Full article: Emotions in service research: evolutionary analysis and empirical review Skip to Main
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Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

Purpose This research conceptualizes service recovery process (SRPs) within pre-recovery,
recovery and post-recovery. This study aims to provide a summary of factors and strategies …

Purpose The purpose of this paper is twofold: first, to determine the role of emotions in
customer evaluation of service failures; and second, to examine how customers' emotion …

This study aims to evaluate the effect of customer forgiveness on perceived brand betrayal
and the outcomes of brand hate in the restaurant industry. The mediating role of perceived …

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–The purpose of this paper is, first, to analyze the direct effects of the relationship
chain “causal attributions and recovery efforts→ satisfaction with service recovery→ …

Chatbots as prominent form of conversational agents are increasingly implemented as a
user interface for digital customer-firm interactions on digital platforms and electronic …

Purpose–The purpose of this paper is to develop and validate measurement scales for
consumer delight and outrage. Design/methodology/approach–The paper used both …

Purpose–The purpose of this paper is to propose and empirically test a customer retention
contingency model in service failure settings. Specifically, this research investigates how …