Customer loyalty has become the most important goal of companies' logistics and supply
chain divisions. In a Muslim country such as Indonesia, halal products have the potential …

Purpose The intention-behavior gap that occurs when one's actions do not align with their
intentions has been the topic of interest of many researchers. However, the effects of the …

Purpose The purpose of this study/paper is first to determine the impact of perceived
recovery justice (PRJ)(as a second-order construct) on recovery satisfaction and repurchase …

Abstract Service recovery performance has been identified as a key component for positive
organizational outcomes and organizational success. Therefore, it is crucial to investigate …

Purpose The service recovery literature provides little guidance to firms on how users of self-
service technology (SST) perceive assistance provided by human and non-human service …

Tourist misbehavior is well documented in the literature and has predominantly focused on
the visible, major, or felonious forms of deviance, such as vandalism, violence, or theft. We …

Disrespectful tourist behavior is rampant and has jeopardized the sustainability of many
destinations. Despite the prevalence and detrimental impact of such behavior, existing …

Purpose The purpose of this paper is to examine the relationships among the experiential
quality (EQ) dimensions, experiential satisfaction (ES), experiential involvement (EI), host …

In recent decades, interest has grown in understanding the mechanisms of service recovery
performance (SRP) in the hospitality industry. This study introduces an interactive …

Purpose Based on cost of quality (CoQ) research, this study aims to highlight the importance
of incorporating the costs to customers in contributing to service quality when examining …