...Attia Abdelkader Ali; Andreia Gabriela Andrei; Felipe Ruiz-Moreno; Giovanna Bagnato Purpose This study investigates the impact of service failure severity, service recovery strategies and customers’ perceptions of recovery justice on post-recovery satisfaction, customers’ emotions and repurchase...

...Daniel Battaglia; Miriam Borchardt; Miguel Afonso Sellitto; Giancarlo Medeiros Pereira Purpose The aim of this study is to propose a method for assessing the service recovery performance of a manufacturing company with value‐added services. Service recovery performance is assessed by an index...

...Mabel Komunda; Aihie Osarenkhoe Purpose This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a commercial banking environment. Design/methodology/approach A conceptual...