..., procedural and interactional) within service recovery. Also, this study demonstrated the opposing effects of the brand relationship sub-dimensions trust and intimacy on perceptions of justice. Consumer brand relationship Brand relationship Justice theory Service failures Service recovery Automotive...

...Jiangang Du; Xiucheng Fan; Tianjun Feng Purpose The concept of face has been deeply embedded in Chinese culture. This paper aims to examine the role of face in service failure and recovery encounters, and to explore the factors that influence customer emotions, recovery satisfaction and behavioral...