A bibliometric investigation of service failure literature and a research agenda
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 …
assesses the knowledge construction of this region of exploration to date …
Service failure and recovery in B2B markets–a morphological analysis
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 …
business-to-consumer markets, with relatively limited and scattered research on business-to …
How the emoji use in apology messages influences customers' responses in online service recoveries: The moderating role of communication style
This research investigates the impact of using emojis (ie, the pleading-face emoji) on
customer forgiveness in relation to handling complaints on social media. Specifically, this …
customer forgiveness in relation to handling complaints on social media. Specifically, this …
The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Using a mixed-methods approach, the current research examines online incivility in relation
to service recovery on social media. First, findings from a netnographic investigation suggest …
to service recovery on social media. First, findings from a netnographic investigation suggest …
The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms
The role of fellow customers in webcare remains underexplored in the literature. To address
this gap, the current study examines how observers perceive and react to a retailer's …
this gap, the current study examines how observers perceive and react to a retailer's …
Timeliness, transparency, and trust: A framework for managing online customer complaints
This article discusses several practical solutions for dealing with online customer
complaints. Online complaints are inevitable; how a firm responds can make the difference …
complaints. Online complaints are inevitable; how a firm responds can make the difference …
The effects of online negative word‐of‐mouth on dissatisfied customers: A frustration–aggression perspective
Conceptualizing how customers construe online negative word‐of‐mouth (nWOM) following
failure experiences remains unsettled, leaving providers with inconclusive recovery strategy …
failure experiences remains unsettled, leaving providers with inconclusive recovery strategy …
[HTML][HTML] Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust
D Istanbulluoglu, E Sakman - European Management Journal, 2022 - Elsevier
This study investigates the relationships between company responses to social media
complaints and consumers' repurchase intentions. An online survey collected data from 325 …
complaints and consumers' repurchase intentions. An online survey collected data from 325 …
Social media crisis communication in racially charged crises: Exploring the effects of social media and image restoration strategies
A Triantafillidou, P Yannas - Computers in human behavior, 2020 - Elsevier
Using a 3× 4 between-subjects experiment, the present study delineates the effects of social
media platforms (Facebook, Twitter, and Instagram) and image restoration strategies (denial …
media platforms (Facebook, Twitter, and Instagram) and image restoration strategies (denial …