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PurposeBased on a review of the literature, this paper sets out to suggest that an organisation's service recovery procedures lead to three distinct outcomes; customer, process, and employee recoveries. The objective of the paper is to investigate the impact of service recovery procedures (i.e. the way service recovery is managed and executed) on these three outcomes and their relative impact on an organisation's financial performance.Design/methodology/approachA model, linking recovery procedures to the outcomes of recovery and financial performance, is tested using empirical data from a detailed survey of 60 organisations in the UK.FindingsIt would appear that many organisations and academic researchers have focused their efforts on customer recovery and have, to some extent, ignored the potentially higher impact outcomes of process and employee recovery. The main finding was that service recovery procedures have a greater impact on employees and process improvement than on customers. Furthermore, while many organisations appear to be concerned with service recovery few seem to be good at it or gaining the benefits of recovered customers, improved processes or recovered employees.Research limitations/implicationsThis paper tries to encourage wider research into the impact of service recovery. The main limitations were sample size and selection.Practical implicationsIt challenges the way some organisations have focused their recovery procedures on satisfying or delighting customers and suggests that by doing so they are missing out on substantial benefits. It also suggests that many organisations have a long way to go to develop their recovery procedures.Originality/valueThis work proposes three outcomes of service recovery and finds that the impact of process and employee recoveries may be more significant than customer recovery.

We introduce the new meaning of recovery and reflect on its potential to develop current thinking and practice in mental health with adults, and look at its implications for service providers and service users. We analyse the relevance of this concept to the context of the UK government's policy to move disabled people, including mental health service users, from 'welfare to work'. The social and economic climate that drives this policy agenda and the implications for society of the focus on employment are outlined, as we reflect on the role of work in supporting or hindering the recovery process and identity re-formation, in part through the experience of the first author. We conclude by suggesting how practice can enable a process of returning to ordinary living, including employment, that supports recovery through a process of shared responsibilities.

EU-Aufbauplan ´NextGenerationEU´.

People who have experienced eating disorders are making sense of and managing their own health and recoveries, in part by engaging with digital technologies. We analyzed 1056 images related to eating disorder recovery posted to Instagram using the hashtags #EDRecovery, #EatingDisorderRecovery, #AnorexiaRecovery, #BulimiaRecovery and #RecoveryWarrior to explore user performances of eating disorder recovery. We situated our analysis in a critical Deleuzian feminist frame, seeking to understand better how users represented, negotiated, or contested dominant constructions of "how to be recovered". We identified a number of themes: A Feast for the Eyes, Bodies of Proof, Quotable, and (Im)Perfection. Within each of these themes, we observed links to social location, including the White, Western, middle-to-upper-class trappings that tether representations of eating disorder recovery to stereotypes about who gets eating disorders and may restrict access to the category of recovered. Documenting recovery online may be a way for those in recovery to chart progress and interact with similar others. However, recoveries presented on Instagram resemble stereotypical perspectives on who gets eating disorders and, thus, who might recover, subtly reinforcing a dominant recovery biopedagogy. These versions of recovery may not be available to all, limiting the possibility of engagement for people enacting and embodying diverse recoveries. Still, users make representational interventions into Instagram by making the struggles and challenges of eating disorder recovery visible to each other and to broader audiences.

In recent years the concept of the 'recovery community' has gained considerable momentum in both the academic literature, as well as government policy. Despite this, there remains a lack of understanding of the recovery community. This is a theoretical paper designed to provide our conceptualisation of the recovery community. Drawing on Anderson's 'imagined communities', and MacMillan and Chavis' 'sense of community', we propose that the recovery community can be perceived as 'imagined'. A key component of our conceptualisation is language, and the power it has to unlock, and shape, the cultural beliefs of people in recovery from substance dependency, regardless of their location. The implications of this paper are that it further sparks debate into how we perceive people in recovery, as well as providing a platform that will continue to fuel the enthusiasm already behind the recovery community.

"Now in its third edition, Disaster Recovery continues to serve as the most comprehensive book of its kind and will span the core areas that recovery managers and voluntary organizations must tackle after a disaster. It remains the go-to textbook for how to address and work through housing, donations, volunteer management, environmental recovery, historic and cultural resources, psychological needs, infrastructure and lifelines, economic recovery, public sector recovery, and much more. Special features include instructor's manual, PowerPoints, a free consultation with the authors upon adoption of the text; updated discussion questions; references and recommended readings; and updated resources for each chapter. New to the 3rd Edition A new co-author, Jenny Mincin, a recognized expert in international disaster recovery with direct field experience in emergency management, disaster recovery, and humanitarian relief to this text. New case examples from recent disasters and humanitarian crises will provide updated content and offer familiar events to readers (e.g., Hurricane María, the COVID-19 pandemic, active attackers). Increased visibility to the highest risk populations facing disaster recovery including refugees, immigrants, and asylees. New chapter on case management, which will be of particular interest to faculty in human services degree programs. Climate change as a hazard that requires adjustment before a disaster and during recovery. A broadened consideration of recovery needs including refugees and asylees fleeing both conflict and consensus disasters. This is an invaluable textbook in the field of recovery preparedness and execution"--