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 …

Conceptualizing how customers construe online negative word‐of‐mouth (nWOM) following
failure experiences remains unsettled, leaving providers with inconclusive recovery strategy …

To help managers better balance online service failures and recovery strategies,
organisations are increasingly offering a variety of recovery programmes. Anecdotal reports …

There is growing consensus that companies' long-term success is reliant on building and
sustaining strong customer relationships. This study explores the antecedents of loyalty in …

Online shopping has become increasingly popular due to its availability and ease. As a
result, it is important for companies that sell high-end products to maintain the same …

Debates on the importance of user-generated content (UGC) and consumer brand
engagement have increasingly gained attention amongst researchers, practitioners …

Dissatisfied customers often use social media to voice their complaints effectively, and firms
strive to find solutions about how to respond to publicly visible service failure posts. We add …

Determining how notions of digital books influence digital divide and decision-making for
organisations is problematic, not least because it is an evolving concept, rooted in consumer …

The Internet has transformed social communications and social behaviours. Technology-
aided interpersonal interactions have replaced traditional 'face-to-face'affiliations. The …

The Internet environment has transformed the concepts of service failure and recovery
strategies from a dyadic customer-provider focus into a multidimensional web quality scope …