Title: Balancing reactions and actions between service receivers and service providers to resolve service failures

Authors: Irma Magaña Carrillo; Göran Svensson; Carmen Otero-Neira

Addresses: Faculty of Tourism, University of Colima, H. Josefa Ortiz de Domínguez 64, La Haciendita, 28950 Villa de Álvarez, Col., Colima, Mexico ' Kristiania University College, Kirkegt, 24-26, 0153 Oslo, Norway ' Faculty of Economy and Business Studies, University of Vigo, Lagos Marcosende s/n, 36310 Vigo, Pontevedra, Spain

Abstract: The research objective is to explore service receivers' reactions and actions to deal with a service failure and their perceptions of the service providers' reactions and actions to resolve the same service failure. Quantitative approaches based on a survey in the Mexican telecom market based on a series of hypotheses tested are reported. The findings indicate that the reactions and actions performed by the service receiver should be monitored and balanced by the service provider. The service receiver expectations and experiences of a service failure should be managed and resolved by the service provider adaptations and flexibility. This study frames through the teleological lens service receivers' reactions and actions to deal with a service failure and their perceptions of the service providers' reactions and actions to resolve the service failure.

Keywords: service; teleological actions; reactions; service receiver; service provider; expectations; perceptions; service failure; front-line employees; client; negative emotions; Mexico.

DOI: 10.1504/IJBEX.2022.121604

International Journal of Business Excellence, 2022 Vol.26 No.1, pp.20 - 41

Received: 13 May 2019
Accepted: 08 Sep 2019
Published online: 21 Mar 2022 *

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