Service Recovery: An Integrative Framework and Research Agenda
整合了运营、营销和人力资源视角，构建了一个跨学科、多层次的整合框架，将组织在服务补救上的投入与组织、员工和顾客的结果联系起来，并提出了未来研究议程。
Service recovery captures the organizational actions of seeking and dealing with a failure in service delivery. Although many studies have examined the outcomes of organizational efforts to manage service recovery, there is no comprehensive framework embracing the focal constructs, the causal relationships, the interdisciplinarity, and the levels of theory in service recovery. In this paper we synthesize theoretical and empirical studies examining the operations, marketing, and human resources management views on service recovery, offering three contributions to the literature. First, we develop an interdisciplinary and multilevel framework linking organizational investments in service recovery to organizational, employee, and customer outcomes, within and across levels of theory. Second, we integrate conceptual and empirical propositions from previously separate research. Third, we offer scholars a research agenda highlighting several issues that are in need of interdisciplinary research on service recovery.