...Nongluk Hemthong; Chutima Ruanguttamanun; Anupong Sukprasert; Yu-Nan Tai Purpose This study aims to examine the service failure recovery process, focusing on the effects of distributive, procedural and interactional justice perceptions on emotions, post-recovery satisfaction and electronic word...

...Mathieu Lajante; Nina Carolin Dohm Purpose Service failures evoke negative customer emotions, which human agents respond to through emotional labor. In turn, customers empathize with the human agent, providing a satisfying service recovery experience. However, robot agents could replace human...

...Marcus Wardley Purpose This paper aims to examine the effects of a general service recovery effort in consumers who were not victims of the service failure. Design/methodology/approach This study uses a 2 × 2 between-subjects design comparing a service failure announcement with apology...

...Carmen Padin; Göran Svensson Service recovery Critical incident Negative emotions Service failure Service provider Teleological actions Extensive research on emotions is reported in the literature (Petzer et al., 2012), and negative emotions have been explored extensively...

... to foster greater customer repurchase intention. The results are particularly valuable for managers, as they support the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases. Repurchase intention Apology Service failure...

...Haithem Zourrig; Kamel Hedhli; Jean Charles Chebat Purpose – This paper aims to investigate the cultural variability in assessing the severity of a service failure. Design/methodology/approach – Two separate studies were conducted. The first investigates differences in the perception...