... failure Service recovery Satisfaction Service robots Replication Over the past three decades, the study of service failure and recovery has become a substantial subfield of service science (Grégoire and Mattila, 2021 ; Mir et al., 2023 ; Mirza et al., 2025). This research...

... different contexts affect satisfaction. Capturing user emotions via voice tone and speech content analysis, we show that both device type and usage context are crucial in shaping user emotions and satisfaction. Design/methodology/approach In three laboratory experiments (n1 = 97; n2...

... emerges as a dual concept, consisting of both help-seeking and help-providing behaviors. These behaviors in turn facilitate the creation of economic and relational value, as well as influencing the perceived usefulness of the online community, resulting in higher satisfaction with the community among...

...Petar Gidaković; Vesna Zabkar Purpose Longitudinal studies have shown that consumer satisfaction has increased over the last 15 years, whereas trust and loyalty have decreased during the same period. This finding contradicts the trust–value–loyalty model (TVLM), which posits that higher...

.... The findings also provide useful information on the effect of the ISCX scale on key performance variables such as satisfaction and loyalty to the store. Originality/value The ISCX scale proposed constitutes a useful multi-concept diagnostic tool for use by retailers to create fully experiential shopping...

...Kim Willems; Sara Leroi-Werelds; Gilbert Swinnen Purpose – The purpose of this paper is to profile grocery retailers in terms of seven value types based on Holbrook’s value typology; to link these value types to three key outcomes (i.e. satisfaction, repurchase intention, and word-of-mouth...

...Ulrich R. Orth; Jochen Wirtz; Amelia McKinney Purpose – Providing satisfying shopping experiences is a major goal in retail management because satisfaction guides re-patronage behavior. The purpose of this paper is to demonstrate that the visual complexity of an environment’s interior design (i.e...

... receive preferential treatment (i.e. something extra in relation to other customers). The examination is conducted in a social context that allows the customer to compare what he or she receives with what other customers receive. The main effect variables are perceived justice and customer satisfaction...

...Timothy L. Keiningham; Lerzan Aksoy; Edward C. Malthouse; Bart Lariviere; Alexander Buoye Purpose – The purpose of this paper is to propose a theoretical model for how consumers aggregate satisfaction with individual service encounters to form a summary evaluation of satisfaction, and further...

...Ko de Ruyter; Josée Bloemer In research on customer loyalty in services, satisfaction has often been mentioned as an important determinant. However, empirical evidence concerning the relationship between loyalty and satisfaction has remained equivocal. This may be even more so for services...