Reflections on resilience in the context of failure - Proposal of a Theoretical Framework
Keywords:Failure, Resilience, Compensation, E-commerce, Recovery
In perfect, ideal situations, everything is running smoothly and under the best conditions. The business is running smoothly, all the customers are satisfied and all the products delivered are in order. Suddenly, at any time, unexpected problems arise and affect the smooth running of the business. If zero failures are therefore unthinkable in any unstable environment subject to uncertainty, what can we say about the link between failure and resilience? Indeed, despite the concrete truth of the environment, it is in the latter that many beautiful things arise. Willingness versus action is the source of resilience and progress. This paper presents an overview of the theoretical framework linking context failure, compensatory strategies and resilience. More specifically, we focus on the contribution of compensatory or restitution strategies to the recovery of resilience. From the literature review, we examined several research works on failure contexts in order to subsequently propose a research model reflecting the role of compensations in recovery and resilience.
Anderson, E. W., & Fornell, C. (1994). A customer satisfaction research prospectus. Service quality: New directions in theory and practice, 14(1), 239-266.
Bayles, D. L. (2002). E-logistics & e-fulfillment: Beyond the “buy” button. In UNCTAD Workshop. CURAÇAO.
Beninger, S., & Francis, J. N. (2021). Collective market shaping by competitors and its contribution to market resilience. Journal of Business Research, 122, 293-303.
Cho, S. B., Jang, Y. J., & Kim, W. G. (2017). The moderating role of severity of service failure in the relationship among regret/disappointment, dissatisfaction, and behavioral intention . Journal of Quality Assurance in Hospitality & Tourism, 18(1), 69-85.
Cong, Q., & Fu, J. (2008). A research on the structure of customer’s service recovery expectation . International Journal of Business and Management, 3(10), 59-64.
Costa, A. C., Puga-Leal, R., & Pereira, Z. L. (2012). An Assessment of Recovsat Utilization for Different Service Typologies. Quality Innovation Prosperity, 16(2), 49-58.
Darmon, L. (2013). Itinéraire de l’évaluation d’un film par le spectateur au cinéma: les chemins de la déception . (Thèse de doctorat, Université d’Avignon).
Daugherty, P. J., Autry, C. W., & Ellinger, A. E. (2001). Reverse logistics: the relationship between resource commitment and program performance. Journal of business logistics, 22(1), 107-123.
Dissanayake, K. (2007). Reverse logistics and information management issues in manufacturing and e-business industries. (Thèse de doctorat, Université RMIT, Australie).
Eiglier, P. & Langeard, E. (1987). Servuction, le marketing des services. Mc GrawHill.
Fall, A. (2016). Planification des activités en logistique inverse: modélisation et optimisation des performances par une approche stochastique en programmation linéaire . (Thèse de doctorat, Université de Bordeaux).
Ghiadi, S., Chroqui, R., & Okar, C. (2015). Logistique, un facteur clé de Marketing . Congrès International de Génie Industriel et Management des Systèmes (CIGIMS). Fès. Maroc.
Greenberg, J. (1990). Employee theft as a reaction to underpayment inequity: The hidden cost of pay cuts . Journal of applied psychology, 75(5), 561-568.
Jalil, E. E. A. (2019). Customer satisfaction and reverse logistics in e-commerce: the case of klang valley . In 9th International Conference on Operations and Supply Chain Management, Vietnam.
Kumar, A., Gawande, A., & Brar, V. (2020). Features of marketing resilience. Vidyabharati International Interdisciplinary Research Journal, 11(1), 250-253.
Kuo, Y. F., & Wu, C. M. (2012). Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions. International Journal of Information Management, 32(2), 127-138.
Larivet, S., & Brouard, F. (2010). Complaints are a firm’s best friend. Journal of Strategic Marketing, 18(7), 537-551.
Leal, R. P., & Pereira, Z. L. (2003). Service recovery at a financial institution. The International Journal of Quality & Reliability Management, 20(6), 646-663.
Maxham III, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. Journal of retailing, 78(4), 239-252.
Migacz, S. J. (2018). Customer service recovery in hosptality: toward an understanding of the role of the service provider utilizing rawl’s justice theory. (Thèse de doctorat, Université A&M du Texas).
Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service recovery: a framework and empirical investigation. Journal of operations Management, 18(4), 387-400.
Mohamed, A. G., Fathi, A. A., Marouf, M. A., Hassan, M. S., & El Barky, S. S. (2015). Impact of reverse logistics applications on customer satisfaction. Proceedings of the 2015 International Conference on Operations Excellence and Service Engineering. Orlando, Florida, USA.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York ˈNY: Irwin-McGraw-Hill.
Sajjanit, M. C. (2015). The Development of a Measure of Customer-oriented Product Returns Service Performance. (Thèse de doctorat, Université Thammasat).
Siu, N. Y. M., Zhang, T. J. F., & Yau, C. Y. J. (2013). The roles of justice and customer satisfaction in customer retention: A lesson from service recovery. Journal of business ethics, 114(4), 675-686.
Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of marketing research, 36(3), 356-372.
Wen, B., & Chi, C. (2013). Examine the cognitive and affective antecedents to service recovery satisfaction. International Journal of Contemporary Hospitality Management. 25(3), 306–27.
Ye, H., & Luo, Y. (2016). The Research on the Impact of Service Failure Severity on Customer Service Failure Attribution in the Network Shopping. WHICEB proceeding. Wuhan International Conference on e-Business (WHICEB).
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375.
How to Cite
Copyright (c) 2023 Ghizlane Errabi
This work is licensed under a Creative Commons Attribution 4.0 International License.