Purpose: this paper explores the contingencies and characteristics of service recovery system
(SRS) design.
Design/methodology/approach: informed by extensive case study data from two large
Italian retail banks, our theory-building study builds on the seven design characteristics
proposed by Smith et al. (2009). Nineteen sub-dimensions are identified that provide a finergrain
view of the SRS at the operational level. The design characteristics and the
corresponding sub-dimensions comprise the SRS design framework. These sub-dimensions
are then analysed across the two cases. Specific attention is given to sub-dimensions that are
contingent upon service recovery strategy.
Findings: the findings suggest that the extended set of SRS sub-dimensions (providing
greater specificity) contributes to identifying commonality and difference between SRS
configurations. This specificity facilitates the identification of two sets of SRS design
characteristics (S-Type; C-Type) that correspond with SR strategy. Two propositions have
been formulated with respect to this SR strategy – SRS contingency. An additional set of subdimensions,
common to both cases, is explained by conformance to regulatory control.
Originality/value: the paper provides novel theoretical insights into SRS design. The
increased specificity of the SRS framework and the sets of sub-dimensions contingent on SR
strategy extend current theory in OM. This provides opportunities for both practicing
managers and for future theoretical development
