Mapping the Service Failure-Recovery Literature: A Scoping Review
Keywords:
Service failure-recovery, Service failure, Service recovery, scoping review, reactive recovery, adaptive recovery, proactive recoveryAbstract
The nature of the service failure-recovery literature is expansive, complex, and heterogeneous. The full range of content is difficult to traverse given the long history and broad interests in the service failure-recovery domain. While some may argue that the service failure-recovery literature is in the mature stage of academic inquiry, emergent literature, and particularly in the area of digital marketing and artificial intelligence is magnifying its importance. This scoping review provides an overview of relevant definitions, scales, and operationalizations of key concepts within the service failure-recovery field. Relevant topics covered in this scoping review of the service failure-recovery literature encompass (1) core definitions, (2) service failure typologies, (3) service recovery antecedents, (4) service recovery outcomes, (5) core service recovery theories, (6) service recovery strategies – reactive, adaptive, and proactive recovery, and (7) identification of recent comprehensive literature reviews. Our scoping review provides theoretical and practical to advance research in this topic area.
References
Aaker, J., Fournier, S., & Brasel, S. A. (2004). When good brands do bad. Journal of Consumer Research, 31(1), 1–16. https://doi.org/10.1086/383419
Aaker, J. L. (1997). Dimensions of brand personality. Journal of Marketing Research (JMR), 34(3), 347–356. https://doi.org/10.2307/3151897
Abney, A. K., Pelletier, M. J., Ford, T.-R. S., & Horky, A. B. (2017). #IHateYourBrand: Adaptive service recovery strategies on Twitter. The Journal of Services Marketing, 31(3), 281–294. https://doi.org/10.1108/JSM-02-2016-0079
Adil, M., Sadiq, M., Jebarajakirthy, C., Maseeh, H. I., Sangroya, D., & Bharti, K. (2022). Online service failure: Antecedents, moderators and consequences. Journal of Service Theory and Practice, 32(6), 797–842. https://doi.org/10.1108/JSTP-01-2022-0019
Alavi, M., & Leidner, D. E. (2001). Review: Knowledge management and knowledge management systems: Conceptual foundations and research issues. MIS Quarterly, 25(1), 107–136. https://doi.org/10.2307/3250961
Alexander, E. C. (2002). Consumer reactions to unethical service recovery. Journal of Business Ethics, 36(3), 223–237. https://doi.org/10.1023/A:1014086327876
Andreassen, T. W. (2000). Antecedents to satisfaction with service recovery. European Journal of Marketing, 34(1/2), 156–175. https://doi.org/10.1108/03090560010306269
Antonetti, P., Crisafulli, B., & Maklan, S. (2018). Too good to be true? Boundary conditions to the use of downward social comparisons in service recovery. Journal of Service Research, 21(4), 438–455. https://doi.org/10.1177/1094670518793534
Arksey, H., & O’Malley, L. (2005). Scoping studies: Towards a methodological framework. International Journal of Social Research Methodology, 8(1), 19–32. https://doi.org/10.1080/1364557032000119616
Aron, D., & Kultgen, O. (2019). The definitions of dysfunctional consumer behavior: concepts, content, and questions. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior. https://jcsdcb.com/index.php/JCSDCB/article/view/324
Ashill, NicholasJ., Rod, M., & Carruthers, J. (2008). The effect of management commitment to service quality on frontline employees’ job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of Strategic Marketing, 16(5), 437–462. https://doi.org/10.1080/09652540802480944
Ashley, C., & Varki, S. (2009). Loyalty and its influence on complaining behavior and service recovery satisfaction. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior. https://jcsdcb.com/index.php/JCSDCB/article/view/29
Bacile, T. J. (2022). Observers’ complaint language perceptions: A new measure to aid social media service recovery evaluations. Journal of Marketing Theory & Practice, 1–23. https://doi.org/10.1080/10696679.2022.2144382
Bagherzadeh, R., Rawal, M., Wei, S., & Saavedra Torres, J. L. (2020). The journey from customer participation in service failure to co-creation in service recovery. Journal of Retailing and Consumer Services, 54, 102058. https://doi.org/10.1016/j.jretconser.2020.102058
Balaji, M. S., Jha, S., Sengupta, A. S., & Krishnan, B. C. (2018). Are cynical customers satisfied differently? Role of negative inferred motive and customer participation in service recovery. Journal of Business Research, 86, 109–118. https://doi.org/10.1016/j.jbusres.2018.01.023
Baliga, A. J., Chawla, V., Sunder M, V., Ganesh, L. S., & Sivakumaran, B. (2021). Service failure and recovery in B2B markets – A Morphological Analysis. Journal of Business Research, 131, 763–781. https://doi.org/10.1016/j.jbusres.2020.09.025
Bambauer-Sachse, S., & Rabeson, L. (2015). Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility. Journal of Retailing and Consumer Services, 22, 117–127. https://doi.org/10.1016/j.jretconser.2014.08.001
Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99–120. https://doi.org/10.1177/014920639101700108
Basso, K., & Pizzutti, C. (2016). Trust recovery following a double deviation. Journal of Service Research, 19(2), 209–223. https://doi.org/10.1177/1094670515625455
Bavik, A. (2019). Corporate social responsibility and service-oriented citizenship behavior: A test of dual explanatory paths. International Journal of Hospitality Management, 80, 173–182. https://doi.org/10.1016/j.ijhm.2018.11.014
Béal, M., & Grégoire, Y. (2022). How do observers react to companies’ humorous responses to online public complaints? Journal of Service Research, 25(2), 242–259. https://doi.org/10.1177/1094670521989448
Björlin Lidén, S., & Skålén, P. (2003). The effect of service guarantees on service recovery. International Journal of Service Industry Management, 14(1), 36–58. https://doi.org/10.1108/09564230310465985
