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Customer’s Tolerance for Failure of a Service Innovation: Opening the Black Box of the Recovery Process
[La tolerancia del cliente al fracaso de una innovación de servicios: hacia la apertura de la “caja negra” del proceso de recuperación]

Author

Listed:
  • Julien Cusin

    (IRGO - Institut de Recherche en Gestion des Organisations - UB - Université de Bordeaux - Institut d'Administration des Entreprises (IAE) - Bordeaux)

  • Michael Flacandji

    (IRGO - Institut de Recherche en Gestion des Organisations - UB - Université de Bordeaux - Institut d'Administration des Entreprises (IAE) - Bordeaux)

Abstract

Our research studies customers' long-term behavior when facing the failure of a service innovation, as well as the service recovery initiated by the brand and its consequences. The case studied is that of the failure of a new concept store tested by a sport items retailer. Our comprehensive longitudinal approach is based on the analysis of online reviews and interviews with both employ­ees and customers. Our results ultimately show the process by which customers grant a right to error to a company whose service innovation has failed.

Suggested Citation

  • Julien Cusin & Michael Flacandji, 2019. "Customer’s Tolerance for Failure of a Service Innovation: Opening the Black Box of the Recovery Process [La tolerancia del cliente al fracaso de una innovación de servicios: hacia la apertura de la," Post-Print hal-03252439, HAL.
    • Handle: RePEc:hal:journl:hal-03252439
    as

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