Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

This study investigated the relationships between complaint handling, customer experience,
and customer engagement, as well as the moderating effect of customer trust prior to a …

One example of the rapid growth in E-commerce in the Internet era is the use of the Internet
to make airline e-ticket (AET) purchases. Companies selling airline tickets must promote …

This study aims to fill an important research gap in customer management, namely, the
extent to which customer engagement arises as a consequence of an effective complaint …

After service failure situations, firms often carry out transactional activities to achieve
customer recovery (CR), using corrective actions to restore the exchange (eg, economic and …

Purpose–The purpose of this paper is, first, to analyze the direct effects of the relationship
chain “causal attributions and recovery efforts→ satisfaction with service recovery→ …

The current research examines the difference between strong self-relevant (SR) customer-
brand relationships (as represented by brand identification and self-brand connection) and …

Purpose The aim of this study is two-fold. Firstly, to examine the outcomes of co-creation
from a customer perspective using well-recognised customer management variables …

This article aimed to investigate the effectiveness of service recovery strategies in a public
organization. Justice theory and cognitive appraisal theory were used to develop …

Purpose Customer forgiveness is gaining importance in service recovery. This study
debates that service firm employees and the customers' relations are supportive resources …