Management style and decision-making create an organization's culture and influence its
performance also in the pro-ecological dimension. Therefore, this paper's originality lies in …

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

Hospitality employees make errors given the characteristics of the service product. The way
employees handle errors is largely determined by the training they receive. This research …

Purpose Video game streaming (VGS) is emerging as an extremely popular, highly
interactive, inordinately subscribed and very dynamic form of digital media. Incorporated …

As online shopping is growing, the probability of service failure is increasing, too. Therefore,
online retailers need to employ particular recovery strategies in online setting. Online …

Grocery retailers aim to satisfy customers, and because grocery shopping trips are
frequently recurring, they must do so continuously. Surprisingly, little research has …

This study examines effects of different compensation types on satisfaction with the service
recovery in different failure severity and responsibility conditions. We additionally integrate …

Purpose–The purpose of this study is to determine how a failure in the treatment received by
consumers influences their intention to revisit a hotel, to recommend a hotel or to complain …

This research examines how age moderates the impact of justice perception (ie, distributive,
procedural, and interactional justice) on post-complaint satisfaction. By tracking the three …

In this study, the authors focus on service recovery processes and identify a set of key factors
that drive satisfaction with the recovery process, which ultimately leads to customer loyalty …