Reliability‐based analysis of service recovery

Simons, Jacob V.

doi:10.1108/02656710410511678

Cited by 10 publications

(7 citation statements)

References 15 publications

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“…Part of the reason for this is that the sector is typified by its sheer diversity and the extent of its economic coverage (Dotchin and Oakland, 1994a; Haynes, 1990). As a result of the importance of the sector, there is a well‐established literature relating to the management of service organisations and many of their key attributes have been identified by previous research (Clemes, 2000; Haynes, 1990; Rosen and Karwan, 1994; Simons, 2004; Wemmerlov, 1990). It is in the nature of these characteristics that the roots of the sector's potential for crisis can be identified.…”

Section: Crisis In Context – Elements Of the Service Sectormentioning

confidence: 99%

Business (not) as usual: crisis management, service recovery and the vulnerability of organisations

Smith

2005

Journal of Services Marketing

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PurposeThis paper is concerned with an exploration of crises within the service sector. The paper proposes setting out a thesis that places “management”, as both a function and a process, at the centre of crisis generation and response rather than simply in terms of “continuity management” or service recovery. The paper argues that the nature of interactions within a service sector context generates significant problems of emergence that, in turn, create vulnerability within organisations. The paper aims to conclude by offering suggestions regarding the various points of intervention that are available to organisations.Design/methodology/approachThe paper explores the nature of crisis with particular reference to the service industries. The paper is conceptual in its scope, although it draws on a number of research‐ and consultancy‐based investigations.FindingsThis paper has sought to identify three of the key elements of the crisis management literature: namely vulnerability, emergence and the barriers to learning. Each of these offers quite fundamental challenges to the practice of service recovery by highlighting the need to address both the prevention and response dynamics of the crisis process. The paper outlines the theoretical aspects of failure and outlines the process of vulnerable pathways within organisations.Research limitations/implicationsThe conceptual framework needs to be applied to specific cases of crisis in order to validate the framework.Practical implicationsThe interdisciplinary approach seeks to outline key issues facing practitioners around the development of contingency plans and the limitations that such plans have embedded within them.Originality/valueThe paper seeks to develop understanding of the nature of vulnerability within organisations and outlines a conceptual framework for the analysis of escalation within organisations.

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Section: Crisis In Context – Elements Of the Service Sectormentioning

confidence: 99%

Business (not) as usual: crisis management, service recovery and the vulnerability of organisations

Smith

2005

Journal of Services Marketing

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“…Simons (2004) [45] questioned the focus of service recovery on dealing with customers who have been the recipient of poor service and suggested that it should focus more on dealing with the mechanisms that generate errors and improve correction capabilities. Learning from failures moves service recovery away from a transactional activity, interested only in recovering and satisfying an individual customer, toward management activity that improves systems and processes to ensure future customers are satisfied and costs are reduced.…”

Section: Thefinancial Aspect Of Service Recoverymentioning

confidence: 98%

“…And more specifically, little literature contains analytical methodologies that can help managers make the trade-off needed to improve service quality [16].…”

Section: Introductionmentioning

confidence: 99%

An Integrated Framework for Understanding the Allocating of Service Recovery Resource

Zhao¹,

Zhao²,

Sha³

2009

2009 International Conference on Management and Service Science

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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.

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“…Reliability is the ability to perform the promised service consistently, dependably, and accurately (Simons, 2004). Reliability has often been cited as the most important dimension in assessing the quality of service and is therefore a fundamental requirement for businesses to compete in the marketplace (Cook et al, 2002).…”

Section: Improvement In Reliability Of Servicesmentioning

confidence: 99%

Modelling and evaluation of investment strategies in human resources for logistics improvement

Jhawar

Garg

Khera

2016

IJSPM

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Logistics cost is an important factor that affects the competitiveness of nations as well as firms. High logistics costs and low levels of service are a barrier to trade and foreign direct investment and thus to economic growth. Shortening of production cycles, amplification of competition globally, sharing and outsourcing of production processes, shorter delivery times and plethora of choices for customers have made logistics a potential source of competitive advantage. The success of logistics depends on the quality, qualification, skills and commitment of the employees and to excel in future, firms need to attract, retain and develop individuals with the right skills and, capabilities. The paper evaluates various investment strategies for investment in human resources by an Indian-based logistics firm using system dynamics modelling to study the effect of improvement in human resources on the logistics performance index.

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Reliability‐based analysis of service recovery

Cited by 10 publications

References 15 publications

Business (not) as usual: crisis management, service recovery and the vulnerability of organisations

Business (not) as usual: crisis management, service recovery and the vulnerability of organisations

An Integrated Framework for Understanding the Allocating of Service Recovery Resource

Modelling and evaluation of investment strategies in human resources for logistics improvement

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