..., this study challenges the common assumption that firms’ recovery efforts uniformly diminish brand-related negative responses. Design/methodology/approach This study adopts a longitudinal design and collects three-wave time-lagged data from repeat OTA customers who experienced service failures...

... Journal of services marketing Review Bibliometrics Scientometrics Citation analysis Bibliographic coupling Cluster analysis Content analysis Longitudinal The past three decades have seen remarkable revolutions in the way service is created and delivered (Furrer et al., 2020). Up...

... by which these changes become transformative. Design/methodology/approach A qualitative, longitudinal design was used, involving a community education project in Indonesia. Data collection consisted of interviews with Etawa goat farmers and village leaders after one year (n = 21...

... of affective expectations. Design/methodology/approach – A series of hypotheses relating anticipated and experienced emotions to satisfaction and behavioral intention are tested in the context of a relatively high involvement, hedonistic service encounter in a longitudinal quantitative study involving...