...I-An Wang; Chih-Hsing Liu Purpose When faced with mistreatment from customers, employees may find it difficult to focus on their tasks and may divert their attention away from service tasks, increasing the likelihood of service failure. However, current research still neglects to address...

... Failure criticality and travellers' cultural backgrounds significantly affect airline evaluations after service failures. Moreover, failure criticality influences evaluations of travellers from individualistic cultures more severely. Contrary to expectations, full-service airlines were evaluated...