Service failure and recovery (SFR) is a well-established area of research that has made considerable progress over the past 30 years. In this study, we used a combination of text mining, co-word analysis, and social network analysis (SNA) to explore the relationships among keywords in SFR research. We analyzed a dataset of 533 SFR articles published between 1990 and 2020, extracting the most frequently used keywords using text-mining techniques. These keywords were then subjected to co-word analysis and SNA to understand the development of themes and topics in SFR research. By examining changes in network centrality measures, we gained insights into the evolution of research in this field. Furthermore, by identifying gaps or disconnections in the keyword networks, we identified future research opportunities related to the impact of service recovery strategies on customer reactions, employee reactions, and firm outcomes, as well as the relationship between customer and employee responses.
AlbrechtArne K.SchaefersTobiasWalshGianfrancoBeattySharon E. (2019), “The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery,” Journal of Service Research, 22 (1), 60-74.
2.
ArmstrongJon Scott, ed (2001). Principles of Forecasting: A Handbook for Researchers and Practitioners, Vol. 30. Boston, MA: Kluwer Academic.
3.
Arora Swapan DeepChakraborty Anirban (2021), “Intellectual Structure of Consumer Complaining Behavior (CCB) Research: A Bibliometric Analysis,” Journal of Business Research, 122 (January), 60-74.
4.
BadrinarayananVishagSierraJeremy J. (2018). “Triggering and Tempering Brand Advocacy by Frontline Employees: Vendor and Customer-Related Influences,” Journal of Business & Industrial Marketing, 33 (1), 42-52.
5.
BagherzadehRaminRawalMonikaWeiShuqinSaavedra TorresJose Luis (2020), “The Journey from Customer Participation in Service Failure to Co-Creation in Service Recovery,” Journal of Retailing and Consumer Services, 54 (January), 102058.
6.
BalajiM. S.JhaSubhashSenguptaAditi SarkarKrishnanBalaji C. (2018), “Are Cynical Customers Satisfied Differently? Role of Negative Inferred Motive and Customer Participation in Service Recovery,” Journal of Business Research, 86 (February), 109-118.
7.
BarsadeSigal G. (2002), “The Ripple Effect: Emotional Contagion and Its Influence on Group Behavior,” Administrative Science Quarterly, 47 (4), 644-675.
8.
BitnerMary JoBoomsBernard H.TetreaultMary Stanfield (1990), “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,” Journal of Marketing, 54 (1), 71-84.
9.
BitnerMary JoOstromAmy L.MeuterMatthew L. (2002), “Implementing Successful Self-Service Technologies,” Academy of Management Perspectives,16 (4), 96-108.
10.
BorahSourav BikashPrakhyaSrinivasSharmaAmalesh (2020), “Leveraging Service Recovery Strategies to Reduce Customer Churn in An Emerging Market,” Journal of the Academy of Marketing Science, 48 (5), 848-868.
11.
BorgattiStephen P.MartinEverett G.JohnsonJeffrey C. (2013). Analyzing Social Networks. London, UK: Sage Publications.
12.
BurtRonald S. (1995). Structural Holes: The Social Structure of Competition. Cambridge, MA: Harvard University Press.
13.
CasidyRizaDuhachekAdamSinghVishalTamaddoniAli (2021), “Religious Belief, Religious Priming, and Negative Word of Mouth,” Journal of Marketing Research, 58 (4), 762-781.
14.
CheongMinyoungYammarinoFrancis J.DionneShelley D.SpainSeth M.TsaiChou Yu (2019), “A Review of The Effectiveness of Empowering Leadership,” The Leadership Quarterly, 30 (1), 34-58.
15.
ColmLauraOrdaniniAndreaParasuramanA (2017), “When Service Customers Do Not Consume in Isolation : A Typology of Customer Copresence Influence Modes (CCIMs),” Journal of Service Research, 20 (3), 223-39.
Crisafulli BenedettaSingh Jaywant (2017), “Service Failures in E-Retailing: Examining the Effects of Response Time, Compensation, and Service Criticality,” Computers in Human Behavior, 77 (December), 413-424.
19.
