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

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.