Traditionally, the Journal of Service Research awards are given out during the Frontiers in Service conference. This summer 2020, we have to digitally congratulate the winners for the best paper published in 2019. Join us in recognising the authors’ contribution to our field, as well as the JSR best reviewer and outstanding associate editor of the year.
Best Paper Award:
Yves Van Vaerenbergh, Dorottya Varga, Arne De Keyser, and Chiara Orsingher (2019), “The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research”.
Service failures represent temporary or permanent interruptions of the customer’s regular service experience. Although the literature identifies an extensive set of organizational alternatives for recovering from service failures, researchers have approached these responses as discrete organizational actions that are loosely connected to the dynamic nature of the recovery experience. In this article, we address this shortcoming by introducing the idea of the service recovery journey (SRJ). We first conceptualize the SRJ as the outcome of a service failure that is composed of three phases: prerecovery, recovery, and postrecovery. We then synthesize the organizational responses to service failures reported in 230 journal articles and integrate them with the novel SRJ perspective. Thereafter, we provide an extensive set of questions for future research that will expand our knowledge about the prerecovery, recovery, and postrecovery phases and address the interaction between the customer’s regular journey and the SRJ. Finally, we outline six considerations for recovery research seeking to affect business practice and discuss the managerial implications of adopting an SRJ perspective.
Best Reviewer Award:
Jan Schumann, University of Passau
Outstanding Associate Editor Award:
Dwayne Gremler, Bowling Green University