Blodgett, J. G., Bakir, A., Saklani, A., Bachheti, M., & Bhaskar, S. (2015). Customer complaint behavior: An examination of cultural vs. situational factors. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior. https://jcsdcb.com/index.php/JCSDCB/article/view/485
Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on postcomplaint behavior. Journal of Retailing, 73(2), 185–210. https://doi.org/10.1016/S0022-4359(97)90003-8
Bock, D. E., Wolter, J. S., & Ferrell, O. C. (2020). Artificial intelligence: Disrupting what we know about services. The Journal of Services Marketing, 34(3), 317–334. https://doi.org/10.1108/JSM-01-2019-0047
Bolkan, S., & Daly, J. A. (2008). Organizational responses to consumer complaints: A re-examination of the impact of organizational messages in response to service and product-based failures. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 21. https://jcsdcb.com/index.php/JCSDCB/article/view/35
Bonifield, C., & Cole, C. A. (2008). Better him than me: Social comparison theory and service recovery. Journal of the Academy of Marketing Science, 36(4), 565–577. https://doi.org/10.1007/s11747-008-0109-x
Borah, S. B., Prakhya, S., & Sharma, A. (2020). Leveraging service recovery strategies to reduce customer churn in an emerging market. Journal of the Academy of Marketing Science, 48(5), 848–868. https://doi.org/10.1007/s11747-019-00634-0
Boshoff, C. (1999). RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery. Journal of Service Research, 1(3), 236-249. https://doi.org/10.1177/109467059913005
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7–27. https://doi.org/10.1177/002224379303000102
Briggs, E., Deretti, S., & Kato, H. T. (2020). Linking organizational service orientation to retailer profitability: Insights from the service-profit chain. Journal of Business Research, 107, 271–278. https://doi.org/10.1016/j.jbusres.2018.08.038
Brunner, T. A., Stöcklin, M., & Opwis, K. (2008). Satisfaction, image and loyalty: New versus experienced customers. European Journal of Marketing, 42(9/10), 1095–1105. https://doi.org/10.1108/03090560810891163
Bunker, M. P., & Bradley, M. S. (2007). Toward understanding customer powerlessness: analysis of an internet complaint site. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 20. https://www.jcsdcb.com/index.php/JCSDCB/article/view/42
Camisón, C., & Forés, B. (2010). Knowledge absorptive capacity: New insights for its conceptualization and measurement. Journal of Business Research, 63(7), 707–715. https://doi.org/10.1016/j.jbusres.2009.04.022
Campbell, A. J. (2003). Creating customer knowledge competence: Managing customer relationship management programs strategically. Industrial Marketing Management, 32(5), 375–383. https://doi.org/10.1016/S0019-8501(03)00011-7
Catenazzo, G., & Paulssen, M. (2015). No mercy for products: Recovery effects for products and services. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 28. https://jcsdcb.com/index.php/JCSDCB/article/view/216
Chang, C.-C., & Jung-Sung, H. (2018). The effects of service recovery and relational selling behavior on trust, satisfaction, and loyalty. The International Journal of Bank Marketing, 36(7), 1437–1454. https://doi.org/10.1108/IJBM-07-2017-0160
Chauradia, A. J., Milewicz, C., Echambadi, R., & Ganesh, J. (2021). Frontline human capital and consumer dissatisfaction: Evidence from the U.S. airline industry. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 34. https://jcsdcb.com/index.php/JCSDCB/article/view/429
Chebat, J.-C., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 58(5), 664–673. https://doi.org/10.1016/j.jbusres.2003.09.005
Cheung, F. Y. M., & To, W. M. (2016). A customer-dominant logic on service recovery and customer satisfaction. Management Decision, 54(10), 2524–2543. Management Decision https://doi.org/10.1108/MD-03-2016-0165
Chia-Ying, L. (2015). Switching barriers and customer retention. Journal of Service Theory and Practice, 25(4), 370–393. https://doi.org/10.1108/JSTP-10-2013-0220
Chong, Y. S., & Ahmed, P. K. (2018). When service failure leads to sin: Exploring service transgression and customer forgiveness in a multi-faith context. Journal of Service Theory and Practice, 28(4), 410–433. https://doi.org/10.1108/JSTP-02-2017-0024
Dahl, A. J., & Peltier, J. W. (2015). A historical review and future research agenda for the field of consumer satisfaction, dissatisfaction and complaining behavior. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 28. https://jcsdcb.com/index.php/JCSDCB/article/view/236
Danaher, T. S., & Gallan, A. S. (2016). Service research in health care: Positively impacting lives. Journal of Service Research, 19(4), 433–437. https://doi.org/10.1177/1094670516666346
Dao, H. M., & Theotokis, A. (2021). Self-service technology recovery: The effect of recovery initiation and locus of responsibility. Journal of Interactive Marketing, 54, 25–39. https://doi.org/10.1016/j.intmar.2020.09.001
Davidow, M. (2003). Organizational responses to customer complaints: What works and what doesn’t. Journal of Service Research, 5(3), 225–250. https://doi.org/10.1177/1094670502238917
Davidow, M. (2014). The A-Craft model of organizational responses to customer complaints and their impact on post-complaint customer behavior. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 27, 70-89. https://jcsdcb.com/index.php/JCSDCB/article/view/132/0
Davidow, M. (2015). Just Follow the Yellow Brick Road: A Manager’s Guide to Implementing Value Creation in Your Organization. Journal of Creating Value, 1(1), 23–32. https://doi.org/10.1177/2394964315569634
Davidow, M. (2020). Counteracting value destruction. Journal of Creating Value, 6(1), 86-96. https://doi.org/10.1177/2394964320925260
