... Natalia Araujo Pacheco is the corresponding author and can be contacted at: natalia.a.pacheco@gmail.com © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Trust Apology Service recovery Service failures Timing Promise Failures are common...

...Steven Van de Walle Purpose The purpose of this paper is to review the literature on public service failure and develop a research agenda for studying public service failure alongside private service failure. The general services management literature has devoted relatively little attention...

... acknowledges the problem and takes some responsibility (Davidow, 2003). The apology communicates concern and empathy to customers who have experienced the service failure (Blodgett et al., 1997) and has a positive effect on their responses (Boshoff and Leong, 1998 ; Conlon and Murray, 1996 ; Davidow...

... and hedonic services helps to predict and explain the different impact of tangible compensation strategies on customer satisfaction and repurchase intention in cases of service failure. Wen‐Hsien Huang can be contacted at: whh@dragon.nchu.edu.tw © Emerald Group Publishing Limited 2011...

... a service failure, after accounting for the effects of attribution. Design/methodology/approach The sample used in this paper consists of 344 subjects who, over the last six months, have experienced service failures. The data are collected via personal interviews using a structured survey. Structural...

... recovery are the integrative actions a company takes to re‐establish customer satisfaction and loyalty after a service failure (customer recovery), to ensure that failure incidents encourage learning and process improvement (process recovery) and to train and reward employees for this purpose (employee...

... at: p.patterson@unsw.edu.au © Emerald Group Publishing Limited 2008 Customers Service failures In Recently, global marketplace cultural competence in dealing with customers from a variety of cultural backgrounds has become a key competitive capability in service industries. Service encounters...

... service failure influences NSD, and to propose new frameworks for NSD that accommodate loss as a contributor to the process. After a review of applicable research, the paper deploys a loss and control model from the risk and operations management literatures in the analysis of five case studies...

... customers attribute the causes of service failure. Finally, the implications from the findings are discussed and directions for future research are provided. The effect of emotional response caused by a service failure on locus attributions remains to be further investigated. © Emerald Group Publishing...

...Clyde A. Warden; Tsung‐Chi Liu; Chi‐Tsun Huang; Chi‐Hsun Lee Consumer travel and multinational service corporations have increased the opportunity for service failures where consumers from one culture experience service problems in another cultural setting. This study extended the Stauss and Mang...