Abstract Service failures occur when the service provided is less than adequate or fails to
live up to the customer's expectations. When service failures inevitably occur, providers …

Abstract Service recovery has attracted serious research attention in the recent past.
Purpose of this paper is to review service recovery research, classify research articles …

Purpose The purpose of this paper is to explore the role of emotions that consumers
experience following service failures and to assess the effects of each of these emotions on …

Purpose–This paper proposes investigating a model of service recovery performance in a
public health‐care setting. Design/methodology/approach–Frontline hospital staff …

Purpose–The purpose of this paper is to extend thinking on service recovery processes and
satisfaction with service recovery, using multi‐dimensional consumer outcomes. The …

Purpose Despite double deviation being an acknowledged phenomenon in services
marketing, less research has been devoted to the evaluation of the underlying relationships …

Background A common finding in several studies is patients' dissatisfaction with complaint
handling in health care. The reasons why are for the greater part unknown. The key to an …

Purpose–The purpose of this paper is to uncover the desired qualities and behaviours that
patients believe general practitioners (GPs) should have in medical (service recovery) …

Im Wettbewerb um den Kunden bemühen sich Unternehmen verstärkt um die Sicherstellung
positiver Kundenerfahrungen. Die wissenschaftliche Betrachtung von Kundenerfahrungen …

Previous studies on service recovery performance of frontline employees have focused
primarily on the direct relationship with the organizational efforts for service recovery …