This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.
Abstract
Purpose
This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.
Design
This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.
Findings
Knowledge visualization with a strategic digital twin system can help optimize a firms decision making.
Originality
The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.
Details
Keywords
Jeeshan Mirza, Yany Grégoire, Chatura Ranaweera and Chau Minh Nguyen
The service failure and recovery (SFR) research field has reached its maturity stage and is now at a critical juncture. There are growing calls for fresh perspectives and…
Abstract
Purpose
The service failure and recovery (SFR) research field has reached its maturity stage and is now at a critical juncture. There are growing calls for fresh perspectives and innovative approaches in SFR research to ensure its continued relevance and growth. The purpose of this paper is to identify boundary-breaking opportunities in SFR research by fundamentally challenging some of the central assumptions of the field.
Design/methodology/approach
This paper employs a unique “review of reviews” methodology to synthesise findings from 19 prior SFR reviews, complemented by an in-depth analysis of 116 primary articles published in the past five years.
Findings
This paper makes several contributions. First, it identifies and critically evaluates the central underlying assumptions of SFR, highlighting their inherent limitations in light of emerging conceptual and substantive developments. Second, it offers alternative perspectives that reframe these assumptions and open up new avenues for research. Third, within each alternative perspective, we propose specific research ideas that can benefit from further exploration. To develop the ideas, we build on recent conflicts and negative events in the marketplace. Our review of reviews approach also enables us to track how frequently such ideas have been proposed in prior reviews. Finally, the paper briefly discusses some methodological considerations for conducting more impactful research.
Originality/value
This paper leverages insights from prior SFR literature reviews and recent research and steeps into real-world marketing issues to challenge the central assumptions of the field and recommend future research avenues.