...Swapan Deep Arora Purpose While service failures and recoveries (SFR) constitute a well-explored research domain, such negative consumption experiences have been understudied in the luxury context. The current study undertakes a systematic review to capture current knowledge and stimulate research...

... of the consumer mindset, allowing marketers and businesses to tailor their strategies for addressing service failures and customer dissatisfaction more effectively. Refer to Figure 1 for the proposed model of this research. Figure 1 The relationship between the valence of service experience and negative...