Service recovery: Literature review and research issues
Service recovery has attracted serious research attention in the recent past. Purpose of this paper is to review service recovery research, classify research articles according to their approaches and methodologies, and find the gaps in the literature for better service recovery research. A total of 280 articles from 70 refereed journals and international conferences are classified into nine categories, service failure, customer relationship, customer overall satisfaction, customer behavioral intentions, recovery choices, service recovery paradox, best practices, performance measurement, and literature survey. Research methodologies are classified into conceptual, empirical, descriptive, exploratory cross-sectional and exploratory longitudinal approaches. This study finds lacks in complaint management and recovery processes. This paper could be helpful for business managers to understand the state of mind after a service failure and to capitalize the situation to retain business.