Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Service Recovery Policy, Empowerment or both?: A study of the interrelation between service recovery policy and empowerment within service organizations
Jönköping University, Jönköping International Business School, JIBS, Business Administration.
Jönköping University, Jönköping International Business School, JIBS, Business Administration.
2005 (English)Independent thesis Advanced level (degree of Magister), 10 points / 15 hpStudent thesis
Abstract [en]

Today’s economy is getting more service oriented and we live in a service society. The service sector has experienced a great development, which has implied and implies greater competition. The customers have a wider range of services to choose among and as a service provider, it is all about providing a superior service. However, being a service provider can sometimes imply a hard undertaking. Sometimes the service provider does not accomplish to provide the service perfectly. These situations are more known as service failures. Service recoveries are often used to recover service failures, which can e.g. imply an apology or offering the customer something extra at no cost.

To be able to act correctly in a service recovery situation, a com-pany can e.g. have a service recovery policy for how to act in service failure situations. A company can also choose to empower the front-line employees who interact frequently with the customers.

The purpose of the thesis is to determine the interrelation between service recovery policy and empowerment.

The research method chosen in this thesis is qualitative and the in-formation is collected by using semi-formal in-depth interviews as well as verbal protocols. One middle manager and one front-line employee representing three different service companies is partici-pating in the thesis. The three companies operate in three different industries within the service sector.

There is somewhat an interrelation between service recovery policy and the degree of empowerment. A non-specific service recovery policy seems to demand a high degree of empowerment while a specific policy does not seem to require a high degree of empowerment. According to the findings of this thesis, a company can also have a semi-formal policy and a medium degree of empowerment. This means that the more formal and specific service recovery policy, the less empowered staff is required.

Place, publisher, year, edition, pages
2005. , p. 67
Keywords [en]
Services; Service recovery; empowerment; policy and communication
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hj:diva-231OAI: oai:DiVA.org:hj-231DiVA, id: diva2:3933
Uppsok
samhälle/juridik
Examiners
Available from: 2005-08-26 Created: 2005-08-26

Open Access in DiVA

fulltext(361 kB)1107 downloads
File information
File name FULLTEXT01.pdfFile size 361 kBChecksum MD5
51cdb0f37204bf0033a2ca37ba53cb887a787dff2ed6f47d9b2d7eac460b33204f345f76
Type fulltextMimetype application/pdf

By organisation
JIBS, Business Administration
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 1107 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 1009 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf