The purpose of this study was to gain a deeper understanding of the determinants and
outcomes of service recovery and the utility of Rawls'(1971) justice theory with respect to …

The book is related to the handling of product and service failures in business-to-business
markets. The concept of “recovery management” embraces all activities of seller firms to …

The business landscape has shifted from simply delivering quality products and services to
creating shared value. It does this by fulfilling consumers' deeper needs and meeting their …

The aim of this study is to find out the relationship between the company image, company
trust, consumer value and consumer innovativeness behavior. It focuses on how the …

La demande de médiation, dans laquelle une tierce personne neutre offre des conseils pour
résoudre un conflit entre un client et une entreprise, continue d'augmenter régulièrement en …

Companies have a moral responsibility to treat customers fairly. One way for companies to
do so is to allow their employees to exercise reasonableness in their interactions with …

To understand the impact of competition on organizational service reliability decisions, this
study investigates whether firms in the airline industry consider competitors' actions when …

Much of the current service failure and recovery literature centres on reactive, post hoc
measures that managers can take to address service failure. More importantly, much of the …

An Investigation of the Role of Customer Engagement in Strengthening Service Brand
Loyalty Page 1 An Investigation of the Role of Customer Engagement in Strengthening …

Purpose: The purpose of this conceptual paper is to further discuss the importance of service
innovation stimulus (leadership, people management, knowledge management and …