Dawar, N., & Pillutla, M. M. (2000). Impact of product-harm crises on brand equity: The moderating role of consumer expectations. Journal of Marketing Research, 37(2), 215–226. https://doi.org/10.1509/jmkr.37.2.215.18729
de Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C. (2007). Service recovery paradox: A meta-analysis. Journal of Service Research, 10(1), 60–77. https://doi.org/10.1177/1094670507303012
DeWitt, T., Nguyen, D. T., & Marshall, R. (2008). Exploring customer loyalty following service recovery: The mediating effects of trust and emotions. Journal of Service Research, 10(3), 269–281. https://doi.org/10.1177/1094670507310767
Dong, B., Evans, K. R., & Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123–137. https://doi.org/10.1007/s11747-007-0059-8
Dorsch, M. J., Törnblom, K. Y., & Kazemi, A. (2017). A review of resource theories and their implications for understanding consumer behavior. Journal of the Association for Consumer Research, 2(1), 5–25. https://doi.org/10.1086/688860
Eisenhardt, K. M., & Martin, J. A. (2000). Dynamic capabilities: What are they? Strategic Management Journal, 21(10–11), 1105–1121. https://doi.org/10.1002/1097-0266(200010/11)21:10/11<1105::AID-SMJ133>3.0.CO;2-E
Fehr, R., & Gelfand, M. J. (2010). When apologies work: How matching apology components to victims’ self-construals facilitates forgiveness. Organizational Behavior and Human Decision Processes, 113, 37–50. https://doi.org/10.1016/j.obhdp.2010.04.002
Folkes, V. S. (1984). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10(4), 398–409. https://doi.org/10.1086/208978
Fornell, C., & Wernerfelt, B. (1987). Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis. Journal of Marketing Research, 24(4), 337–346. https://doi.org/10.2307/3151381
Fouroudi, P., Kitchen, P. J., Marvi, R., Akarsu, T. N., & Uddin, H. (2020). A bibliometric investigation of service failure literature and a research agenda. European Journal of Marketing, 54(10), 2575–2619. https://doi.org/10.1108/EJM-07-2019-0588
Galvagno, M., & Dalli, D. (2014). Theory of value co-creation: A systematic literature review. Managing Service Quality, 24(6), 643–683. https://doi.org/10.1108/MSQ-09-2013-0187
Gamze, I. D., & Elif, K. (2020). Can self-referencing exacerbate punishing behavior toward corporate brand transgressors? Journal of Brand Management, 27(6), 629–644. https://doi.org/10.1057/s41262-020-00204-8
Grant, A. M., & Ashford, S. J. (2008). The dynamics of proactivity at work. Research in Organizational Behavior, 28, 3–34. https://doi.org/10.1016/j.riob.2008.04.002
Grégoire, Y., & Mattila, A. S. (2021). Service failure and recovery at the crossroads: recommendations to revitalize the field and its influence. Journal of Service Research, 24(3), 323–328. https://doi.org/10.1177/1094670520958073
Grewal, D., Roggeveen, A. L., & Tsiros, M. (2008). The effect of compensation on repurchase intentions in service recovery. Journal of Retailing, 84(4), 424–434. https://doi.org/10.1016/j.jretai.2008.06.002
Grimmelikhuijsen, S. G., & Meijer, A. J. (2014). Effects of transparency on the perceived trustworthiness of a government organization: evidence from an online experiment. Journal of Public Administration Research & Theory, 24(1), 137–157. https://doi.org/10.1093/jopart/mus048
Groth, M., Wu, Y., Nguyen, H., & Johnson, A. (2019). The moment of truth: A review, synthesis, and research agenda for the customer service experience. Annual Review of Organizational Psychology and Organizational Behavior, 6(1), 89–113. https://doi.org/10.1146/annurev-orgpsych-012218-015056
Harrison-Walker, L. J. (2019). The critical role of customer forgiveness in successful service recovery. Journal of Business Research, 95, 376–391. https://doi.org/10.1016/j.jbusres.2018.07.049
Harrison-Walker, L. J. (2022). Organizational and customer moderators of service recovery on consumer forgiveness in health care. Journal of Satisfaction, Dissatisfaction and Complaining Behavior, 35. https://jcsdcb.com/index.php/JCSDCB/article/view/472
Hart, C. W., Heskett, J. L., & Sasser, W. E. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148–156.
Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52–70. https://doi.org/10.1177/002224299606000406
Hassey, R. V. (2019). How brand personality and failure-type shape consumer forgiveness. The Journal of Product and Brand Management, 28(2), 300–315. https://doi.org/10.1108/JPBM-09-2017-1563
Hess, R. L., Ganesan, S., & Klein, N. M. (2003). Service failure and recovery: The impact of relationship factors on customer satisfaction. Journal of the Academy of Marketing Science, 31(2), 127. https://psycnet.apa.org/doi/10.1177/0092070302250898
Hocutt, M. A., & Stone, T. H. (1998). The impact of employee empowerment on the quality of a service recovery effort. Journal of Quality Management, 3(1), 117–132. https://doi.org/10.1016/S1084-8568(99)80107-2
Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), 49-61. https://doi.org/10.1108/08876049510086017
Hogreve, J., Bilstein, N., & Hoerner, K. (2019). Service recovery on stage: effects of social media recovery on virtually present others. Journal of Service Research, 22(4), 421–439. https://doi.org/10.1177/1094670519851871
Hogreve, J., Bilstein, N., & Mandl, L. (2017). Unveiling the recovery time zone of tolerance: When time matters in service recovery. Journal of the Academy of Marketing Science, 45(6), 866–883. https://doi.org/10.1007/s11747-017-0544-7
Holloway, B. B., Wang, S., & Beatty, S. E. (2009). Betrayal? Relationship quality implications in service recovery. The Journal of Services Marketing, 23(6), 385–396. https://doi.org/10.1108/08876040910985861
Homburg, C., & Fürst, A. (2005). How organizational complaint handling drives customer loyalty: An analysis of the mechanistic and the organic approach. Journal of Marketing, 69(3), 95–114. https://doi.org/10.1509/jmkg.69.3.95.66367
