Purpose This paper aims to study the citations made in service failure literature and
assesses the knowledge construction of this region of exploration to date …

This research examines the impact of the misbehavior acts on social media (ie, online other
customer misbehavior) on the online brand community engagement of consumers …

As artificial intelligent technologies have been increasingly applied in tourism and hospitality
industry, the service failure caused by artificial intelligence assistant and how to recover …

Abstract Service robots are on the rise. Technological advances in engineering, artificial
intelligence, and machine learning enable robots to take over tasks traditionally carried out …

This study investigates the efficacy of three corporate social responsibility (CSR) initiatives—
sponsorship, cause-related marketing (CRM), and philanthropy—on consumer–company …

Purpose–The purpose of this study is to investigate hospital service quality and its effect on
patient satisfaction and behavioural intention. Design/methodology/approach–A …

Word-of-mouth has been recognized as a dominant factor in shaping consumer behavior.
However, what drives consumers to post their positive and negative purchasing experiences …

Purpose–This research aims to examine the consequences of customer justice perception
and the role of customer affection in the context of service failure and recovery …

When they experience service failures, customers look for causes. They seek to understand
whether the service firm could have prevented the failure (controllability attribution) and …

Purpose–This paper aims to contribute to a growing body of service recovery knowledge by
examining the relationship between service recovery, consumer satisfaction and loyalty in a …