Purpose Coronavirus disease 2019 (COVID-19) has created a challenging, yet
opportunistic, environment in which to conduct transformative service research (TSR) and …

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 …

Purpose Dyadic interactions between customers and service providers rarely occur in
isolation. Still, there is a lack of systematic knowledge about the roles that different types of …

Service failure and recovery (SFR) is a well-established area of research that has made
considerable progress over the past 30 years. In this study, we used a combination of text …

Increasing consumer engagement is a cornerstone of companies' social media efforts.
However, how social media brand engagement behavior affects brand performance remains …

While previous studies have demonstrated that organizational pride (OP) enhances frontline
employees' customer-oriented behavior (COB), they have neglected to address the …

Purpose Previous research suggests that the compensation offered to customers after a
service failure has to be substantial to make customer satisfaction surpass that of an error …

Purpose This paper aims to explore the effectiveness of customer inoculation strategies in
the context of AI service failures in the hospitality and tourism industries. Furthermore, it …

This study aims to examine the impact of service recovery in building customer loyalty
through the mediating role of customer satisfaction and corporate image. This study also …

How corporate decision-makers allocate resources to address the major issues of service
recovery is critical. This article, from the perspective of operations management, integrates …