This study addresses the gap in the understanding of triadic service failure and recovery (TSFR). It systematically assess the TSFR domain by analyzing research trends, identifying gaps and proposing avenues for future investigation.
This systematic literature review analyzes 72 articles published between 2000 and 2024 related to TSFR. This study used a bibliometric analysis approach to examine research trends and identify patterns in the existing literature. An “actor-context-tie” lens, complemented by a theoretical lens, was adopted to unpack the complexities of TSFR interactions and identify knowledge gaps.
The review reveals limitations in the prevalent theories applied to TSFR and highlights the increasing actor plurality within service transactions, the diversified service contexts and the emergence of increasingly networked relationships. This study delineates the structure of TSFR knowledge, observes an evolving understanding of TSFR and reveals research gaps stemming from the inadequacy of existing dyadic models in addressing triadic complexity and the limited explanatory power of existing theories within a TSFR framework.
This study provides the first comprehensive overview of TSFR, charting research trends and revealing theoretical limitations through an “actor-context-tie” lens. It offers an objective assessment of the field and proposes three future research directions, aiming to revitalize interest in TSFR research and provide a novel understanding of triadic service dynamics.
