Servsig2022 Glasgow Scotland, 16-18 June

Service Failure and Recovery

Track Chair
Katja Gelbrich

Katja Gelbrich

Professor of International Management, Katholische Universität Eichstätt-Ingolstadt, Germany
Track Chair
Holger Roschk

Holger Roschk

Professor of Marketing, Aalborg University Business School, Denmark
Track Chair
Amin Nazifi

Amin Nazifi

Senior Lecturer in Marketing, University of Birmingham, UK
Junior Track Chair
Alina Kerath

Alina Kerath

PhD Candidate Katholische Universität Eichstätt-Ingolstadt, Germany

Indicative Topics

  • Customers’ reactions to service failures
  • Customer complaint management
  • Service recovery strategies
  • Service failure and recovery (SFR) in B2B
  • Service recovery paradox
  • Double deviations
  • Service termination
  • Big data in SFR
  • Frontline burdens of SFR
  • Financial and market-based impact of (in)effectual complaint handling
  • Organizational alignment for outstanding complaint handling
  • The role of service and retail firms for managing product harm crises
  • Service failure and recovery in the platform economy
  • Service failure in digital environments
  • Human vs. artificial touch in SFR interactions
  • Emerging technologies in service recovery