De MatosCelso AugustoHenriqueJorge LuizVargas RossiCarlos Alberto (2007), “Service Recovery Paradox: A Meta-Analysis,” Journal of Service Research, 10 (1), 60-77.
20.
DonthuNaveenKumarSatishMukherjeeDebmalyaPandeyNiteshLimWeng Marc (2021), “How to Conduct a Bibliometric Analysis: An Overview and Guidelines,” Journal of Business Research, 133 (May), 285-96.
21.
FouroudiPanteaKitchenPhilip J.MarviRezaAkarsuTugra NazliUddinHelal (2020), “A Bibliometric Investigation of Service Failure Literature and A Research Agenda,” European Journal of Marketing, 54 (10), 2575-2619.
22.
GrégoireYanyGhadamiFatemeLaporteSandraSénécalSylvainLarocqueDenis (2018), “How Can Firms Stop Customer Revenge? The Effects of Direct and Indirect Revenge on Post-Complaint Responses,” Journal of the Academy of Marketing Science, 46 (6), 1052-71.
23.
GrégoireYanyMattilaAnna S. (2021), “Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence,” Journal of Service Research, 24 (3), 323-28.
24.
GrothMarkusGrandeyAlicia (2012), “From Bad to Worse: Negative Exchange Spirals in Employee–Customer Service Interactions,” Organizational Psychology Review, 2 (3), 208-33.
25.
HallMatthew J.HyodoJamie D. (2022), “Service Provider to the Rescue: How Firm Recovery of Do-It-Yourself Service Failure Turns Consumers from Competitors to Satisfied Customers,” Journal of Service Research. https://doi.org/10.1177/10946705221111347
26.
Harrison-WalkerL. Jean. (2019), “The Critical Role of Customer Forgiveness in Successful Service Recovery,” Journal of Business Research, 95 (February), 376-391.
27.
HerhausenDennisGrewalLaurenCummingsKrista HillRoggeveenAnne L.OrdenesFrancisco VillarroelGrewalDhruv (2023), “Complaint De-Escalation Strategies on Social Media,” Journal of Marketing, 87 (2), 210-231.
28.
HerrandoCarolinaConstantinidesEfthymios (2021). Emotional Contagion: A Brief Overview and Future Directions. Frontiers in Psychology, 16(July), 1–7.
29.
HessRonald LGanesanShankarKleinNoreen M. (2003), “Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction,” Journal of the Academy of Marketing Science, 31 (2), 127-45.
30.
HogreveJensBilsteinNicolaHoernerKathrin (2019), “Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others,” Journal of Service Research, 22 (4), 421-439.
31.
HogreveJensBilsteinNicolaMandlLeonhard (2017), “Unveiling the Recovery Time Zone of Tolerance: When Time Matters In Service Recovery,” Journal of the Academy of Marketing Science, 45 (6), 866-83.
32.
HouseRobert J. (1996), “Path-Goal Theory of Leadership: Lessons, Legacy, and a Reformulated Theory,” The Leadership Quarterly, 7 (3), 323-352.
33.
HuangBoPhilpMatthew (2021), “When AI-Based Services Fail: Examining the Effect of the Self-AI Connection on Willingness to Share Negative Word-of-Mouth after Service Failures.” The Service Industries Journal,41 (13–14), 877-899.
34.
JergerChristinaWirtzJochen (2017), “Service Employee Responses to Angry Customer Complaints: The Roles of Customer Status and Service Climate,” Journal of Service Research, 20 (4), 362-78.
35.
JörlingMoritzBöhmRobertPaluchStefanie (2019), “Service Robots: Drivers of Perceived Responsibility for Service Outcomes,” Journal of Service Research, 22 (4), 404-420.
36.
KanuriVamsi K.AndrewsMichelle (2019), “The Unintended Consequence of Price-Based Service Recovery Incentives,” Journal of Marketing, 83 (5), 57-77.
37.
ManuC.SreejeshS. (2020), “Addressing Service Failure and Initiating Service Recovery in Online Platforms: Literature Review and Research Agenda,” Journal of Strategic Marketing, 29 (8), 658-689.
38.
McColloughMichael A.BerryLeonard L.YadavManjit S. (2000), “An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery,” Journal of Service Research, 3 (2), 121-37.
