Issues

Special Issue: Service recovery and service continuity. Guest Editors: Steve Baron, Kim Harris, Dominic Elliott

The impact of perceived justice on consumers' emotional responses to service complaint experiences

Klaus Schoefer; Christine Ennew
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The impact of choice on fairness in the context of service recovery

Anna S. Mattila; David Cranage
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Typologies of e‐commerce retail failures and recovery strategies

Lukas P. Forbes; Scott W. Kelley; K. Douglas Hoffman
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Antecedents and outcomes of service recovery performance in a public health‐care environment

Nicholas J. Ashill; Janet Carruthers; Jayne Krisjanous
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Business (not) as usual: crisis management, service recovery and the vulnerability of organisations

Denis Smith
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When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining

Kate L. Reynolds; Lloyd C. Harris
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Crisis management and services marketing

Dominic Elliott; Kim Harris; Steve Baron
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Blending services and crises: a few questions and observations

Charles L. Martin
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