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 …

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 …

This study tests the argument that human resource management in hotels enhances service-
recovery performance and job satisfaction through empowering front-line employees to …

Purpose–The purpose of this paper is to propose and test a model to better understand
brand equity. It seeks to investigate the effects of this construct on consumers' responses …

The extent of the widely demonstrated babyface effect in other disciplines remains
understudied in hospitality-based service failure situations. By addressing this research gap …

This study examines the impact of psychological contract violation (PCV) on customer
intention to reuse online retailer websites via the mediating mechanisms of trust and …

Purpose This study investigates the moderating role of complaint handling between
ideological incompatibility, symbolic incongruity, negative past experience and corporate …

Our study examines how a company's engagement in corporate social responsibility (CSR)
influences word of mouth (WOM) about the company on Twitter, particularly during a service …

A signaling theory approach to relationship recovery | Emerald Insight Books and journals Case
studies Expert Briefings Open Access Publish with us Advanced search A signaling theory …

Although anger elicited in service failures harms providers, little is known about the ways
customers deal with anger. Building upon stress-and-coping theory, we propose a …