Purpose This paper aims to study the citations made in service failure literature and
assesses the knowledge construction of this region of exploration to date …

It is an opportune time to reflect on the progress of service failure and service recovery in the
field of service marketing, specifically with a focus on perceived justice. Over the past three …

The present research aims to investigate the effects of service failure and complaint
handling on customer satisfaction with complaint handling which consequently impacts …

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 This study aims to investigate the impact of corporate reputation on investors and
whether it influences company investment returns. While previous research has focused on …

Purpose This research conceptualizes service recovery process (SRPs) within pre-recovery,
recovery and post-recovery. This study aims to provide a summary of factors and strategies …

For every retail bank, the control over risks that originate from customer fluctuations is of
great importance. These fluctuations can occur in the number of active customers or their …

Purpose The purpose of this study is to examine the impact of the relationship quality on
customer loyalty. The moderating role played by online service recovery in this study is …

This research investigates the roles of brand equity and cognitive reappraisal in the
association between the perception of justice and loyalty via customer affection in a service …

Purpose The purpose of this study is to investigate the impact of dissatisfaction and anger,
driven by the failure of the self-service technology of banks, on customers' post-purchase …