… service failure and recovery by integrating previous research in a comprehensive model. ATC
is proposed and tested as a moderator … of service failure investigating ATC as a moderator …

… impact of service failures on … moderating role of affective commitment on post‐failure
attitudes and loyalty intentions under two service failure conditions: a successful and poor service …

… service failure on emotions and satisfaction, this study tests the moderating role of service
failure severity on the relationship between emotions that arise following service failure and …

… This paper investigates a moderating role of intimacy in two service failure types (outcome
and process failure), considering two consumer responses: buffering and betrayal effect. …

… engagement in the service failure and recovery contexts, … service failures. Furthermore,
this study is one of the first to explore the moderating role of customer trust in service failure and …

… the moderation analysis, we generated several interaction terms (eg explanation × service
failure severity and investigation x service failure … the moderating impacts of service failure …

… In this paper, the moderating role of … -service machine failure. More specifically, it is argued
that an interdependent self-construal will cue relational perceptions, and therefore, moderate …

… While this study analyses the moderated-mediation of service failure severity–
dissatisfaction-brand hate-brand retaliation relationships by the OCP dimensions, it is not possible to …

… services and service failure. First, the study examines the roles of two dimensions of failure
… in service failure encounters. Although previous studies have examined the relationships of …

… To test the moderating effects of service failure and customization, we mean-centered the …
, indicating the existence of moderating effects. Service failure did not moderate the effect of …