Honora, A., Chih, W.-H., & Wang, K.-Y. (2022). Managing social media recovery: The important role of service recovery transparency in retaining customers. Journal of Retailing and Consumer Services, 64, 102814. https://doi.org/10.1016/j.jretconser.2021.102814
Hu, Y., Min, H., & Su, N. (2021). How sincere is an apology? Recovery satisfaction in a robot service failure context. Journal of Hospitality & Tourism Research, 45(6), 1022-1043. https://doi.org/10.1177/10963480211011533
Huang, M.-H. (2011). Re-examining the effect of service recovery: The moderating role of brand equity. The Journal of Services Marketing, 25(7), 509–516. https://doi.org/10.1108/08876041111173633
Huang, M.-H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155–172. https://doi.org/10.1177/1094670517752459
Huang, W.-H., & Lin, T.-D. (2011). Developing effective service compensation strategies. Journal of Service Management, 22(2), 202–216. https://doi.org/10.1108/09564231111124226
Huang, Y.-S. (Sandy), & Dootson, P. (2022). Chatbots and service failure: When does it lead to customer aggression. Journal of Retailing and Consumer Services, 68, 103044. https://doi.org/10.1016/j.jretconser.2022.103044
Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience – a review and research agenda. Journal of Service Theory and Practice, 27(3), 642–662. https://doi.org/10.1108/JSTP-03-2015-0064
Jasmand, C., Blazevic, V., & de Ruyter, K. (2012). Generating sales while providing service: A study of customer service representatives’ ambidextrous behavior. Journal of Marketing, 76(1), 20–37. https://doi.org/10.1509/jm.10.0448
Jin, D., DiPietro, R. B., Kim, K. (Kathy), Meng, F., & Torres, E. N. (2023). An interactive service recovery framework combining demand and supply approaches. International Journal of Hospitality Management, 109, 103413. https://doi.org/10.1016/j.ijhm.2022.103413
Johnston, R., & Mehra, S. (2002). Best-practice complaint management. Academy of Management Executive, 16(4), 145–154. https://doi.org/10.5465/AME.2002.8951342
Johnston, T. C., & Hewa, M. A. (1997). Fixing service failures. Industrial Marketing Management, 26(5), 467–473. https://doi.org/10.1016/S0019-8501(96)00158-7
Jones, T., Dacin, P. A., & Taylor, S. F. (2011). Relational damage and relationship repair: A new look at transgressions in service relationships. Journal of Service Research, 14(3), 318–339. https://doi.org/10.1177/1094670511412577
Jong, A. de, & De Ruyter, K. (2004). Adaptive versus proactive behavior in service recovery: The role of self-managing teams. Decision Sciences, 35(3), 457–491. https://doi.org/10.1111/j.0011-7315.2004.02513.x
Kamath, P. R., Pai, Y. P., Link to external site, this link will open in a new window, & Prabhu, N. K. (2020). Determinants of recovery satisfaction and service loyalty: The differing effects of service recovery system and service recovery performance. Journal of Service Theory and Practice, 30(6), 643–679. https://doi.org/10.1108/JSTP-12-2019-0251
Kang, M., Gong, T. (2019). Dysfunctional customer behavior: Conceptualization and empirical validation. Service Business, 13(4), 625–646. https://doi.org/10.1007/s11628-019-00398-1
Karani, K. S. (2021). Forgiving a loved brand in the face of a transgression: An exploratory study. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 34. https://jcsdcb.com/index.php/JCSDCB/article/view/403
Kau, A. K., & Wan‐Yiun Loh, E. (2006). The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants. Journal of Services Marketing, 20(2), 101-111. https://doi.org/10.1108/08876040610657039
Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4), 429-452. https://psycnet.apa.org/doi/10.1016/0022-4359(93)90016-C
Kelley, S. W., & Davis, M. A. (1994). Antecedents to customer expectations for service recovery. Journal of the Academy of Marketing Science, 22(1), 52-61. https://psycnet.apa.org/doi/10.1177/0092070394221005
Khamitov, M., Grégoire, Y., & Suri, A. (2020). A systematic review of brand transgression, service failure recovery and product-harm crisis: Integration and guiding insights. Journal of the Academy of Marketing Science, 48(3), 519–542. https://doi.org/10.1007/s11747-019-00679-1
Kim, H., & Jang, S. (Shawn). (2021). Is differential treatment in response to service failures effective? The roles of comparison, loyalty, and scarcity messages. International Journal of Hospitality Management, 95, 102952. https://doi.org/10.1016/j.ijhm.2021.102952
Kim, K., & Baker, M. A. (2020). Paying it forward: The influence of other customer service recovery on future co-creation. Journal of Business Research, 121, 604–615. https://doi.org/10.1016/j.jbusres.2020.03.015
Kim, N., & Ulgado, F. M. (2012). The effect of on-the-spot versus delayed compensation: The moderating role of failure severity. The Journal of Services Marketing, 26(3), 158–167. https://doi.org/10.1108/08876041211223960
Kim, P. H., Ferrin, D. L., Cooper, C. D., & Dirks, K. T. (2004). Removing the shadow of suspicion: The effects of apology versus denial for repairing competence- versus integrity-based trust violations. Journal of Applied Psychology, 89, 104–118. https://doi.org/10.1037/0021-9010.89.1.104
Koc, E. (2019). Service failures and recovery in hospitality and tourism: A review of literature and recommendations for future research. Journal of Hospitality Marketing & Management, 28(5), 513–537. https://doi.org/10.1080/19368623.2019.1537139
Konovsky, M. A. (2000). Understanding procedural justice and its impact on business organizations. Journal of Management, 26(3), 489-511. https://doi.org/10.1177/014920630002600306
Krishna, A., Dangayach, G. S., & Jain, R. (2011). Service recovery: Literature review and research issues. Journal of Service Science Research, 3(1), 71–121. https://doi.org/10.1007/s12927-011-0004-8
