Service failure and recovery in technology-based business networks
Autor(a) principal: | |
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Data de Publicação: | 2019 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.19/7945 |
Resumo: | Purpose – This paper aims to investigate how service providers are using their channels to support the handling of customer complaints in a technology-based business network (Tb2N) environment. It aims to discuss the implications from existing misalignments between the service delivery debilities and the complexity of the Tb2N recovery process. Design/methodology/approach – This study used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources for corroboration purposes, such as reports from customer complaints, semi-structured interviews, direct observation and official documents. Data were analysed to identify paths and relationships between constructs, to reduce data, to enable interpretation and to achieve valid and reliable results. Findings – The case analysis revealed four types of Tb2N debilities: weaknesses in what concerns the channel migration to new technologies, automated physical and virtual barriers in accessing the firms’ common channel, non-automated barriers concerning the cross-training of employees and, finally, barriers concerning the service operations management. Originality/value – To the best of the authors’ knowledge, this is the first attempt to characterize the service failure and recovery in a Tb2N context. Complaint management is an essential tool for managers, as failures in service delivery are inevitable and the recovery of such encounters encompasses significant challenges. For academics, this is the first effort to discuss a growing topic in the operations management literature. Further investigation is needed, and with this contribution, the authors expect to stimulate other researchers to provide their contribution. |
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Service failure and recovery in technology-based business networksFailurePurpose – This paper aims to investigate how service providers are using their channels to support the handling of customer complaints in a technology-based business network (Tb2N) environment. It aims to discuss the implications from existing misalignments between the service delivery debilities and the complexity of the Tb2N recovery process. Design/methodology/approach – This study used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources for corroboration purposes, such as reports from customer complaints, semi-structured interviews, direct observation and official documents. Data were analysed to identify paths and relationships between constructs, to reduce data, to enable interpretation and to achieve valid and reliable results. Findings – The case analysis revealed four types of Tb2N debilities: weaknesses in what concerns the channel migration to new technologies, automated physical and virtual barriers in accessing the firms’ common channel, non-automated barriers concerning the cross-training of employees and, finally, barriers concerning the service operations management. Originality/value – To the best of the authors’ knowledge, this is the first attempt to characterize the service failure and recovery in a Tb2N context. Complaint management is an essential tool for managers, as failures in service delivery are inevitable and the recovery of such encounters encompasses significant challenges. For academics, this is the first effort to discuss a growing topic in the operations management literature. Further investigation is needed, and with this contribution, the authors expect to stimulate other researchers to provide their contribution.Repositório Científico do Instituto Politécnico de ViseuReis, JoãoAmorim, MarleneMelão, Nuno2023-09-26T08:56:27Z2019-03-182023-07-26T22:50:49Z2019-03-18T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.19/7945engReis, J., Amorim, M., & Melão, N. (2018). Service failure and recovery in technology-based business networks. International Journal of Quality and Service Sciences, 11(1), 2–15. https://doi.org/10.1108/IJQSS-10-2017-00941756-669Xcv-prod-24131610.1108/ijqss-10-2017-00942-s2.0-85055973993metadata only accessinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-09-30T02:30:35Zoai:repositorio.ipv.pt:10400.19/7945Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T20:31:47.175031Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Service failure and recovery in technology-based business networks |
title |
Service failure and recovery in technology-based business networks |
spellingShingle |
Service failure and recovery in technology-based business networks Reis, João Failure |
title_short |
Service failure and recovery in technology-based business networks |
title_full |
Service failure and recovery in technology-based business networks |
title_fullStr |
Service failure and recovery in technology-based business networks |
title_full_unstemmed |
Service failure and recovery in technology-based business networks |
title_sort |
Service failure and recovery in technology-based business networks |
author |
Reis, João |
author_facet |
Reis, João Amorim, Marlene Melão, Nuno |
author_role |
author |
author2 |
Amorim, Marlene Melão, Nuno |
author2_role |
author author |
dc.contributor.none.fl_str_mv |
Repositório Científico do Instituto Politécnico de Viseu |
dc.contributor.author.fl_str_mv |
Reis, João Amorim, Marlene Melão, Nuno |
dc.subject.por.fl_str_mv |
Failure |
topic |
Failure |
description |
Purpose – This paper aims to investigate how service providers are using their channels to support the handling of customer complaints in a technology-based business network (Tb2N) environment. It aims to discuss the implications from existing misalignments between the service delivery debilities and the complexity of the Tb2N recovery process. Design/methodology/approach – This study used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources for corroboration purposes, such as reports from customer complaints, semi-structured interviews, direct observation and official documents. Data were analysed to identify paths and relationships between constructs, to reduce data, to enable interpretation and to achieve valid and reliable results. Findings – The case analysis revealed four types of Tb2N debilities: weaknesses in what concerns the channel migration to new technologies, automated physical and virtual barriers in accessing the firms’ common channel, non-automated barriers concerning the cross-training of employees and, finally, barriers concerning the service operations management. Originality/value – To the best of the authors’ knowledge, this is the first attempt to characterize the service failure and recovery in a Tb2N context. Complaint management is an essential tool for managers, as failures in service delivery are inevitable and the recovery of such encounters encompasses significant challenges. For academics, this is the first effort to discuss a growing topic in the operations management literature. Further investigation is needed, and with this contribution, the authors expect to stimulate other researchers to provide their contribution. |
publishDate |
2019 |
dc.date.none.fl_str_mv |
2019-03-18 2019-03-18T00:00:00Z 2023-09-26T08:56:27Z 2023-07-26T22:50:49Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
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info:eu-repo/semantics/article |
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article |
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publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.19/7945 |
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http://hdl.handle.net/10400.19/7945 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Reis, J., Amorim, M., & Melão, N. (2018). Service failure and recovery in technology-based business networks. International Journal of Quality and Service Sciences, 11(1), 2–15. https://doi.org/10.1108/IJQSS-10-2017-0094 1756-669X cv-prod-241316 10.1108/ijqss-10-2017-0094 2-s2.0-85055973993 |
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metadata only access info:eu-repo/semantics/openAccess |
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metadata only access |
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openAccess |
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application/pdf |
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