The existing body of research on service failures and recoveries primarily deals with
business-to-consumer markets, with relatively limited and scattered research on business-to …

Artificial intelligence (AI) service failures are inevitable in hospitality companies; thus, how AI
service recovery retains customers is an issue that cannot be ignored. This article focuses …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

Online innovation communities are often seen as a rich source of innovation that offers
added value to its members. However, innovation in collaboration with communities may …

An analysis of three types of responses to negative hotel reviews finds that the response
generally should follow the same principles as answering a customer complaint in person …

Because co-creation allows customers to help shape or personalize the content of their
experience, it can affect customer satisfaction with recovery efforts, as well as offer a more …

Given that e-tailing service failure is inevitable, a better understanding of how service failure
and recovery affect customer loyalty represents an important topic for academics and …

Pressure continues to build on the operations management function to facilitate system and
firm level benefits. In the online marketplace, one area of growing interest is that of product …

We have designed this book to support courses in consumer behaviour at Master's level. It is
also suited to more advanced teaching at first-degree level. Our intended audience is those …

Purpose Various models and scales exist in the literature to measure retail bank service
quality without any attempt at integrating them and the moderators have often been under …