Kump, B., Engelmann, A., Kessler, A., & Schweiger, C. (2019). Toward a dynamic capabilities scale: Measuring organizational sensing, seizing, and transforming capacities. Industrial & Corporate Change, 28(5), 1149–1172. https://doi.org/10.1093/icc/dty054
Kuppelwieser, V. G., & Klaus, P. (2021). Measuring customer experience quality: The EXQ scale revisited. Journal of Business Research, 126, 624–633. https://doi.org/10.1016/j.jbusres.2020.01.042
Kwiatek, P., Morgan, Z., & Thanasi-Boçe, M. (2020). The role of relationship quality and loyalty programs in building customer loyalty. The Journal of Business & Industrial Marketing, 35(11), 1645–1657. https://doi.org/10.1108/JBIM-02-2019-0093
Kwon, S., & Jang, S. (Shawn). (2012). Effects of compensation for service recovery: From the equity theory perspective. International Journal of Hospitality Management, 31(4), 1235–1243. https://doi.org/10.1016/j.ijhm.2012.03.002
La, K. V., & Kandampully, J. (2004). Market oriented learning and customer value enhancement through service recovery management. Managing Service Quality: An International Journal, 14(5), 390–401. https://doi.org/10.1108/09604520410557994
La, S., & Choi, B. (2019). Perceived justice and CSR after service recovery. The Journal of Services Marketing, 33(2), 206–219. https://doi.org/10.1108/JSM-10-2017-0342
Larsen, V., & Wright, N. (2021). Aggregate consumer satisfaction: The telos of marketing. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior. https://jcsdcb.com/index.php/JCSDCB/article/view/361
Liao, H. (2007). Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Journal of Applied Psychology, 92, 475–489. https://doi.org/10.1037/0021-9010.92.2.475
Liu, H., Jayawardhena, C., Dibb, S., & Ranaweera, C. (2019). Examining the trade-off between compensation and promptness in eWOM-triggered service recovery: A restorative justice perspective. Tourism Management, 75, 381–392. https://doi.org/10.1016/j.tourman.2019.05.008
Lv, X., Yang, Y., Qin, D., Cao, X., & Xu, H. (2022). Artificial intelligence service recovery: The role of empathic response in hospitality customers’ continuous usage intention. Computers in Human Behavior, 126, 106993. https://doi.org/10.1016/j.chb.2021.106993
Magnini, V. P., Ford, J. B., Markowski, E. P., & Honeycutt, E. D. (2007). The service recovery paradox: justifiable theory or smoldering myth? Journal of Services Marketing. https://doi.org/10.1108/08876040710746561
Manu C, & Sreejesh S. (2021). Addressing service failure and initiating service recovery in online platforms: Literature review and research agenda. Journal of Strategic Marketing, 29(8), 658–689. https://doi.org/10.1080/0965254X.2020.1783568
Manser Payne, E. H., Dahl, A. J., & Peltier, J. (2021). Digital servitization value co-creation framework for AI services: A research agenda for digital transformation in financial service ecosystems. Journal of Research in Interactive Marketing, 15(2), 200–222. https://doi.org/10.1108/JRIM-12-2020-0252
Mathies, C., Chiew, T. M., & Kleinaltenkamp, M. (2016). The antecedents and consequences of humour for service. Journal of Service Theory and Practice, 26(2), 137–162. https://doi.org/10.1108/JSTP-09-2014-0187
Mattila, A. S., & Cranage, D. (2005). The impact of choice on fairness in the context of service recovery. The Journal of Services Marketing, 19(5), 271–279. https://doi.org/10.1108/08876040510609899
Maxham, J. G., & Netemeyer, R. G. (2002a). Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239–252. https://doi.org/10.1016/S0022-4359(02)00100-8
Maxham, J. G., & Netemeyer, R. G. (2002b). A longitudinal study of complaining customers’ evaluations of multiple service failures and recovery efforts. Journal of Marketing, 66(4), 57–71. https://doi.org/10.1509/jmkg.66.4.57.18512
McColl, R., Mattsson, J., & Morley, C. (2005). The effects of service guarantees on service evaluations during a voiced complaint and service recovery. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 18. https://jcsdcb.com/index.php/JCSDCB/article/view/54
Mccoll-Kennedy, J. R., & Sparks, B. A. (2003). Application of fairness theory to Service Failures and Service Recovery. Journal of Service Research, 5(3), 251–266. https://doi.org/10.1177/1094670502238918
McColl-Kennedy, J. R., Patterson, P. G., Smith, A. K., & Brady, M. K. (2009). Customer rage episodes: emotions, expressions and behaviors. Journal of Retailing, 85(2), 222-237. https://doi.org/10.1016/j.jretai.2009.04.002
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000a). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121–137. https://doi.org/10.1177/109467050032002
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000b). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121–137. https://doi.org/10.1177/109467050032002
Mcgraw, A. P., Warren, C., & Kan, C. (2015). Humorous Complaining. Journal of Consumer Research, 41(5), 1153–1171. https://doi.org/10.1086/678904
McMullan, R. (2005). A multiple-item scale for measuring customer loyalty development. The Journal of Services Marketing, 19(6/7), 470–481. https://doi.org/10.1108/08876040510625972
Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61–83. https://doi.org/10.1509/jmkg.69.2.61.60759
Michel, S., & Meuter, M. L. (2008). The service recovery paradox: True but overrated? International Journal of Service Industry Management. https://doi.org/10.1108/09564230810891897
Michel, S., Bowen, D., & Johnston, R. (2009). Why service recovery fails: Tensions among customer, employee, and process perspectives. Journal of Service Management, 20(3), 253–273. https://doi.org/10.1108/09564230910964381
Mjahed Hammami, S., Souiden, N., & Bennour, K. (2021). Knowledge-based resources in explaining service recovery performance: A multilevel investigation. Journal of Marketing Theory and Practice, 29(2), 189–209. https://doi.org/10.1080/10696679.2020.1812084
