Omni-channel Services Failure and Recovery: A Case Study Research

Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe Rosa

http://hdl.handle.net/10400.26/28305

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Authors

Reis, João Carlos Gonçalves dos

Amorim, Marlene Paula Castro

Melão, Nuno Filipe Rosa

Abstract(s)

This study investigates the way service providers are employing their channels to support the handling of customer complaints, using a qualitative case study research approach in a Portuguese private bank. It characterizes the omni-channel recovery practices and discusses its implications for customer satisfaction. The results suggest that the degree of customers ́(dis)satisfaction is not directly linked to the nature nor the severity of the existing failure, but rather with the service recovery process. This area represents a key research opportunity regarding the customer complaint in the contemporary service industry.

Keywords

Omni-channel services Service failure and recovery Case study research

URI

http://hdl.handle.net/10400.26/28305

Citation

Reis, J., Amorim, M., Melão, N. (2017). Omni-channel Services Failure and Recovery: A Case Study Research. Proceedings of the 24th European Operations Management Association Conference (EurOMA), Edinburgh, Scotland, 1st-5th July (p.1-10).