Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and Challenges
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/10400.26/42840 |
Resumo: | Digital service systems are changing the world as we know it, enabling companies to embrace new forms of relationship with their customers. The aim of this article is to propose a categorization of service failures in digital service systems and an illustration of recovery solutions based on life situations. Thus, this article used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources, such as semi-structured interviews, customer complaints from an online database, and direct observation. The case revealed that digital service systems are not failure proof and service failures are inevitable. As a result, companies are struggling to consistently maintain high service standards across all channels and, for that purpose, have essentially invested on automated interactions. On the other hand, humanized recovery solutions are expected to enable organizations to make significant progress, including prevention and corrective actions, that will mitigate the perception of poor service delivery. While current studies tend to focus on what is going wrong in digital engagement, researchers have hitherto not investigated sufficiently this digital breakdown and the subsequent recovery solutions. |
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Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and ChallengesDigital service systemsservice failurerecovery solutionschannelscase studyDigital service systems are changing the world as we know it, enabling companies to embrace new forms of relationship with their customers. The aim of this article is to propose a categorization of service failures in digital service systems and an illustration of recovery solutions based on life situations. Thus, this article used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources, such as semi-structured interviews, customer complaints from an online database, and direct observation. The case revealed that digital service systems are not failure proof and service failures are inevitable. As a result, companies are struggling to consistently maintain high service standards across all channels and, for that purpose, have essentially invested on automated interactions. On the other hand, humanized recovery solutions are expected to enable organizations to make significant progress, including prevention and corrective actions, that will mitigate the perception of poor service delivery. While current studies tend to focus on what is going wrong in digital engagement, researchers have hitherto not investigated sufficiently this digital breakdown and the subsequent recovery solutions.Repositório ComumReis, João Carlos Gonçalves dosSantos, Vasco2022-12-26T10:45:01Z20192019-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.26/42840eng10.6000/1929-7092.2019.08.149info: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:RCAAP2022-12-30T12:15:24Zoai:comum.rcaap.pt:10400.26/42840Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T16:29:04.504448Repositório 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 |
Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and Challenges |
title |
Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and Challenges |
spellingShingle |
Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and Challenges Reis, João Carlos Gonçalves dos Digital service systems service failure recovery solutions channels case study |
title_short |
Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and Challenges |
title_full |
Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and Challenges |
title_fullStr |
Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and Challenges |
title_full_unstemmed |
Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and Challenges |
title_sort |
Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and Challenges |
author |
Reis, João Carlos Gonçalves dos |
author_facet |
Reis, João Carlos Gonçalves dos Santos, Vasco |
author_role |
author |
author2 |
Santos, Vasco |
author2_role |
author |
dc.contributor.none.fl_str_mv |
Repositório Comum |
dc.contributor.author.fl_str_mv |
Reis, João Carlos Gonçalves dos Santos, Vasco |
dc.subject.por.fl_str_mv |
Digital service systems service failure recovery solutions channels case study |
topic |
Digital service systems service failure recovery solutions channels case study |
description |
Digital service systems are changing the world as we know it, enabling companies to embrace new forms of relationship with their customers. The aim of this article is to propose a categorization of service failures in digital service systems and an illustration of recovery solutions based on life situations. Thus, this article used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources, such as semi-structured interviews, customer complaints from an online database, and direct observation. The case revealed that digital service systems are not failure proof and service failures are inevitable. As a result, companies are struggling to consistently maintain high service standards across all channels and, for that purpose, have essentially invested on automated interactions. On the other hand, humanized recovery solutions are expected to enable organizations to make significant progress, including prevention and corrective actions, that will mitigate the perception of poor service delivery. While current studies tend to focus on what is going wrong in digital engagement, researchers have hitherto not investigated sufficiently this digital breakdown and the subsequent recovery solutions. |
publishDate |
2019 |
dc.date.none.fl_str_mv |
2019 2019-01-01T00:00:00Z 2022-12-26T10:45:01Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.26/42840 |
url |
http://hdl.handle.net/10400.26/42840 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
10.6000/1929-7092.2019.08.149 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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