Mjahed Hammami, S., & Triki, A. (2011). Exploring the information technology contribution to service recovery performance through knowledge based resources. VINE, 41(3), 296–314. https://doi.org/10.1108/03055721111171627
Montgomery, C., & Barnes, J. H. (1993). Postdis: A short rating scale for measuring post purchase dissonance. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 6. https://jcsdcb.com/index.php/JCSDCB/article/view/624
Mostafa, R. B., Lages, C. R., Shabbir, H. A., & Thwaites, D. (2015). Corporate image: A service recovery perspective. Journal of Service Research, 18(4), 468–483. https://doi.org/10.1177/1094670515584146
Myrden, S. E., & Kelloway, E. K. (2014). Service guarantees: The impact of playing ‘hard to get’ on perceptions of firm credibility and repurchase intent. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 27. https://jcsdcb.com/index.php/JCSDCB/article/view/131
Nieves, J., Quintana, A., & Osorio, J. (2014). Knowledge-based resources and innovation in the hotel industry. International Journal of Hospitality Management, 38, 65–73. https://doi.org/10.1016/j.ijhm.2014.01.001
Niknejad, N., Ismail, W., Ghani, I., Nazari, B., Bahari, M., & Hussin, A. R. B. C. (2020). Understanding Service-Oriented Architecture (SOA): A systematic literature review and directions for further investigation. Information Systems, 91, 101491. https://doi.org/10.1016/j.is.2020.101491
Nguyen, D. T., & McColl-Kennedy, J. R. (2003). Diffusing customer anger in service recovery: A conceptual framework. Australasian Marketing Journal (AMJ), 11(2), 46-55. https://doi.org/10.1016/S1441-3582(03)70128-1
Nowak, D. P., Dahl, A. J., & Peltier, J. W. (2023). An updated historical review of the journal of consumer satisfaction, dissatisfaction and complaining behavior. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 36. https://jcsdcb.com/index.php/JCSDCB/article/view/869
Nuansi, P., & Ngamcharoenmongkol, P. (2021). Proactive complaint management: Effects of customer voice initiation on perceived justices, satisfaction, and negative word-of-mouth. SAGE Open, 11(3). https://doi.org/10.1177/21582440211040788
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270. https://doi.org/10.1016/j.jretconser.2016.02.002
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi.org/10.1177/002224378001700405
Oliver, R. L. (1989). Processing of the satisfaction response in consumption: a suggested framework and research propositions. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 1-16. https://jcsdcb.com/index.php/JCSDCB/article/view/720
Oliver, R. L. (2014). Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). Routledge. https://doi.org/10.4324/9781315700892
Palmer, A., & Bejou, D. (2016). Retrospective: Service failure and loyalty: an exploratory empirical study of airline customers. The Journal of Services Marketing, 30(5), 480–484. http://dx.doi.org/10.1108/JSM-04-2016-0137
Parasuraman, A. (2006). Invited Commentary—Modeling Opportunities in Service Recovery and Customer-Managed Interactions. Marketing Science, 25(6), 590–593. https://doi.org/10.1287/mksc.1050.0173
Parker, C., & Mathews, B. P. (2001). Customer satisfaction: Contrasting academic and consumers’ interpretations. Marketing Intelligence & Planning, 19(1), 38–44. https://doi.org/10.1108/02634500110363790
Patrício, L., Fisk, R. P., Falcão e Cunha, J., & Constantine, L. (2011). Multilevel service design: from customer value constellation to service experience Blueprinting. Journal of Service Research, 14(2), 180–200. https://doi.org/10.1177/1094670511401901
Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006). Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice. International Journal of Research in Marketing, 23(3), 263–277. https://doi.org/10.1016/j.ijresmar.2006.02.004
Peltier, J. W., Dahl, A. J., & Schibrowsky, J. (2023). Artificial intelligence in interactive marketing: A conceptual framework and research agenda. Journal of Research in Interactive Marketing, forthcoming.
Peters, M. D. J., Marnie, C., Tricco, A. C., Pollock, D., Munn, Z., Alexander, L., McInerney, P., Godfrey, C. M., & Khalil, H. (2020). Updated methodological guidance for the conduct of scoping reviews. JBI Evidence Synthesis, 18(10), 2119. https://doi.org/10.11124/JBIES-20-00167
Peterson, J., Pearce, P. F., Ferguson, L. A., & Langford, C. A. (2017). Understanding scoping reviews: Definition, purpose, and process. Journal of the American Association of Nurse Practitioners, 29(1), 12–16. https://doi.org/10.1002/2327-6924.12380
Pham, M. T., Rajić, A., Greig, J. D., Sargeant, J. M., Papadopoulos, A., & McEwen, S. A. (2014). A scoping review of scoping reviews: Advancing the approach and enhancing the consistency. Research Synthesis Methods, 5(4), 371–385. https://doi.org/10.1002/jrsm.1123
Pitardi, V., Wirtz, J., Paluch, S., & Kunz, W. H. (2021). Service robots, agency and embarrassing service encounters. Journal of Service Management, 33(2), 389–414. https://doi.org/10.1108/JOSM-12-2020-0435
Pizzi, G., Scarpi, D., & Pantano, E. (2021). Artificial intelligence and the new forms of interaction: Who has the control when interacting with a chatbot? Journal of Business Research, 129, 878–890. https://doi.org/10.1016/j.jbusres.2020.11.006
Plouffe, C. R., Hulland, J., & Wachner, T. (2009). Customer-directed selling behaviors and performance: A comparison of existing perspectives. Journal of the Academy of Marketing Science, 37(4), 422–439. https://doi.org/10.1007/s11747-009-0142-4
Polese, F., Mele, C., & Gummesson, E. (2017). Value co-creation as a complex adaptive process. Journal of Service Theory and Practice, 27(5), 926–929. https://doi.org/10.1108/JSTP-07-2017-0111
Powers, T. L., & Valentine, D. B. (2008). A review of the role of satisfaction, quality, and value on firm performance. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 80–103. https://jcsdcb.com/index.php/JCSDCB/article/view/48
