...Ashwin J. Baliga; Vaibhav Chawla; Vijaya Sunder M.; Rajesh Kumar Purpose To address service failure issues, scholars have recognized several service recovery (SR) mechanisms. However, there exist many barriers that retard an effective SR process, and those often lead to negative consequences...

... by highlighting the ways in which the antecedents of the service recovery paradox differ between B2B and consumer markets. This research draws upon findings on the SRP in the consumer setting and service failure literature in business to consumer and B2B contexts. For the analysis, interview data were...