Service recovery: a framework and empirical investigation
提出了一个服务补救过程的框架，并通过实证研究验证了该框架，强调了运营活动在服务补救中的作用，为服务行业的管理者提供了改进服务补救的参考。
Abstract Although recovery activities are primarily managed by the operations function, service recovery has received little attention in the operations management literature. This paper outlines a framework for examining the service recovery process and then reports on an empirical study to test this framework. The results not only validate much of what is anecdotally claimed by researchers and casual observers of service industries, but also highlight the role of operational activities in service recovery. The paper then points to the need for an array of operations‐based research efforts that will lead to better understanding of the recovery process and to more empirically based descriptive and prescriptive models.