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

Research on complaint management has been substantially growing over the last few years.
Firms have started to realize the importance of complaint management as defensive …

This article develops a holistic framework of destination image formation capturing the
dynamic nature of the image and incorporating information sources and socio‐cultural …

With a paradigm shift to relationship marketing, how to build high-quality relationships
between customers and firms has become a key for companies, particularly hospitality …

This study investigates customers' direct and indirect reactions to different levels of service
recovery efforts using a proposed model incorporating perceived justice and emotions. This …

This research investigates how potential customers evaluate a company response to
negative online reviews. Integrating the literature on perceived justice in service recovery …

Organizational justice is an important determinant of workplace attitudes, decisions, and
behaviors. However, understanding workplace fairness requires not only examining what …

This study compares the profile of service failure in single-failure and double-deviation
situations differentiates the complaint motives in both. It content-analyzed online customer …

This research explores why customers who experience service failure are willing to
complain directly to service providers but unlikely to switch to other service providers. We …

Objective: This study uses Structural Equation Modelling to determine factors influencing
complaint intention and the relationship between complaint intention and word of mouth …