Service failure and recovery in technology-based business networks

Purpose: This paper aims to investigate how service providers are using their channels to support the handling of customer complaints in a technology-based business network (Tb2N) environment. It aims to discuss the implications from existing misalignments between the service delivery debilities and the complexity of the Tb2N recovery process. Design/methodology/approach: This study used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources for corroboration purposes, such as reports from customer complaints, semi-structured interviews, direct observation and official documents. Data were analysed to identify paths and relationships between constructs, to reduce data, to enable interpretation and to achieve valid and reliable results. Findings: The case analysis revealed four types of Tb2N debilities: weaknesses in what concerns the channel migration to new technologies, automated physical and virtual barriers in accessing the firms’ common channel, non-automated barriers concerning the cross-training of employees and, finally, barriers concerning the service operations management. Originality/value: To the best of the authors’ knowledge, this is the first attempt to characterize the service failure and recovery in a Tb2N context. Complaint management is an essential tool for managers, as failures in service delivery are inevitable and the recovery of such encounters encompasses significant challenges. For academics, this is the first effort to discuss a growing topic in the operations management literature. Further investigation is needed, and with this contribution, the authors expect to stimulate other researchers to provide their contribution.