… of this method is the … failure, its frequency, magnitude, cause, handling and outcome were
assessed. By using this step‐by‐step questionnaire, the impact of service failures and service …

… In addition, this methodology allows researchers to study issues that are difficult to examine,
… important and needs to be examined within a service failure/complaint handling context. …

… We expect that the type and magnitude of the service failure … handling because it includes
situations in which a service … design experiment using a survey method. This approach made it …

… and to develop recovery strategies that meet customer expectations of how the companies
should handle problem situations. … A multi‐item scale method was used in which respondents: …

… ‐of‐mouth) in a service failure context that does not involve … Furthermore, we found that
service recovery satisfaction … However, using a think‐aloud method in our pre‐tests suggests …

… for firms handling two similar complaints to recover well. Conversely, when two different … ,
offering a multi-method reliability check of our analyses. The results are available on request. …

… the role of customer service employees' behaviors of handling customer complaints, or …
method variance beyond what was generated by customers' affectivity, I included a latent method …

… between service failure, complaint handling, customer satisfaction with complaint handling,
… in a simple random sampling method of obtaining a sample of 384 customers with service …

… Since this study focuses on the effect of complaint handling of real service failure on resilience,
this paper adopts positivist approach and critical incident technique-it followed a realist …

… recovery is based predominantly on the assumption that service has genuinely failed… service
failure research presumes that dissatisfaction is the foremost consequence of service failure…