... organizational transgressions. Design/methodology/approach Adopting a qualitative approach, six focus group discussions are used to investigate three high-profile consumer trust erosion cases within the service sector. Findings Consumer trust varies by context. Despite the severity of trust damage...

... the KERE construct were developed through domain identification, item pool generation using focus group interviews with managers involved in complaint management and content expert validation. Findings A first pool of 73 items was generated and then reduced to 37 items. Focus group interviews confirm...