...Abhinav Verma; Harshika Gabbad Purpose This research aims to explore why high-fidelity digital human avatars induce a stronger adverse response from customers than an artificial static robot interface condition following a service failure. Design/methodology/approach A total of three studies...

...Shili Chen; Yimin Zhu; Xiaolin Li Purpose This study aims to investigate the interaction effect between service recovery providers ( AI chatbot vs human) and recovery strategies (psychological vs tangible) on consumers’ purchase intentions in the context of chatbot minor service failures...

..., 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...

...Shuangshuang Song; Baolong Ma; Rubing Bai; Hongyan Wang Purpose Drawing on self-control resource theory and neutralization theory, this study aims to examine how perceived crowding influences individuals’ desire for revenge following service failure and identifies the underlying mechanisms...

... to the original publication and authors. The full terms of this licence maybe seen at Link to the terms of the CC BY 4.0 licence. Online reviews Service failure Service recovery Credibility Firm response strategies Purchase intentions Nearly 64% of customers consult Google reviews before...

...Sarah (Sa’arah) Alhouti; Kristina (Kris) Lindsey Hall; Thomas L. Baker Purpose As a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment when a service failure occurs. One novel...

... differentiate sudden large-scale general environmental threats from traditional service failures in scope and scale of impact via number of customers and sectors affected and duration and speed of the disruption. Design/methodology/approach This paper draws from service recovery theory to build a conceptual...

...Ada Maria Barone; Emanuela Stagno; Carmela Donato Purpose The purpose of this paper is to test the effect that anthropomorphic framing (i.e. robot vs automatic machine) has on consumers’ responses in case of service failure. Specifically, the authors hypothesize that consumers hold an unconscious...

... 2021 04 09 2021 11 11 2021 26 01 2022 13 02 2022 22 02 2022 01 03 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Face mask Service promotion Service encounter Service failure Consumer attitudes Consumer...

... identity. Older consumers are confronted with age-based stereotype threats in a services context through four practices. Exposure to these threats results in service failure and can have a negative impact on both consumers’ ability to function effectively as consumers and their overall well-being...

... in consumers’ reactions to service failures across services provided by a service employee (i.e. full-services) and services that require customers’ active involvement (i.e. self-services). Design/methodology/approach Two 2 (full-service vs self-service) × 2 (no service failure vs service failure) scenario...

... of empowerment in the context of new service innovations. Service innovation Empowerment Engagement Service failure Psychological ownership Agung Sembada can be contacted at: agung.sembada@monash.edu 14 02 2017 20 06 2017 06 10 2017 03 11 2017 © Emerald Publishing...

...Adrian Palmer; David Bejou Purpose This paper aims to reflect on the paper “Service failure and loyalty: an exploratory empirical study of airline customers” published 18 years ago. It positions it in the evolving literature on relationship marketing and suggests directions for further research...

...Xia Zhu; Judy Zolkiewski Purpose – This study aims to explore how business-to-business service failures manifest in a manufacturing context. Design/methodology/approach – The empirical research involved two case studies: case study one included 20 interviews in the metal finishing industry...

... from Study 2 indicate that source credibility is in play. Research limitations/implications – Participants were asked to respond to service failure and recovery scenarios using the same service context. The means of the outcome variables suggest that the recovery effort could be improved upon...

...Rania Mostafa; Cristiana R. Lages; Maria Sääksjärvi Purpose – This paper aims to address the gaps in service recovery strategy assessment. An effective service recovery strategy that prevents customer defection after a service failure is a powerful managerial instrument. The literature to date...

...Amro A. Maher; Rana Sobh Purpose – The purpose of this study is to examine the role of collective angst, the concern about the future viability of one’s group, during service failure and recovery. Design/methodology/approach – To test this objective the authors utilize an experiment...

...Kelly O. Cowart; Edward Ramirez; Michael K. Brady Purpose – This research aims to examine the buffering effect of a firm's religious association on customer reactions to a service failure. Design/methodology/approach – Two scenario-driven studies containing religious and non-religious...

.... The findings provide a guideline that managers can use to formulate suitable explanations to alleviate the detrimental effects of delayed recovery. Chia-Yi Chen can be contacted at: chiayi@mail.npust.edu.tw © Emerald Group Publishing Limited 2013 Service failure Construal level theory...

.... This dataset derives from a larger survey conducted by the same bank with 26,790 customers all over the country. The current study focuses on those customers who have experienced a service failure and a recovery within the past twelve months. The remainder of this paper begins with the theoretical...