[HTML][HTML] A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights
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 …
product-harm crisis (PHC) appear to have a common focus, yet the three streams developed …
Factors influencing consumer forgiveness: a systematic literature review and directions for future research
Purpose Consumer forgiveness is an important concept in service failure and recovery
research. To advance knowledge and develop future research agenda in this domain, this …
research. To advance knowledge and develop future research agenda in this domain, this …
Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure
X Lv, Y Liu, J Luo, Y Liu, C Li - Annals of Tourism Research, 2021 - Elsevier
As artificial intelligent technologies have been increasingly applied in tourism and hospitality
industry, the service failure caused by artificial intelligence assistant and how to recover …
industry, the service failure caused by artificial intelligence assistant and how to recover …
The dark side of AI-powered service interactions: Exploring the process of co-destruction from the customer perspective
Artificial intelligence (AI)-powered chatbots are changing the nature of service interfaces
from being human-driven to technology-dominant. As a result, customers are expected to …
from being human-driven to technology-dominant. As a result, customers are expected to …
Robots or frontline employees? Exploring customers' attributions of responsibility and stability after service failure or success
Robots or frontline employees? Exploring customers’ attributions of responsibility and
stability after service failure or success | Emerald Insight Books and journals Case studies …
stability after service failure or success | Emerald Insight Books and journals Case studies …
How the emoji use in apology messages influences customers' responses in online service recoveries: The moderating role of communication style
This research investigates the impact of using emojis (ie, the pleading-face emoji) on
customer forgiveness in relation to handling complaints on social media. Specifically, this …
customer forgiveness in relation to handling complaints on social media. Specifically, this …
The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery
Following service failure, there are two main forms of recovery—economic recovery and
emotional recovery. Nonetheless, prior research has not examined the differential effects of …
emotional recovery. Nonetheless, prior research has not examined the differential effects of …
[PDF][PDF] Investigating the effectiveness of monetary vs. non-monetary compensation on customer repatronage intentions in double deviation
This article examines the effectiveness of monetary and non-monetary service recovery
strategies on repatronage intentions in double deviation when the magnitude of service …
strategies on repatronage intentions in double deviation when the magnitude of service …
Managing social media recovery: The important role of service recovery transparency in retaining customers
This research examines the influence of service recovery transparency on customer
forgiveness to retain customers in the context of service recovery via social media. We …
forgiveness to retain customers in the context of service recovery via social media. We …
Managing service recovery experience: effects of the forgiveness for older consumers
The research studies empirically the role that fairness plays in shaping emotional and
behavioral forgiveness among older US consumers (55 years of age and older). A …
behavioral forgiveness among older US consumers (55 years of age and older). A …