Servitization is posing new challenges on organizational structure and competences required to manufacturing firms, with possible failures always behind the corner. In this context, service recovery is a central but unexplored issue that opens commercial opportunities and calls for operational impacts. This papers aims at describing through two in-depth case studies implications of service recovery practices on daily operations, highlighting some specific characteristics of a service recovery performance management system.
Service recovery: impacts on operational performances
CONTIERO, ENRICO;VINELLI, ANDREA
2012
Abstract
Servitization is posing new challenges on organizational structure and competences required to manufacturing firms, with possible failures always behind the corner. In this context, service recovery is a central but unexplored issue that opens commercial opportunities and calls for operational impacts. This papers aims at describing through two in-depth case studies implications of service recovery practices on daily operations, highlighting some specific characteristics of a service recovery performance management system.File in questo prodotto:
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