, especially within the COVID-19 pandemic context. There is still a minimal understanding of virtual rehabilitation delivery within rural contexts. This study sought to explore the perceptions of rural stakeholders about virtual stroke rehabilitation. Methods Following an interpretive description approach, 17 qualitative interviews were conducted with stroke survivors (n = 5), caregivers (n = 2), clinicians (n = 7), and health administrators (n = 3), and analyzed to understand their experiences and perceptions of virtual stroke rehabilitation. Results We identified three overarching themes from the participant responses (1) The Root of the (Rural) Problem considered how systemic inequities impact stroke survivors’ and caregivers’ access to stroke recovery services; (2) Common Benefits, Different Challenges identified the unique benefits and challenges of delivering virtual rehabilitation within rural contexts; and (3) Ingredients for Success described important considerations for implementing virtual rehabilitation. Conclusion Virtual rehabilitation is generally accepted by all stakeholders as a supplement to in-person services. Addressing the unique barriers faced by rural clinicians and stroke survivors is necessary to provide successful virtual rehabilitation.

Outcomes of an Interprofessional Opioid Training Program for Graduate Students in Nursing and Social Work

ABSTRACT Social workers and other behavioral health professionals trained to provide prevention, treatment, and recovery services for opioid use disorders (OUD) remain urgently needed in the U.S. particularly in states with widespread health professional shortage areas. To help mitigate this workforce gap, faculty in social work and nursing at a public university in Alabama developed and piloted an innovative HRSA-funded interprofessional traineeship to prepare graduate-level nursing and social work students to assess and treat opioid use disorders (OUD). The yearlong traineeship included specialized coursework on evidenced-based practice in addictions, interprofessional telemedicine and simulation training, and multi-semester field practica in outpatient treatment settings. Impact of the pilot training was evaluated using a pre-experimental one group design. Baseline and post-training surveys assessed knowledge, attitudes, and skills related to OUD and interprofessional practice and perceived program impact. Significant increases were observed for trainees’ self-reported knowledge, attitudes, and skills. Moreover, at graduation students reported that the traineeship had improved their abilities to interact with underserved populations, collaborate interprofessionally, and understand ethical issues in SUD treatment as well as enhancing their professional competence, clinical problem-solving, and health workforce skills. Findings suggest that the interprofessional training program may prepare social work and nursing graduate students to effectively serve clients with OUD and help to address a critical workforce gap in medically underserved communities.

‘From fail to prevail’ : How a salesperson’s communication sentiment influences consumer forgiveness in service failures focusing on the role of consumer self-construal

ABSTRACT Service Failure and Recovery (SFR) is a crucial area of service industry due to the inevitability of service failures, yet firms often struggle with executing appropriate strategies. This research aims to identify the pinpoint optimal “moment of truth” adopting consumer forgiveness serves as a mediator of service recovery and customers’ overall satisfaction. The study focused on the importance of service providers’ communication sentiment during the apology delivery process in order to elicit authenticity from consumers during the recovery process. Data was collected through a survey from 350 individuals of different nationalities, including Chinese and Korean. A scenario-based experiment using self-administered questionnaires was also conducted. The findings indicate that communication sentiment that oriented in warmth have a positive impact on consumers’ willingness to forgive, while task-oriented and coldness-oriented styles have a negative effect. Additionally, consumers who are interdependent tend to be more influenced by communication sentiment when it comes to forgiveness. These results can be valuable for service firms to train their personnel and develop effective service recovery strategies that enhance consumer empathy and forgiveness.

Forgone healthcare for medically vulnerable groups during the pandemic era: experiences of family caregivers of young adults with substance use disorders in Zambia.

Scholars worldwide have defined the COVID-19 pandemic as a mass-disabling event of our time. The situation is grave for families experiencing financial hurdles while caring for young adults in recovery from addiction problems. Using semi-structured interviews with 30 purposively selected family caregivers (FCGs) of young adults with substance use disorders (SUDs) in Lusaka, Zambia, this study reveals several factors influencing forgone healthcare for this medically vulnerable group. Financial challenges and huge out-of-pocket bills; caregivers' perceived far-fetched recovery of the young adult; the cost of medication and transportation; the young adult's little perceived need for healthcare service use, their runaway and treatment elusive tendencies; caregiver concerns about contracting the virus, and the stigma associated with it; and a fragmented child and adolescent mental health system influenced forgone healthcare. The young adults were often unavailable for days and months, posing challenges to the continuity of care. Despite caregivers' acknowledgment of the availability of healthcare professionals, young adults with problematic substance use had limited access to SUD recovery services, resulting in adverse health outcomes. Results also show that most family caregivers encountered challenges in accessing and purchasing psychotropic medications, which were difficult to find during the lockdowns. Some family caregivers lost their sources of income by being laid off from work due to the pandemic and skipping work to attend to caregiving responsibilities. Most of those in self-employment had to close their business and stay home to look after their youth. Several caregivers kept their youth at home because they failed to access private residential SUD recovery services. Family caregivers mostly relied on outpatient public health services, alternative medicine from traditional healers, and faith-based healing, all of which some young adults rarely accessed because of their problematic behaviors of escaping healthcare. These identifiable risk factors, and their detrimental consequences highlight the need for interventions to improve healthcare access for this vulnerable population. Supporting FCGs of addicted young adults is crucial in ensuring the well-being of both the caregivers and care recipients. Further research is warranted to explore potential solutions, such as peer support programs, policy changes, and education initiatives for carers and recipients in the (post) pandemic era.

