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Journal Articles

How do you handle double-deviation complaints on social media? The role of double service recovery strategies

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Priyanka Suresh, Vaibhav Chawla, Amalesh Sharma
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2026) 36 (2): 197–222.
https://doi.org/10.1108/JSTP-10-2024-0363
Published: 20 November 2025
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Includes: Supplementary data
Journal Articles

Dimensions of e-return service quality: conceptual refinement and directions for measurement

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Shilpi Saxena, Vaibhav Chawla, Jaana Tähtinen
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2022) 32 (5): 640–672.
https://doi.org/10.1108/JSTP-09-2021-0191
Published: 02 August 2022
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