… 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 …

… , there are still frequent failures in the performance of service robots. This … service robots
in such cases of service failures compared to when humans provide the same service failures. …

… A scenario-based approach was used due to its benefits over a recall-based method for
studying service failure and recovery. For example, asking participants to recall past …

… To handle partial failures, the failover mechanism may not be ideal since it … service
degradation issue in addition to service availability. We propose a solution that consists of a method …

… service firms: (i) consumers are more dissatisfied due to lack of warmth following a process
failure … not nonhumanoids) can recover a service failure by themselves via sincere apology, …

Research studies on brand transgression (BT), service failure and recovery (SFR), and
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …

… Using resource exchange theory and a multi-method approach, we show that the … Another
manager from the BFSI sector stated, “Service failures are there and we try to handle them with …

… online service failure and … service failure during a crisis we asked 70 millennials from three
European Countries—Italy, France, and the UK—to describe their responses to service failure …

Full article: When does technology anthropomorphism help alleviate customer dissatisfaction
after a service failure? – The moderating role of consumer technology self-efficacy and …

… It is mentioned in different situations that it is important to give more lights on how service
failure recovery affect customer satisfaction and delight. Duffy et al. (2006) provide an initial …