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Journal Articles

Crisis management and services marketing

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Dominic Elliott, Kim Harris, Steve Baron
Journal: Journal of Services Marketing
Journal of Services Marketing (2005) 19 (5): 336–345.
https://doi.org/10.1108/08876040510609943
Published: 01 August 2005
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Journal Articles

The impact of choice on fairness in the context of service recovery

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Anna S. Mattila, David Cranage
Journal: Journal of Services Marketing
Journal of Services Marketing (2005) 19 (5): 271–279.
https://doi.org/10.1108/08876040510609899
Published: 01 August 2005
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Journal Articles

Business (not) as usual: crisis management, service recovery and the vulnerability of organisations

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Denis Smith
Journal: Journal of Services Marketing
Journal of Services Marketing (2005) 19 (5): 309–320.
https://doi.org/10.1108/08876040510609925
Published: 01 August 2005
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Journal Articles

Typologies of e‐commerce retail failures and recovery strategies

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Lukas P. Forbes, Scott W. Kelley, K. Douglas Hoffman
Journal: Journal of Services Marketing
Journal of Services Marketing (2005) 19 (5): 280–292.
https://doi.org/10.1108/08876040510609907
Published: 01 August 2005
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Journal Articles

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

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Kate L. Reynolds, Lloyd C. Harris
Journal: Journal of Services Marketing
Journal of Services Marketing (2005) 19 (5): 321–335.
https://doi.org/10.1108/08876040510609934
Published: 01 August 2005
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Journal Articles

Blending services and crises: a few questions and observations

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Charles L. Martin
Journal: Journal of Services Marketing
Journal of Services Marketing (2005) 19 (5): 346–350.
https://doi.org/10.1108/08876040510609952
Published: 01 August 2005
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Journal Articles

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

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Klaus Schoefer, Christine Ennew
Journal: Journal of Services Marketing
Journal of Services Marketing (2005) 19 (5): 261–270.
https://doi.org/10.1108/08876040510609880
Published: 01 August 2005
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Journal Articles

Antecedents and outcomes of service recovery performance in a public health‐care environment

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Nicholas J. Ashill, Janet Carruthers, Jayne Krisjanous
Journal: Journal of Services Marketing
Journal of Services Marketing (2005) 19 (5): 293–308.
https://doi.org/10.1108/08876040510609916
Published: 01 August 2005
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