...Süleyman Çelik; Öznur Özkan Tektaş; Bahtışen Kavak Purpose Service failures usually occur in front of third-party customers. Third-party customers react emotionally and behaviorally to service failure and recovery efforts aimed at focal customers. However, there is a gap in the literature on how...

... of service providers (human staff/humanoid robots/nonhumanoid robots). Design/methodology/approach This study adopted two single-factor between-subjects experimental designs and tested the hypotheses in two typical service failure scenarios: Study 1, a hotel scenario (N = 403); and Study 2, a restaurant...

...Nathalie Kron; Jesper Björkman; Peter Ek; Micael Pihlgren; Hanan Mazraeh; Benny Berggren; Patrik Sörqvist Purpose Previous research suggests that the compensation offered to customers after a service failure has to be substantial to make customer satisfaction surpass that of an error-free service...

... is an important concept in service failure and recovery research. To advance knowledge and develop future research agenda in this domain, this paper provides a systematic review of the literature on factors influencing consumer forgiveness while adopting the customer journey perspective. Using...

... disabilities. It reveals how accessibility-related service failures with a retailer's website can lead to anti-firm reactions from blind and low vision consumers, including social media sharing, negative word-of-mouth (NWOM) and avoidance of the retailer's other sales channels even if they are accessible...

...Yunxia Shi; Rumeng Zhang; Chunhao Ma; Lijie Wang Purpose This paper aims to discuss the effect of frontline employees' emotional labor (surface acting vs. deep acting) on customer satisfaction and the moderating role of responsibility attributions in the situation of robot service failure...

... experienced service failure. In total, 380 responses were used for the final analysis. The study uses partial least squares structural equation modelling technique with SmartPLS 3.0, in order to test and validate the research model and hypotheses posited. Findings The results reveal that: recovery...

... the complexities and idiosyncratic narratives of individual perceptions. Service failure Religion Narrative Transgression Interpretive In the past decade, there has been extensive research conducted in the area of service failure and its interactions with service recovery strategies, customer...

...Cansu Yildirim; Bengu Sevil Oflaç; Oznur Yurt Purpose The purpose of this paper is to explore the doer effect of service failure (SF), good prior experience (GPE) and recovery on overall customer satisfaction and repurchase intentions for multi-agents in tourism service supply chain (TSSC...

...Hyunju Shin; Alexander E. Ellinger; David L. Mothersbaugh; Kristy E. Reynolds Services marketing research continues to be largely focused on firms’ reactive interactions for recovering from service failure rather than on proactive customer interactions that may prevent service failure from...

...Yin-Hui Cheng; Chia-Jung Chang; Shih-Chieh Chuang; Ya-Wei Liao Purpose – Research on the service recovery paradox (SRP) effect has indicated that after recovery from failures in customer service, customers will commonly rate their satisfaction higher than prior to the service failure. However...

...Víctor Iglesias; Concepción Varela-Neira; Rodolfo Vázquez-Casielles Purpose – The purpose of this paper is to analyze the effects of attributions on the efficacy of service recovery strategies in preventing customer defection following a service failure. Design/methodology/approach...

...Chia-Ching Tsai; Yung-Kai Yang; Yu-Chi Cheng Purpose – The purpose of this paper is to examine how service failure affects customers’ negative response and how service recovery affects perceived justice in the context of different relationship norms. Design/methodology/approach...

...). The aim of this paper is to examine customer outcomes after observing a (un)satisfactory service recovery, hence, the term observational learning refers to vicarious learning. A service provider may also explain to the observing customer that the complaining customer caused the service failure...