Building on the properties of emerging markets, we investigate how a firm should align its
service recovery strategies with different types of service failure to reduce customer churn in …

Purpose–The keys to effective service recovery are familiar to many throughout industry and
academia. Nevertheless, overall customer satisfaction after a failure has not improved, and …

Service recovery captures the organizational actions of seeking and dealing with a failure in
service delivery. Although many studies have examined the outcomes of organizational …

This study seeks to combine components of service failure recovery and customer
relationship management. It aims to develop a model of the antecedents of successful …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

The effectiveness of service recovery initiatives has primarily been explained by exchange
theories implicitly assuming that the customer desires beneficial relationships. The present …

Previous research has found that interactional justice and distributive justice are critical
factors influencing customer satisfaction after a service recovery. In addition, previous …

Purpose–Based 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 …

Service recovery, or “doing things very right the second time” has been identified as a
strategic issue in the services marketing and management literature. So far, much of the …

This editorial addresses the age-old service problem, where B2B customers fail to realize
value and become dissatisfied, which leads to churn and reduced profitability of the vendor …