[AISWorld] Journal of Service Research Special Issue on Smart Service Failure-Recovery

[Ming-Hui Huang]

*Journal of Service Research* Special Issue on *Smart Service
Failure-Recovery*

Submission Deadline: Full papers due *June 1, 2023*

The field of service failure-recovery (SFR) is one of the most established
in service. However, recent reviews (see references) attest that this
prolific field is now at the crossroads. These reviews have urged
researchers to move beyond traditional contexts, the overuse of the same
established theories, and the overreliance on basic surveys and
scenario-based experiments. To ensure its prosperity, the field of SFR
needs some serious out-of-the-box thinking. This is the purpose of this
special issue: bringing SFR to the next level.

By “smart” service failure-recovery, we mean any SFR research that solves
important real-world problems by using innovative methods and theories. The
idea of “being smart” speaks to the importance of reconsidering our “old”
ways and encouraging the adoption of up-to-date practices. For instance, we
are seeking for innovative SFR taking the following forms:

   - New contexts, such as AI-powered digital interfaces, service
   failure-recovery involving AI, healthcare, governmental services, B2B,
   service delivery networks, service crises, and corporate irresponsibility.
   - New data, being textual, financial, archival, mobile, behavioral, or
   physiological.
   - New theories that go beyond the application of established frameworks
   (e.g., justice, attribution, satisfaction), and that include new metrics
   (e.g., firm performance, societal well-being, global integration).
   - New methods, such as longitudinal designs, field experiments, dyadic
   or triadic designs, qualitative research, neuro-physiological studies,
   event studies, mobile diaries, etc.
   - New analytics, including machine learning methods, multilevel
   analyses, econometrics, longitudinal SEM, meta-analyses, etc.
   - Any research that proposes new angles, approaches, technologies, and
   data pushing the boundaries of the field.

Before submitting their work, we ask researchers to consult the references
below. Please contact the special issue co-editors if you have any
questions.

*References  *
Grégoire, Yany and Anna Mattila (2021) “Service Failure and Recovery at the
Crossroads: Recommendations to Actualize the Field and its Influence,”
Journal of Service Research, 24 (3), 323-328.

Khamitov, Mansur, Yany Grégoire, and Anshu Suri (2020) “A Systematic Review
of Brand Transgression, Service Failure Recovery and Product Harm Crisis:
Integration and Guiding Insights,” Journal of the Academy of Marketing
Science, 48 (3), 519-542.

VanVaerenbergh, Yves, Dorottya Varga, Arne De Keyser, and Chiara Orsingher
(2019), “The Service Recovery Journey: Conceptualization, Integration, and
Directions for Future Research,” Journal of Service Research, 22 (2),
103-119.

Van Vaerenbergh, Yves, and Chiara Orsingher (2016). “Service Recovery: An
Integrative Framework and Research Agenda.” Academy of Management
Perspectives, 30 (3), 328–346

*Special Issue Co-Editors*
Yany Grégoire, HEC Montréal (yany.gregoire at hec.ca)
Yves Van Vaerenbergh, KU Leuven (yves.vanvaerenbergh at kuleuven.be)
Chiara Orsingher, University of Bologna (chiara.orsingher at unibo.it)
Katja Gelbrich, Catholic University of Eichstätt-Ingolstadt (
Katja.Gelbrich at ku.de)

_____________

Ming-Hui Huang

Editor-in-Chief Journal of Service Research

Distinguished Professor National Taiwan University

Fellow Association for Information Systems (AIS)

Fellow European Marketing Academy (EMAC)