Poor employee–customer interactions influence customer satisfaction and employee well-
being. In studying these negative exchanges, researchers tend to take either the perspective …

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 …

Emergent research on customer engagement has focused on enhancing engagement within
service relationships. Less attention has been given to how and why customers disengage …

Purpose–Due to the importance of understanding what circumstances make customer
recovery programmes successful, this paper aims to study the effects of different cognitive …

Purpose The study focuses on the core issue faced by bankers on how to retain existing
customers who have encountered an e-service failure and who are skeptical about the …

Purpose–The purpose of this paper is to explore the influence of the dimensions of service
quality on customers' word-of-mouth (WOM) in the context of the retail banking industry …

Nowadays, dissatisfied consumers increasingly voice their frustration publicly by
complaining on brand-created social media sites (eg Facebook). This work argues that …

Purpose–T his study aims to fill an important gap in the literature by exploring the
moderating role of client‐company relationship type on the impact of service recovery …

Purpose–By expanding on the work of White and Yanamandram (2007), the purpose of this
paper is to examine the direct and indirect influences of switching barriers on the …

Purpose–The purpose of this paper is to identify types of service failures in a double
deviation scenario within the contexts of online retailing. Design/methodology/approach …