University of Twente Student Theses


Service recovery as social drama: how to redress service recovery encounters?

Warven, M.Y. van (2014) Service recovery as social drama: how to redress service recovery encounters?

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Abstract:The interaction between a service employee and a customer is a dynamic process. A process where a mismatch between expectations of the customer and reality may lead to a breach in social interaction. A breach in the social interaction occurs when the current status quo is broken apart and is in need of redressive action by the service employee. The service employee has to come up with a justified solution in order to satisfy the customer. How these breaches contribute to the redressive action of a service employee is studied via an empirical study. The study into this phenomenon resulted in 30 cases where a breach occurred between a service employee and customer. Based on the gathered data an analysis is done to conclude how breaches influence the redressing of service interaction. This paper aims to dive into the social process of service recovery, as it pursues opening the black box on the social interactions itself. Determining what the effect of breaches in social interactions is and determining what course of action a service employee should use in certain situations can help to explain how a process of voicing the complaint to a state of redressing can come to be.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:70 social sciences in general, 85 business administration, organizational science
Programme:International Business Administration BSc (50952)
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