39.
MeuterMatthew L.OstromAmy L.RoundtreeRobert I.BitnerMary Jo (2000), “Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters,” Journal of Marketing,64 (3), 50-64.
40.
OrsingherChiaraValentiniSarade AngelisMatteo (2010), “A Meta-Analysis of Satisfaction with Complaint Handling in Services,” Journal of the Academy of Marketing Science, 38 (2), 169-86.
41.
Ronda-PupoGuillermo ArmandoGuerras-MartinLuis Angel (2012), “Dynamics of the Evolution of the Strategy Concept 1962-2008: A Co-word Analysis,” Strategic Management Journal, 33 (2), 162-88.
42.
RoschkHolgerGelbrichKatja (2014), “Identifying Appropriate Compensation Types for Service Failures: A Meta-Analytic and Experimental Analysis,” Journal of Service Research, 17 (2), 195-211.
43.
RuppDeborah E.SpencerSharmin (2006), “When Customers Lash Out: The Effects of Customer Interactional Injustice on Emotional Labor and the Mediating Role of Discrete Emotions,” Journal of Applied Psychology, 91 (4), 971-978.
44.
SchrockWyatt A.ZhaoYanhuiRichardsKeith A.HughesDouglas E.AminMohammad Sakif (2018), “On the Nature of International Sales and Sales Management Research: A Social Network–Analytic Perspective,” Journal of Personal Selling & Sales Management, 38 (1), 56-77.
45.
SheehanBenJinHyun SeungGottliebUdo (2020), “Customer Service Chatbots: Anthropomorphism and Adoption,” Journal of Business Research, 115 (July), 14-24.
46.
SmithAmy K.BoltonRuth N. (1998), “An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?” Journal of Service Research, 1 (1), 65-81.
47.
SurachartkumtonkunJirapornMcColl-KennedyJanet R.PattersonPaul G. (2015), “Unpacking Customer Rage Elicitation: A Dynamic Model,” Journal of Service Research, 18 (2), 177-92.
48.
TaxStephenBrownStephen (1998), “Recovering and Learning from Service Failure,” Sloan Management Review, 40 (1), 75-88.
49.
TsarenkoYelenaStrizhakovaYuliyaOtnesCele C. (2019), “Reclaiming the Future: Understanding Customer Forgiveness of Service Transgressions,” Journal of Service Research, 22 (2), 139-55.
50.
Van VaerenberghYvesOrsingherChiaraVermeirIrisLarivièreBart (2014), “A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes,” Journal of Service Research, 17 (4), 381-98.
51.
Van VaerenberghYvesVargaDorottyaDe KeyserArneOrsingherChiara (2019), “The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research,” Journal of Service Research, 22 (2), 103-19.
52.
Van VaerenberghYvesHazéeSimonCostersAnnelies (2018), “Customer Participation in Service Recovery: A Meta-Analysis,” Marketing Letters, 29 (4), 465-483.
53.
ValentiniSaraOrsingherChiaraPolyakovaAlexandra (2020), “Customers’ Emotions in Service Failure and Recovery: A Meta-Analysis,” Marketing Letters, 31 (2-3), 199-216.
54.
WardJames C.OstromAmy L. (2016), “Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites,” Journal of Consumer Research, 33 (2), 220-230.
55.
XieChunyanBagozziRichard P.GrønhaugKjell (2019). “The Impact of Corporate Social Responsibility on Consumer Brand Advocacy: The Role of Moral Emotions, Attitudes, and Individual Differences”. Journal of Business Research, 95(February), 514–530.
56.
ZhuXiaZolkiewskiJudy (2015), “Exploring Service Failure in a Business-to-Business Context,” Journal of Services Marketing, 29 (5), 367-379.
Supplementary Material
Please find the following supplemental material available below.
For Open Access articles published under a Creative Commons License, all supplemental material carries the same license as the article it is associated with.
For non-Open Access articles published, all supplemental material carries a non-exclusive license, and permission requests for re-use of supplemental material or any part of supplemental material shall be sent directly to the copyright owner as specified in the copyright notice associated with the article.