Pranic, L., & Roehl, W. S. (2012). Rethinking service recovery: A customer empowerment (CE) perspective. Journal of Business Economics and Management, 13(2), 242–260. https://doi.org/10.3846/16111699.2011.620137
Reynolds, K. E., & Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of Retailing, 75(1), 11–32. https://doi.org/10.1016/S0022-4359(99)80002-5
Robertson, K., & O’Reilly, J. (2020). “Killing them with kindness”? A study of service employees’ responses to uncivil customers. Journal of Organizational Behavior, 41(8), 797–813. https://doi.org/10.1002/job.2425
Robinson, L., Neeley, S. E., & Williamson, K. (2011). Implementing service recovery through customer relationship management: Identifying the antecedents. The Journal of Services Marketing, 25(2), 90–100. https://doi.org/10.1108/08876041111119813
Robinson, S., Orsingher, C., Alkire, L., De Keyser, A., Giebelhausen, M., Papamichail, K. N., Shams, P., & Temerak, M. S. (2020). Frontline encounters of the AI kind: An evolved service encounter framework. Journal of Business Research, 116, 366–376. https://doi.org/10.1016/j.jbusres.2019.08.038
Roschk, H., & Gelbrich, K. (2014). Identifying appropriate compensation types for service failures: A Meta-Analytic and Experimental Analysis. Journal of Service Research, 17(2), 195–211. https://doi.org/10.1177/1094670513507486
Roschk, H., & Kaiser, S. (2013). The nature of an apology: An experimental study on how to apologize after a service failure. Marketing Letters, 24(3), 293–309. https://doi.org/10.1007/s11002-012-9218-x
Ryoo, Y. (2022). Moral credentials versus moral credits: Two paths to consumers’ licensing of brand transgressions. Journal of Business Research, 146, 13–31. https://doi.org/10.1016/j.jbusres.2022.03.048
Samiha, M. H., Nizar, S., & Abdelfattah, T. (2018). Service recovery as an organizational capability. Qualitative Market Research, 21(3), 316–336. https://doi.org/10.1108/QMR-03-2016-0030
Santos-Vijande, M. L., Díaz-Martín, A. M., Suárez-Álvarez, L., & del Río-Lanza, A. B. (2013). An integrated service recovery system (ISRS). European Journal of Marketing, 47(5/6), 934–963. https://doi.org/10.1108/03090561311306994
Sharma, I., Jain, K., & Behl, A. (2020). Effect of service transgressions on distant third-party customers: The role of moral identity and moral judgment. Journal of Business Research, 121, 696–712. https://doi.org/10.1016/j.jbusres.2020.02.005
Sheth, J. N., Sisodia, R. S., & Sharma, A. (2000). The antecedents and consequences of customer-centric marketing. Journal of the Academy of Marketing Science, 28(1), 55. https://doi.org/10.1177/0092070300281006
Shin, H., & Larson, L. R. (2020). The bright and dark sides of humorous response to online customer complaint. European Journal of Marketing, 54(8), 2013–2047. https://doi.org/10.1108/EJM-08-2018-0522
Silva, G. M., Coelho, F., Lages, C. R., & Reis, M. (2020). Employee adaptive and proactive service recovery: A configurational perspective. European Journal of Marketing, 54(7), 1581–1607. https://doi.org/10.1108/EJM-02-2019-0181
Singh, J. (1990). Voice, exit, and negative word-of-mouth behaviors: An investigation across three service categories. Journal of the Academy of Marketing Science, 18(1), 1–15. https://doi.org/10.1007/BF02729758
Skourtis, G., Décaudin, J.-M., Assiouras, I., & Karaosmanoglu, E. (2019). Does the co-creation of service recovery create value for customers? The underlying mechanism of motivation and the role of operant resources. European Management Review, 16(4), 997–1013. https://doi.org/10.1111/emre.12301
Slocum, D., Allan, A., & Allan, M. M. (2011). An emerging theory of apology. Australian Journal of Psychology, 63(2), 83–92. https://doi.org/10.1111/j.1742-9536.2011.00013.x
Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356–372. https://doi.org/10.1177/002224379903600305
Smith, J. S., Fox, G. L., & Ramirez, E. (2010). An integrated perspective of service recovery: a sociotechnical systems approach. Journal of Service Research, 13(4), 439–452. https://doi.org/10.1177/1094670510375104
Smith, J. S., Jayaram, J., Ponsignon, F., & Wolter, J. S. (2019). Service recovery system antecedents: A contingency theory investigation. Journal of Service Management, 30(2), 276–300. https://doi.org/10.1108/JOSM-01-2018-0026
Sparks, B. A., & McColl-Kennedy, J. R. (2001). Justice strategy options for increased customer satisfaction in a services recovery setting. Journal of Business Research, 54(3), 209–218. https://doi.org/10.1016/S0148-2963(00)00120-X
Srivastava, M., & Gosain, A. (2020). Impact of service failure attributions on dissatisfaction: revisiting attribution theory. Journal of Management Research (09725814), 20(2), 99–112.
Stakhovych, S., & Tamaddoni, A. (2020). Mix&Match: A Resource-based complaint recovery framework for tangible compensation. Journal of Service Research, 23(3), 337–352. https://doi.org/10.1177/1094670519898521
Surachartkumtonkun, J., Patterson, P. G., & McColl-Kennedy, J. R. (2013). Customer rage back-story: Linking needs-based cognitive appraisal to service failure type. Journal of Retailing, 89(1), 72-87. https://doi.org/10.1016/j.jretai.2012.06.001
Swanson, S. R., & Kelley, S. W. (2001). Service recovery attributions and word-of-mouth intentions. European Journal of Marketing, 35(1/2), 194–211. https://doi.org/10.1108/03090560110363463
Tang, X., En-Chung, C., Huang, X., & Zhang, M. (2018). Timing and compensation strategies in service recovery. The Journal of Services Marketing, 32(6), 755–766. https://doi.org/10.1108/JSM-04-2017-0126
Tax, S. S., & Brown, S. W. (1998). Recovering and learning from service failure. Sloan Management Review, 40(1), 75–88.
Tax, S. S., & Brown, S. W. (2000). Service recovery, research insights and practices. In T.A. Swartz and D. Iacobucci (Eds.), Handbook of Services Marketing and Management, Thousand Oaks, CA: Sage Publications, 271-285.
