...Sarah (Sa’arah) Alhouti; Kristina K. Lindsey Hall Purpose This research aims to explore the effects of choosing prosocial service recovery on recovery outcomes and consumer choices. It argues that consumers who choose prosocial over tangible recovery will exhibit stronger repurchase intentions...

...Mathieu Lajante; Dewi Tojib Purpose This study aims to address three significant research gaps by examining how customers’ negative emotions (anger and anxiety) impact frontline employees’ (FLEs) empathy, emotional labor, empathic concern and prosocial service behaviors during service recovery...

...Gizem Atav; Subimal Chatterjee; Basak Kuru Purpose This paper aims to explore how authentic corporate social responsibility (CSR) activities can serve as a proactive service recovery tool and shield service providers from the negative consequences of service failures. Specifically, the authors...

...Cid Gonçalves Filho; Kip Kiefer; Marc Fetscherin; Alexander Blandina; Marcelo Nacif Rocha; Plínio Rafael Reis Monteiro Purpose This paper aims to explore how brand relationship quality (BRQ) influences consumers’ perceived sense of justice in the context of service recovery situations. Design...

... undetected; however, they have negative consequences for firms. This study underscores the need to train frontline employees to notice these unexpressed emotions so that service recoveries can be initiated. Originality/value This paper contributes to the area of dysfunctional customer behaviour...

...Beatriz Moliner-Velázquez; María-Eugenia Ruiz-Molina; Teresa Fayos-Gardó Purpose – The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth...

... experiments were conducted involving a product experience scenario and a service recovery encounter. Findings – Study results demonstrate that experience valence moderates the impact of identity on customer satisfaction. Specifically, we find that identity improves satisfaction with a positive (but does...