Balancing learning and adaptive curves in service encounters to manage critical incidents

ABSTRACT

This study explores the interface between service receivers’ learning and service providers’ adaptive curves in service encounters after critical incidents have occurred. Learning curve refers to a service receiver being repeatedly exposed to the same or similar critical incident. Adaptive curve refers to service providers possibly needing to act more flexibly each time a service receiver is exposed to the same or similar critical incident. The objective is to describe the interface between service receivers’ teleological actions and their perceptions of service providers’ teleological actions in complaint handling when critical incidents have occurred. Teleological actions may be either ad hoc and present-based, predetermined and past-based; or goal-directed and future-based. This study is based on two phases of qualitative research. The results indicate that there is a need for service providers to balance their actions in relation to the service receivers’ actions when critical incidents occur. The study provides a foundation for enhancing complaint handling in service encounters after critical incidents have occurred.

KEYWORDS:

• Negative emotions
• perceived justice
• teleological actions
• critical incident
• service failure
• complaint handling

Notes on contributors

Göran Svensson is Professor at Oslo School of Management, Norway. He is also Professor at Halmstad University, Sweden, Honorary Professor at Deakin University, Australia and Visiting Professor at University of Johannesburg, South Africa. He holds a Ph.D. at the School of Economics and Commercial Law, Göteborg University, Sweden. Furthermore, he is a committed member of the international research community as journal editor, numerous editorial boards and scholarly/research networks and associations. He is a frequent author of international journal articles, international conference contributions, invited speaker and engaged as a book author. He has a background as industrialist and entrepreneur in South America. More details about him may be found at: www.nordinavia.se

Carmen Padin is Assistant Professor at Vigo University, Spain. She holds a Ph.D. at Vigo University, Spain. Furthermore, she is an engaged scholar in the international research community and scholarly/research networks and associations. She is an author of international journal articles and international conference contributions and is engaged as a book author. Her research agenda consists of various research subjects and she has published in areas such as services, tourism, sustainability, teleology and relationship quality.