...Akuthota Sankar Rao; Damodar Suar Purpose This study aims to synthesize the extant service recovery literature using a meta-analytic approach and proposes a comprehensive stimulus–organism–response (S–O–R) framework to examine the relationships among key service recovery constructs. In addition...

...Kelvin Rufaro Major; Carinda Christien Williams Purpose This paper aims to address the lack of industry-specific service recovery frameworks for internet service providers (ISPs) in South Africa by identifying essential service recovery attributes and evaluating the impact thereof on customer...

...Mehdi Fazel Dehkordi; Arash Khalili Nasr Purpose This study aims to examine the impact of service failure stability perceptions on customers’ value cocreation intentions in two-sided e-retail platforms, alongside the roles of service recovery justice dimensions and e-service quality...

...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...

...Ajay Jose; Sonia Mathew; Rejikumar G.; Dony Peter Chacko; Ajith K. Thomas Purpose The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service...

... administration problems can emerge from a state of openness, reflectivity, and awareness” (Issel, 2007). Using perceived provider professionalism and service recovery as indicators of organizational mindfulness from the patient’s perspective, we study their direct impact on patient satisfaction and the mediating...

... for future quantitative research are proposed. Practical implications Based on the findings, the authors suggest specific directions related to managerial policy and organizational practices related to training and employee empowerment and service recovery routines. Originality/value The study...

...Shu-Mei Tseng Purpose The purpose of this study is to examine the impact of the relationship quality on customer loyalty. The moderating role played by online service recovery in this study is further discussed. Design/methodology/approach A quantitative Web-based survey study was conducted...

...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...