Y Van Vaerenbergh, D Varga… - Journal of Service …, 2019 - journals.sagepub.com
Service failures represent temporary or permanent interruptions of the customer's regular service experience. Although the literature identifies an extensive set of organizational …
TM Sahaf, AI Fazili - International Journal of Consumer Studies, 2024 - Wiley Online Library
It is an opportune time to reflect on the progress of service failure and service recovery in the field of service marketing, specifically with a focus on perceived justice. Over the past three …
The objective of this research was to examine airline passengers' service recovery assessments. In addition, the impact of loyalty was examined with relation to postrecovery …
S La, B Choi - Journal of Services Marketing, 2019 - emerald.com
Purpose The purpose of this paper is to examine the relationships between perceived justice and perceived corporate social responsibility (CSR) and the impact of perceived …
Z Riaz, MI Khan - Asia Pacific Journal of Marketing and Logistics, 2016 - emerald.com
Purpose–The purpose of this paper is to examine the asymmetric impact of service failure severity and agreeableness on consumer switchover intention with the mediating role of …
NYM Siu, TJF Zhang, HY Kwan - International journal of hospitality …, 2014 - Elsevier
A conceptual model is proposed to account for how customers' attributions of the cause of a service failure, their perceptions of a firm's social responsibility and their prior expectations …
Restaurants often struggle with their approach to respond to service failure online. In this scenario-based experiment, the researchers study the effectiveness of management …
Purpose This study aims to explore the service recovery paradox (SRP) in business to business (B2B) relationships. Previously, this phenomenon has been identified in consumer …
DH Zhu, YP Chang - Journal of business ethics, 2013 - Springer
The unethical behavior of a business founder often leads to negative publicity which substantially affects positive corporate image. The amount of negative publicity relating to …