Online service failure: antecedents, moderators and consequences | Emerald Insight Books
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This study investigated the relationships between complaint handling, customer experience,
and customer engagement, as well as the moderating effect of customer trust prior to a …

How corporate decision-makers allocate resources to address the major issues of service
recovery is critical. This article, from the perspective of operations management, integrates …

The adverse impact of unprecedented natural disasters on certain service operations is
inevitable, particularly in cases of massive disruptions. Managing these services during …

This study deals with airlines' handling of customer complaints pre-and post-Covid 19.
Authors extracted airlines' responses regarding redress, timeliness, apology, credibility …

The strategy of maintaining customer satisfaction after product withdrawal is a major concern
for companies in the competitive business era. This research aims to investigate how …

The impact of service disruptions to critical utility services due to natural disasters is evident
during delays in emergency responses and humanitarian relief, especially for urban …

Brand evangelism is essential to the profitability of e-shops, but the effects of failure
attribution and recovery justice in encouraging brand evangelism in the online service …

Purpose This article delves into a theoretical framework evaluating the outcomes of justice
perception (JP) on post-complaint behaviors. In addition, this article intends to facilitate …

Purpose There is considerable interest in the value of user-generated content (UGC) and its
antecedents. Despite its growing importance, existing studies have largely ignored the …