An Integrated Framework for Understanding the Allocating of Service Recovery Resource

Abstract

in this paper, an integrated framework is proposed by summarizing current service recovery concepts. The framework, which introduces the service recovery from the perspectives of both the customers and the firms, is also an analysis tool for allocating service recovery resource. Also we try to model and quantify this framework, converting the framework into an optimization problem, which is subjected to the interactions between organic components of service recovery and the limitation of the investment on service recovery. We argued that service recovery should act as a system instead of focusing on customer recovery. This paper would contribute to researchers and practitioner by reminding the cooperation of customer, employee, process recovery when encountering service recovery.