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首页> 外文期刊>Journal of service management >Service recovery system antecedents: a contingency theory investigation
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Service recovery system antecedents: a contingency theory investigation

机译：服务恢复系统的先决条件：权变理论研究

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Purpose The purpose of this paper is to examine the influence of different antecedent factors (contingencies) on the design of a service recovery system (SRS). Design/methodology/approach A conceptual model was framed and a series of hypotheses generated and tested using data from 158 practicing managers using a multivariate general linear modeling technique. Findings The analyses indicated that firms, by and large, mainly considered environmental factors in the SRS design. Additional evidence suggests that managers do consider other contingencies but may do so in a fragmented manner. The results presented herein indicate that firms design back-office aspects of SRS in response to external factors (i.e. the environmental contingency). In contrast, the front-office components appear to have more diverse antecedents but are strongly influenced by the firm's recovery orientation. The specific recovery practices appear to be implemented per industry standards. In sum, evidence indicates that there are diverse driving factors to total SRS design.Originality/value This paper's main contribution is that it employs established theory to develop and test a model to show that firms consider multiple contingencies while designing SRS. It contributes to the emerging body of work on SRS design by providing insights that can be considered as driving forces behind the design of SRS.
机译：目的本文的目的是研究不同的先行因素（或有事项）对服务恢复系统（SRS）设计的影响。设计/方法/方法建立了概念模型，并使用多变量通用线性建模技术，使用来自158位执业经理的数据，生成并测试了一系列假设。结果分析表明，企业总体上在SRS设计中主要考虑了环境因素。其他证据表明，经理确实考虑了其他突发事件，但可能是零散的。本文提供的结果表明，企业应根据外部因素（即环境突发事件）来设计SRS的后台部门。相比之下，前台部门的前提似乎更为多样化，但受到公司复苏方向的强烈影响。具体的恢复实践似乎是按照行业标准实施的。总之，有证据表明，总体SRS设计有多种驱动因素。原创性/价值本文的主要贡献是，它使用既定的理论来开发和测试模型，以表明企业在设计SRS时会考虑多种突发事件。通过提供可被视为SRS设计背后推动力的见解，它为SRS设计的新兴工作做出了贡献。

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