… As such, CIT is a useful method for providing rich data for other customer-generated …
company did not handle the service failure appropriately or did nothing to handle it. For example, …

… media, forums and blogs; and the handling of service failures starts from there. In line with
… limited to hospitality and tourism journals alone, as explained in the methodology section. …

… service failure and service recovery literature focus on the analysis of customers’ reactions
after service failure … This study used partial least squares (PLS) method to estimate the path …

… integrative model of customer forgiveness in the wake of service failures. … service failure
models and articulate an integrative model of customer forgiveness in the wake of service failures…

… 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 …

… Results demonstrates that there was a significant effect of complaint handling method on
satisfaction with complaint handling at the p<0.05 level for the four conditions [F(3, 871)=3.547, …

… a service recovery framework, providing new perspectives on the role of two discrete, positive
emotions – gratitude and pride – in process-oriented service failure and service recovery …

… This moderated mediation in turn depends on whether the service provider or the … future
service failure research because we show that failure context critically influences service failure …

… Thus, the findings provide important implications for avoiding and handling the failures that
… using the critical incident technique (CIT) method, which asks respondents to freely recount …