Teimoury, E., Fesharaki, M., & Bazyar, A. (2010). The relationship between mediated power asymmetry, relational risk perception, and governance mechanism in new product development relationships. Journal of Research in Interactive Marketing, 4(4), 296–315. https://doi.org/10.1108/17505931011092817
Tsarenko, Y., Strizhakova, Y., & Otnes, C. C. (2019). Reclaiming the future: understanding customer forgiveness of service transgressions. Journal of Service Research, 22(2), 139–155. https://doi.org/10.1177/1094670518802060
Tsarenko, Y., & Tojib, D. (2015). Consumers’ forgiveness after brand transgression: The effect of the firm’s corporate social responsibility and response. Journal of Marketing Management, 31(17–18), 1851–1877. https://doi.org/10.1080/0267257X.2015.1069373
Van Vaerenbergh, Y., De Keyser, A., & Larivière, B. (2014). Customer intentions to invoke service guarantees: Do excellence in service recovery, type of guarantee and cultural orientation matter? Managing Service Quality: An International Journal, 24(1), 45–62. https://doi.org/10.1108/MSQ-06-2013-0115
Van Vaerenbergh, Y., & Orsingher, C. (2016). Service recovery: an integrative framework and research agenda. Academy of Management Perspectives, 30(3), 328–346. https://doi.org/10.5465/amp.2014.0143
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The service recovery journey: conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103–119. https://doi.org/10.1177/1094670518819852
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing: Journal of Marketing, 68(1), 1-17. https://doi.org/10.1509/jmkg.68.1.1.24036
Vargo, S. L., & Lusch, R. F. (2017). Service-dominant logic 2025. International Journal of Research in Marketing, 34(1), 46–67. https://doi.org/10.1016/j.ijresmar.2016.11.001
Vázquez-Casielles, R., Iglesias, V., & Varela-Neira, C. (2012). Service recovery, satisfaction and behaviour intentions: Analysis of compensation and social comparison communication strategies. Service Industries Journal, 32(1), 83–103. https://doi.org/10.1080/02642069.2010.511187
Vincent-Wayne, M. (1999). Consumer perceived risk: conceptualisations and models. European Journal of Marketing, 33(1/2), 163–195. https://doi.org/10.1108/03090569910249229
Warren, C., Barsky, A., & Mcgraw, A. P. (2018). Humor, comedy, and consumer behavior. Journal of Consumer Research, 45(3), 529–552. https://doi.org/10.1093/jcr/ucy015
Wei, C., Liu, M. W., & Keh, H. T. (2020). The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery. Journal of Business Research, 118, 321–334. https://doi.org/10.1016/j.jbusres.2020.06.061
Weiner, B. (1980). A cognitive (attribution)-emotion-action model of motivated behavior: An analysis of judgments of help-giving. Journal of Personality and Social Psychology, 39(2), 186–200. https://doi.org/10.1037/0022-3514.39.2.186
Whittemore, R., Chao, A., Jang, M., Minges, K. E., & Park, C. (2014). Methods for knowledge synthesis: An overview. Heart & Lung, 43(5), 453–461. https://doi.org/10.1016/j.hrtlng.2014.05.014
Wirtz, J., Kunz, W., & Paluch, S. (2021). The service revolution, intelligent automation and service robots. European Business Review, 38–44. https://www.europeanbusinessreview.com/the-service-revolution-intelligent-automation-and-service-robots/
Wirtz, J., & Mattila, A. S. (2004). Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management, 15(2), 150–166. https://doi.org/10.1108/09564230410532484
Wood, J. V. (1996). What is social comparison and how should we study it? Personality and Social Psychology Bulletin, 22(5), 520–537. https://doi.org/10.1177/0146167296225009
Wood, J. V., Michela, J. L., & Giordano, C. (2000). Downward comparison in everyday life: Reconciling self-enhancement models with the mood–cognition priming model. Journal of Personality and Social Psychology, 79(4), 563–579. https://doi.org/10.1037/0022-3514.79.4.563
Worsfold, K., Worsfold, J., & Bradley, G. (2007). Interactive effects of proactive and reactive service recovery strategies: the case of rapport and compensation1. Journal of Applied Social Psychology, 37(11), 2496–2517. https://doi.org/10.1111/j.1559-1816.2007.00267.x
Wright, N. D. (2021). Letter from the editor: future directions for the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 34. https://jcsdcb.com/index.php/JCSDCB/article/view/482
Xu, X., Liu, W., & Gursoy, D. (2019). The impacts of service failure and recovery efforts on airline customers’ emotions and satisfaction. Journal of Travel Research, 58(6), 1034–1051. https://doi.org/10.1177/0047287518789285
Xu, Y., Marshall, R., Edvardsson, B., & Tronvoll, B. (2014). Show you care: Initiating co-creation in service recovery. Journal of Service Management, 25(3), 369–387. https://doi.org/10.1108/JOSM-11-2012-0253
Yani-de-Soriano, M., Hanel, P. H., Vazquez-Carrasco, R., Cambra-Fierro, J., Wilson, A., & Centeno, E. (2019). Investigating the role of customers’ perceptions of employee effort and justice in service recovery: A cross-cultural perspective. European Journal of Marketing, 53(4), 708–732. https://doi.org/10.1108/EJM-09-2017-0570
Ye, Y., Lyu, Y., & He, Y. (2019). Servant leadership and proactive customer service performance. International Journal of Contemporary Hospitality Management, 31(3), 1330–1347. https://doi.org/10.1108/IJCHM-03-2018-0180
Yi, Y., & Kim, S. Y. (2017). The role of other customers during self-service technology failure. Service Business, 11(4), 695–715. https://doi.org/10.1007/s11628-016-0325-2
Yim, C. K., Gu, F. F., Chan, K. W., & Tse, D. K. (2003). Justice-based service recovery expectations: measurement and antecedents. The Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 16. https://jcsdcb.com/index.php/JCSDCB/article/view/74
Yuan, R., Luo, J., Liu, M. J., & Yu, J. (2022). Understanding organizational resilience in a platform-based sharing business: The role of absorptive capacity. Journal of Business Research, 141, 85–99. https://doi.org/10.1016/j.jbusres.2021.11.012
Zahra, S. A., & George, G. (2002). Absorptive Capacity: A Review, Reconceptualization, and Extension. Academy of Management Review, 27(2), 185–203. https://doi.org/10.5465/AMR.2002.6587995
Downloads
Published
Issue
Section
License
Each volume is copyrighted by Consumer Satisfaction, Dissatisfaction and Complaining Behavior. We encourage authors to submit published articles to research aggregators such as researchgate.net or academia.edu. You may use the PDF files from the published journal for submission to these aggregators.