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 …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

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 …

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 …

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 …

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 …

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 …