... and outside the realm of the service firm’s control. Drawing on past research, the authors hypothesize that customers’ perceptions of the corporate reputation and silent endurance constitute boundary conditions of the relationship between service failure-related customer anger and revenge intentions...

... information available. This involves reorganizing the partner-related risk management processes. The business partners’ role is passive, with their reputation dependent on the agency reports. Thus, their interests must be protected by involving quality controls mechanisms, delivering them detailed reports...