… to service failure by gaining a more detailed understanding of what drives a customer to
remain or exit after they have encountered a service failure with their service … different groups of …

… service failure and develop a research agenda for studying public service failure alongside
private service failure. … Are some groups more likely to be compensated for service failure? …

… is to examine how service failure affects customers’ negative response and how service
recovery … Besides, participants in the communal group experienced stronger feelings of betrayal …

… of the main findings are presented, identifying the three types of opera relationship‐based
customers found, and each group is discussed in terms of their reaction to service failure. …

… Therefore, future research is needed to generalize the findings of this study and extend
the discussion to other customer groups, service failure scenarios, and product categories. …

… To the extent that marketing managers can frame the cause of the service failure in their
post‐failure communications, recovery satisfaction may be increased leading, in turn, to more …

… However, when perceived harm was added to the model, there was no significant difference
in satisfaction scores between the no service failure group and the group that experienced a …

… real‐life service failures (eg slow service or wrong order) are common in this industry (Hoffman
et al., 1995). The differences between the experimental groups were examined using …

… service failures and, to our knowledge, this is the first study to examine how attribution for
service failure affects expected service failure … in developing service failure recovery strategies. …

… In order to obtain more accurate information regarding service failures … service failures were
generally higher for the field group than the scenario group, except for interpersonal failures. …