Service failures and recoveries have important implications for hospitality and tourism
businesses, not only due to general service characteristics of inseparability, heterogeneity …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

The rapid growth of the Internet has provided tremendous opportunities for service
companies to offer quality services. The prime drivers and motivations for offering such …

The service concept plays a key role in service design and development. But while the term
is used frequently in the service design and new service development literature, surprisingly …

Keeping and developing relationships with current customers is a key business strategy. 1
Yet problems and complaints are bound to occur over the lifetime of customer relationships …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

The purpose of this article is to summarize the current research in the field of complaint
handling, specifically to focus on how the organizational response to a customer complaint …

Purpose When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance
behaviour among customers, and it can also be seen as a threat to the survival of the …

In today's hyper‐competitive business environment, repeat customers are vital for success.
Service failures, however, have the potential to destroy customer loyalty. In this study, we …

It is now well recognized that an effective service recovery program is essential to
generating customer satisfaction and loyalty. A number of studies have investigated the …