Research studies on brand transgression (BT), service failure and recovery (SFR), and
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …

Purpose A conceptual confusion has evolved in brand hate (BH) research mainly due to
multiple conceptualizations, models and constructs in the field. As such, there is an urgent …

Full article: Emotions in service research: evolutionary analysis and empirical review Skip to Main
Content Taylor and Francis Online homepage Taylor and Francis Online homepage Log in …

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

Artificial intelligence technology is changing the way services are delivered and introducing
opportunities for new sources of service failure. The purpose of this paper is to examine how …

This study presented and tested a conceptual model that examined how a negative event at
a tourism destination influenced perceived betrayal and boycott among tourists. A mixed …

To date, the literature offers multiple suggestions for how to recover from service failures,
albeit without explicitly addressing customers' negative, high-arousal states evoked by the …

In this paper we examine the different coping mechanisms used by customers when they
confront service failure. It was found that the coping mechanism used by customers changes …

Underpinned by complexity theory, this study investigates whether the influence of social
and physical servicescape on international travelers' dissatisfaction and misbehavior differs …

This article examines the effectiveness of monetary and non-monetary service recovery
strategies on repatronage intentions in double deviation when the magnitude of service …