Purpose The purpose of this paper is to review the service quality (SQ) literature in order to
understand issues involved in its conceptualization and operationalization …

With businesses under increasing pressure to provide excellent customer service,
postfailure recovery strategies have become critical for long‐term customer satisfaction and …

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

This research examines the mitigation of damaged trust stemming from supplier-induced
disruptions. We used the critical incident technique on 302 buying firms in China to capture …

Lack of empathy is the key reason why chatbots cannot effectively handle service problems.
Empathy consists of affective and cognitive components. Existing studies primarily …

The academic and professional BPM discipline is concentrated on process performance and
conformance. However, changing consumer demand patterns, ESG requirements and …

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 …

Purpose Previous research suggests that the compensation offered to customers after a
service failure has to be substantial to make customer satisfaction surpass that of an error …

Purpose This paper aims to use equity theory to develop and test a model of the dynamics of
service recovery in the homesharing context. Design/methodology/approach Using a …

Interactional justice (eg, empathy) plays a crucial role in service recovery. It relies on human
social skills that would prevent it from automation. However, several considerations …