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 …

Word-of-mouth in business-to-business marketing: a systematic review and future research
directions | Emerald Insight Books and journals Case studies Expert Briefings Open Access …

Purpose Drawing on justice theory, this study aims to investigate the determinants and
consequences of post-recovery satisfaction in a business-to-business (B2B) sales …

Purpose To address service failure issues, scholars have recognized several service
recovery (SR) mechanisms. However, there exist many barriers that retard an effective SR …

Purpose Contemporary scholars contend that the buyer–seller relationship is dynamic in
nature, so it grows, matures and declines over time. However, most studies that adopt the …

Purpose This paper aims to examine the relationships between locus of attribution, recovery
justice perceptions, recovery satisfaction and repurchase intention after a B2B service …

The sustainability of higher education should be supported by marketing strategies that
enhance marketing performance and attract a higher number of prospective students …

Purpose–Appropriate management of service failures involves a complex organizational
response that allows an effective internal and external recovery, learn from mistakes and …

The purpose of this article is to determine the factors influencing the complaint behavior of
service customers and suggested a model that gives a dynamic view of customer's …

Purpose This study delves into the intricate dynamics between the severity of service failures
and the justice perceptions of B2B customers, with a specific focus on their impact on …