The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions
Given the hospitality and tourism industry's vulnerability to service failure, extensive
research has been conducted to examine the impacts of service failures and effective …
research has been conducted to examine the impacts of service failures and effective …
Hospitality employees' emotions in the workplace: a systematic review of recent literature
Purpose This systematic review synthesizes the recent literature (2010–2020) on hospitality
employees' emotions, affect and moods. This study has three objectives: to clarify the …
employees' emotions, affect and moods. This study has three objectives: to clarify the …
Service failure research in the hospitality and tourism industry: a synopsis of past, present and future dynamics from 2001 to 2020
Purpose When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance
behaviour among customers, and it can also be seen as a threat to the survival of the …
behaviour among customers, and it can also be seen as a threat to the survival of the …
Dealing with customer incivility: The effects of managerial support on employee psychological well-being and quality-of-life
This research examines the effects of customer incivility and manager procedural and
emotional support on employee psychological well-being (PWB) and work quality-of-life …
emotional support on employee psychological well-being (PWB) and work quality-of-life …
Which CSR message most appeals to you? The role of message framing, psychological ownership, perceived responsibility and customer altruistic values
COVID-19 has led the hospitality industry to increase focus on the role of corporate social
responsibility (CSR) messages that can increase positive brand behaviors. Thus, Study 1 …
responsibility (CSR) messages that can increase positive brand behaviors. Thus, Study 1 …
Becoming cynical and depersonalized: how incivility, co-worker support and service rules affect employee job performance
Purpose Customer incivility is commonplace across service industries. Yet, there is little that
is known about how uncivil customers affect employees. The purpose of this study is to …
is known about how uncivil customers affect employees. The purpose of this study is to …
Managing customers' undesirable responses towards hospitality service brands during service failure: The moderating role of other customer perception
This research examines how perceived service failure severity (SFS) in an interactive multi-
actor service context may lead to customer retaliation and revisit intention via sequential …
actor service context may lead to customer retaliation and revisit intention via sequential …
A social exchange perspective on boosting customer loyalty through culturally competent servers
Limited research has examined how employees' cultural competency may influence
customers experience and behaviors. Building on social exchange theory, this study …
customers experience and behaviors. Building on social exchange theory, this study …
The customer is often wrong: Investigating the influence of customer failures and apologies on frontline service employee well‐being
A well‐established research area is service failure and recovery. Nevertheless, the
considerable service failures generated by customers, or customer failures, surprisingly …
considerable service failures generated by customers, or customer failures, surprisingly …
Service failure and service recovery: A hybrid review and research agenda
TM Sahaf, AI Fazili - International Journal of Consumer Studies, 2024 - Wiley Online Library
It is an opportune time to reflect on the progress of service failure and service recovery in the
field of service marketing, specifically with a focus on perceived justice. Over the past three …
field of service marketing, specifically with a focus on perceived justice. Over the past three …