A Mathematical Model of Service Failure and Recovery Strategies*
提出服务失败与恢复策略的概念框架，并转化为数学模型，帮助管理者根据客户风险特征和成本结构，优化结果与过程恢复策略的资源分配。
ABSTRACT Understanding the nature of service failures and their impact on customer responses and designing cost‐effective recovery strategies have been recognized as important issues by both service researchers and practitioners. We first propose a conceptual framework of service failure and recovery strategies. We then transform it into a mathematical model to assist managers in deciding on appropriate resource allocations for outcome and process recovery strategies based on customer risk profiles and the firm's cost structures. Based on this mathematical model we derive optimal recovery strategies, conduct sensitivity analyses of the optimal solutions for different model parameters, and illustrate them through numerical examples. We conclude with a discussion of managerial implications and directions for future research.