TY - JFULL AU - Jun Luo and Weiguo Zhang. and Dabin Qin PY - 2010/7/ TI - The Service Failure and Recovery in the Information Technology Services T2 - International Journal of Economics and Management Engineering SP - 1029 EP - 1034 VL - 4 SN - 1307-6892 UR - https://publications.waset.org/pdf/12733 PU - World Academy of Science, Engineering and Technology NX - Open Science Index 42, 2010 N2 - It is important to retain customer satisfaction in information technology services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies cannot avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for companies. In this paper, the literature and the problems in the information technology services were reviewed. An integrated model of profit driven for the service failure and service recovery was established in view of the benefit of customer and enterprise. Moreover, the interaction between service failure and service recovery strategy was studied, the result of which verified the matching principles of the service recovery strategy and the type of service failure. In addition, the relationship between the cost of service recovery and customer-s cumulative value of service after recovery was analyzed with the model. The result attributes to managers in deciding on appropriate resource allocations for recovery strategies. ER -