...Md Rokonuzzaman; Muhammad Mollah; Ahasan Harun Purpose This article delves into a theoretical framework evaluating the outcomes of justice perception (JP) on post-complaint behaviors. In addition, this article intends to facilitate service strategists to tailor service recovery efforts to attain...

... perceived to be from an upper social class (vs lower) on consumer reactions after a service recovery situation. Design/methodology/approach Two experimental studies with two different populations. Findings Individuals who receive less compensation than someone from a higher socioeconomic status tend...

... such that satisfaction (dissatisfaction) with service recovery enhances (reduces) the effect of brand experience on WoM. Practical implications Managers can use CSR as a communication tool to enhance consumers' brand experience and focus on service recovery as a successful service recovery can enhance WoM over...

..., this research examines the impact and the boundary conditions of inoculation messages on the effectiveness of service recovery. Design/methodology/approach The proposed research model is examined through two scenario-based experimental studies. A total of 627 datasets was collected and analyzed...

... economies on the various conditions where they can maximise their service recovery efforts (both offline and online) to generate optimum recovery satisfaction. In an offline setting, consumers typically complain about undesirable service experiences through verbal remarks, which are often witnessed...