... evaluation of a recovery strategy for a group service failure. Experiment 2 investigated the complementary role of social recovery on economic compensation. Findings – Experiment 1 identified a significant interaction effect. Results suggest that an individual in a group service failure responds more...

...María Leticia Santos‐Vijande; Ana María Díaz‐Martín; Leticia Suárez‐Álvarez; Ana Belén del Río‐Lanza Purpose Appropriate management of service failures involves a complex organizational response that allows an effective internal and external recovery, learn from mistakes and introduce future...

... prices and good customer service. In spite of anecdotal evidence of the high level of service complaints in the press, these businesses are expanding rapidly by growing the market and by taking share from traditional suppliers. Service failure recovery and complaint management are two areas which...

.... A major limitation was that scenarios cannot induce the same intensity of thought and emotion that real situations do. Originality/value Despite extensive literature in service failure and recovery, this is perhaps the first study to rigorously examine and seek to explain a buyer's response...