...Spiros Gounaris; Mustafa Tanyeri; Ozge Ozgen; Sumeyra Duman Kurt Purpose The purpose of this study is to analyze the mediating role of pre‐recovery emotions on the relationship between severity of service failure and post‐recovery positive and negative emotions and to examine the mediating role...

...Hsin‐Hui Lin; Yi‐Shun Wang; Li‐Kuan Chang Purpose The purpose of this paper is to investigate consumer responses to online retailer service recovery remedies following a service failure and explores whether the phenomenon of the service recovery paradox exists within the context of online...

...Eun‐Jung Lee; JungKun Park Purpose The purpose of this paper is to identify types of service failures in a double deviation scenario within the contexts of online retailing. Design/methodology/approach Critical incident technique; customer complaints to online third parties; and four‐factor...

... of service encounters, previous findings in research might have a larger applicability than previously expected. © Emerald Group Publishing Limited 2010 Justice Service failures Complaints Consumer behaviour Norway Tourism Firms strive to offer “zero‐defect” services...

... to the clarification of the possible role of improvisation in the transformation of service failures into positive moments of truth. Findings The paper argues that improvisation may be viewed as a relevant, albeit largely ignored, topic in service recovery, and recommends that its role should be the object...

... 2005 Customer services quality Service failures Service improvements International travel Airlines Services marketing and management literature widely acknowledge that keeping current customers and developing relationships with new ones is a key business strategy (Piercy, 1995...

...Khanh V. La; Jay Kandampully While recovering from service failures is often viewed as an operational concern, service providers can also adopt a strategic and conceptual service vision for managing their service recovery. This paper discusses how the management of service failures can be utilised...

...Natalia Lorenzoni; Barbara R. Lewis This study investigates the attitudes and behaviour of airline front‐line personnel in Britain and Italy, in situations of service failure and recovery. Attitudes towards service recovery are explored through hypothetical scenarios in a questionnaire, and actual...