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Advisor(s)
Abstract(s)
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 semistructured
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.
Description
Keywords
Digital service systems service failure recovery solutions channels case study