... (whether the cause is enduring) and controllability (whether the cause is within an individual’s volition). We apply attribution theory because service recovery studies indicate that causal attributions interact with recovery strategies (Grewal et al., 2008), and guide customer perceptions...

... from increasing recovery effort when service robots are involved. Design/methodology/approach Drawing on the theory of mind perception, the study employed field and online experiments to examine the effects of robotic service recovery strategies on customer forgiveness and satisfaction. This mixed...

...Amin Nazifi; Samantha Murdy; Hesam Olya Purpose This study aims to critically review proactivity in service recovery in the hospitality and tourism industry. The research identifies three unexplored areas of research: proactive recovery pathways (antecedents, mechanisms and consequences...

... emerged, with a particular emphasis on information asymmetry. Seven service recovery strategies were categorized under justice theory’s four dimensions. The airline predominantly used informational justice strategies, such as providing explanation. Tensions in collaboration between airlines and OTAs were...

... observers’ perceptions of employees can reshape service evaluations and influence restorative approaches. Service recovery efforts should extend beyond directly affected customers to include those who witnessed the incident. Originality/value To the best of the authors’ knowledge, this is the first...

...Lindsey Lee; Heyao Yu; Phillip M. Jolly The results provide insight into how stereotypical warmth perceptions of employees who are Asian may affect the demands they face when engaging in service recovery, and how these increased demands may reduce the quality of their work experiences...

... the accommodation. Research limitations/implications This study contributes to the literature on accommodation experiences, loyalty, word-of-mouth and service recovery. Future research can explore the interventions that trigger Chinese customers’ perceived yuanfen during accommodation. Practical implications...

... major hospitality and tourism journals over a 20-year span. Findings The research on service recovery strategies, recovery efforts, pre- and post-failure and post-recovery in the service encounter and the impacts of justice on post-recovery and post-complaint behaviour are identified as the major...

... refers to a form of recovery conducted jointly by the service staff and the customer (Dong et al., 2008). While traditional service recovery studies have suggested that a sincere apology and enough human interaction between an employee and customer can enhance customers’ perceptions...

... that reveals the positive effects of emotional venting motivation and altruism motivation on posting negative customer online reviews. Economic motivation and self-enhancement motivation were not significantly connected to negative OCRs behaviors. Service recovery strategies can moderate the relationship...

...Makarand Amrish Mody; Lu Lu; Lydia Hanks The findings emphasize the company’s role in service recovery in the homesharing context. Managers of homesharing platforms need to establish customer service infrastructure that minimizes the amount of time-related, procedural and cognitive effort...

...-way interaction effect of compensation and stealing thunder on loyalty; and a three-way interaction effect on loyalty. Additionally, trust mediated the relationship between service recovery attributes (stealing thunder, apology and compensation) and customer loyalty. Originality/value This study...

... was shown to be more effective in reducing customer defection from hotels with lower star ratings than from hotels with higher star ratings. This study provides a reference by which hotels can match their service recovery mechanism to their star rating to retain customers and increase customer...

... subgroups (21-24 years old vs 25-35 years old) to engage in eWOM about their satisfactory or poor service experiences. In satisfactory recovery experiences, family influence showed no significant influence on Generation Y’s eWOM behaviors. Service recovery Generation Y eWOM Social media Service...

...). The type of service failure and the subsequent recovery efforts significantly affect whether negative service experiences are memorable. Specifically, individuals showed a higher likelihood of vividly recalling a core service failure than an interactional one. Moreover, service recoveries were found...

...), one cognitive (knowledge as a result of prior experience) and one socio-demographic (gender, important because of the differences between male and female consumer behaviour). Originality/value – This study proposes using the social cognitive theory in a service recovery process within...

... be contacted at: padin@uvigo.es © Emerald Group Publishing Limited 2015 Service recovery Critical incidents Service provider Services Airline Negative emotions Teleological Service receiver Transformative Airport Many service contexts are characterized by a high level...

... of this research can provide practitioners with guidelines in regards to service recovery tactics, as well as insights into how customers respond to critical incidents across different cultures. Originality/value – This study adds to the existing literature by investigating empirically critical incident...

... recovery context. Design/methodology/approach Structural equation modeling (SEM) was adopted to test the conceptual model, using a sample of nearly 600 delayed airline passengers. Findings Perceived justice and consumption emotions are important elements affecting customers' evaluation of service...

...Taegoo (Terry) Kim; Joanne Jung‐Eun Yoo; Gyehee Lee Purpose The purpose of this study is to develop and test an integrative model that explores the structural relationships among perceived justice, service recovery satisfaction, post‐recovery customer relationships, and post‐recovery customer...