Smart Service Failure-Recovery


Special issue of the Journal of Service Research (Deadline 1 Aug 2023) and Pre-Frontiers Workshop; (Deadline 15 Mar 2023)


Author: Ming-Hui Huang

Journal of Service Research Special Issue on
Smart Service Failure-Recovery

Pre-Conference Workshop
June 15 (Thursday), 1pm-4pm
Frontiers in Service – Maastricht University (Frontiers in Service 2023)

We would like to invite you to a pre-conference event about the Special Issue on “Smart Service Failure-Recovery” (Smart SFR) at the Journal of Service Research. This event takes the format of a workshop in which the potential contributors to the Special Issue will present their original, cutting-edge ideas on the topic. The overall objective of this workshop is to help participants to discuss and refine their original work in a way that it will help to push the SFR field forward. This workshop of three hours will be composed of three stages:

  1.  Short Introduction to the Special Issue (30 minutes):
    Co-editors will open the discussion about the challenges of the topic and expectations about the SI.
  2. Panel Discussion about Smart Service Failure-Recovery (45 minutes):
    A panel with 4-5 prolific researchers in the field, at different stage of their career, will discuss the challenges the field is facing and discuss potential research topics.
  3. Roundtable Research Presentations (75 minutes):
    Small group roundtable discussions about the participants’ papers that target the special issue. Each table will be assigned one senior scholar, and co-editors will rotate around different tables to provide comments and different point of views.

This workshop will take place just before the opening ceremony of Frontiers in Service, on Thursday June 15, 2023. You need to register for Frontiers and register for this event to participate. We expect authors to be physically present at Frontiers and will not facilitate online presentations.

Authors interested in presenting their work should submit a proposal to the special issue team. Proposals should be submitted as a single Word or PDF file. The cover page should provide the full name, title, affiliation, and email address of each author. The proposal should include the following sections: Abstract, Introduction and Motivation, Methods, and Data, and (Expected) Results. Proposal length is a maximum of 1,500 words excluding tables, figures, and references. Please send your proposal to Yves Van Vaerenbergh ( before March 15, 2023.

This workshop is organized by the four co-chairs of the Special Issue on “Smart Service Failure-Recovery” and JSR’s Editor-in-Chief, Ming-Hui Huang, and it is sponsored by JSR.

Important dates:

Proposal submission deadline: March 15, 2023
Author notification date: April 1, 2023
Workshop date: June 15, 2023
Special issue submission deadline: August 1, 2023 (new deadline)

Yany Grégoire, HEC Montréal (
Yves Van Vaerenbergh, KU Leuven (
Chiara Orsingher, University of Bologna (
Katja Gelbrich, Catholic University of Eichstätt-Ingolstadt (

Journal of Service Research Special Issue on

Smart Service Failure-Recovery

Co-edited by
Yany Grégoire, HEC Montréal (, Yves Van Vaerenbergh, KU Leuven (, Chiara Orsingher, University of Bologna (, and Katja Gelbrich, Catholic University of Eichstätt-Ingolstadt (

Submission Deadline: Full papers due August 1, 2023 (new deadline)

The field of service failure-recovery (SFR) is one of the most established in service. However, recent reviews (see references) attest that this prolific field is now at the crossroads. These reviews have urged researchers to move beyond traditional contexts, the overuse of the same established theories, and the overreliance on basic surveys and scenario-based experiments. To ensure its prosperity, the field of SFR needs some serious out-of-the-box thinking. This is the purpose of this special issue: bringing SFR to the next level.

By “smart” service failure-recovery, we mean any SFR research that solves important real-world problems by using innovative methods and theories. The idea of “being smart” speaks to the importance of reconsidering our “old” ways and encouraging the adoption of up-to-date practices. For instance, we are seeking for innovative SFR taking the following forms:

  • New contexts, such as AI-powered digital interfaces, service failure-recovery involving AI, healthcare, governmental services, B2B, service delivery networks, service crises, and corporate irresponsibility.
  • New data, being textual, financial, archival, mobile, behavioral, or physiological.
  • New theories that go beyond the application of established frameworks (e.g., justice, attribution, satisfaction), and that include new metrics (e.g., firm performance, societal well-being, global integration).
  • New methods, such as longitudinal designs, field experiments, dyadic or triadic designs, qualitative research, neuro-physiological studies, event studies, mobile diaries, etc.
  • New analytics, including machine learning methods, multilevel analyses, econometrics, longitudinal SEM, meta-analyses, etc.
  • Any research that proposes new angles, approaches, technologies, and data pushing the boundaries of the field.

Before submitting their work, we ask researchers to consult the references below. Please contact the special issue co-editors if you have any questions.


Grégoire, Yany and Anna Mattila (2021) “Service Failure and Recovery at the Crossroads: Recommendations to Actualize the Field and its Influence,” Journal of Service Research, 24 (3), 323-328.

Khamitov, Mansur, Yany Grégoire, and Anshu Suri (2020) “A Systematic Review of Brand Transgression, Service Failure Recovery and Product Harm Crisis: Integration and Guiding Insights,” Journal of the Academy of Marketing Science, 48 (3), 519-542.

Van Vaerenbergh, Yves, Dorottya Varga, Arne De Keyser, and Chiara Orsingher (2019), “The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research,” Journal of Service Research, 22 (2), 103-119.

Van Vaerenbergh, Yves, and Chiara Orsingher (2016). “Service Recovery: An Integrative Framework and Research Agenda.” Academy of Management Perspectives, 30 (3), 328–346