Factors Influencing Service Recovery Performance among Educators of Open and Distance Learning in Malaysia: Exploring the Moderating Effects of Educators’ Job Experience

Factors Influencing Service Recovery Performance among Educators of Open and Distance Learning in Malaysia: Exploring the Moderating Effects of Educators’ Job Experience

Evaluation of peer recovery services for substance use disorder in Minnesota: Impact of peer recovery initiation on SUD treatment and recovery

Substance use disorder (SUD) remains one of the most persistent public health challenges across the nation and in Minnesota. One intervention to help people with SUD is peer recovery services (PRS). PRS is a form on non-clinical support where trained individuals who are more established in recovery come alongside people currently in the recovery journey and provide guidance in the treatment process, help in accessing resources, and offer an empathetic ear. In combination with other services in the continuum of care, PRS seeks to reduce harm from disordered use. In 2018, Minnesota made PRS for SUD a Medicaid reimbursable service. While prior literature demonstrates promising effects of PRS for SUD, especially in treatment retention and participant experience, most studies evaluated PRS in limited settings, rather than in a large-scale implementation. Our retrospective, matched-cohort study used administrative data to estimate the impact of initiating Medicaid-reimbursable PRS for SUD on treatment, overdose, and mortality. Our results align, in some dimensions, with prior literature evaluating smaller-scale programs with positive impacts on treatment completion. We also find, however, that PRS at scale did not produce other positive outcomes that past studies have documented, particularly around overdose and inpatient treatment. This suggests that PRS follows a common challenge of implementing promising ideas at scale.

The Effect of Delivery Time on Repurchase Behavior in Quick Commerce

“Quick commerce” refers to meeting consumers’ instant needs by delivering products ordered online within minutes. Although speed is thus inherently important, little is known about how deviations from communicated delivery times (whether late or early) might affect repurchase behavior. The authors study the effects of delivery time deviations on repurchase behavior using a large, customer-level, transaction data set from a Western European food delivery service and a controlled online experiment. The results show that late (early) deliveries increase (decrease) interpurchase times; these effects diminish with larger deviations. The results also show that late deliveries have a stronger effect on repurchase behavior than early deliveries of the same magnitude. The controlled online experiment establishes customer satisfaction as the underlying psychological mechanism that mediates the effect of delivery time deviations on repurchase behavior. These findings advance understanding of delivery time deviations and repurchase behavior by complementing prior research on disconfirmed waiting times and quick commerce. Practitioners can use the results to optimize their delivery algorithms, operations, and service recovery efforts.

A Multilayer System and Optimization Framework for Team Dispatch Towards Service Recovery

A Multilayer System and Optimization Framework for Team Dispatch Towards Service Recovery

Hospitality Discourse on Social Media: Evaluating Online Complaints and Service Recovery for Luxury Hotels

The number of hotel visitors who post their personal experiences on online hotel review forums after their trips has increased significantly in the digital age. However, there is limited linguistic research that examines 1) how international travelers communicate online to share their negative hotel experiences and 2) how luxury hotel management resolves complaints and regains customer trust. This study examines electronic word-of mouth (eWOM) in the reviews and focuses on posted by international travelers who stayed at Hong Kong's 5-star luxury hotels and e-replies posted by hotel management groups. The data are based on authentic reviews collected from an online travel review forum. The present study employs appraisal analysis (Martin & White, 2005) and specifically the engagement system to investigate heteroglossic voice in 38 sets of complex e-complaints and responses totaling 17,344 words. The findings contribute to the advancement of professional discourse in hospitality service encounters.

Business continuity plan in the management and operations of hospitals: First experience to certify the PDTA processes with the requirements defined by ISO 22301:2019 in emergency medical services.

A business continuity plan (BCP) facilitates the performance of primary functions during emergencies or other situations that can disrupt normal operations. If risk management is done analytically, a business impact analysis (BIA), according to ISO 22301 certification, makes it possible to define the best strategy for supporting the company's assets and image, optimizing the operational efficiency of service recovery and redesigning spaces for health. Since 2015, our healthcare company has embarked on a certification process for all sectors and activities through the implementation and development of diagnostic and therapeutic paths for operational diagnos-tic-therapeutic-assistance pathways (PDTAs). PDTA processes are all certified by the ISO 9001:2015 management system hospital. Our hospital is the first healthcare company to have obtained ISO 22301:2019 certification concerning PDTA processes, offering patients the highest standards of quality and safety of care in emergency medical services. The formal BCP process includes several steps prior to the creation of a BCP: create a BCP team, conduct a BIA, determine the continuity plan by using the results of the analyses, and conduct training and exercises to educate staff and improve the BCP. From the BIA analysis, the team identified the time-employee PDTAs in company paths under emergency and urgency: acute ST-elevation myocardial infarction (STEMI), TRAUMA, and STROKE, providing for a planning path that took advantage of the duration of approximately 12 months. This path included the creation of structural procedures, the redefinition and updating of the PDTA in the light of the BCP, the preparation of exercises aimed at guaranteeing the business continuity objectives, and, finally, the awareness of our stakeholders regarding its correct application. With a business continuity management (BCM) system, companies take preventative measures to ensure they can start operations again quickly in an emergency. An exhaustive BIA in a hospital company reveals the effects when processes fail, how critical each process is for the company, and the amount of time required to get up and running again, thus providing the organization with important information for risk management. The measures for handling risks derived from this analysis are incorporated into a BCM system where the emergency plans are defined, too, so that business operations continue even in the event of an emergency.