| 1513531 |
The impact of perceived justice on consumers' emotional responses to service complaint experiences
Klaus Schoefer, Christine Ennew
(pp. 261-270)
Keywords:
Justice,
Perception,
Service failures,
Service improvements,
Tourism
ArticleType: Research paper
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(147 KB)
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| 1513532 |
The impact of choice on fairness in the context of service recovery
Anna S. Mattila, David Cranage
(pp. 271-279)
Keywords:
Compensation,
Consumer behaviour,
Customer satisfaction,
Justice
ArticleType: Research paper
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(783 KB)
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| 1513533 |
Typologies of e-commerce retail failures and recovery strategies
Lukas P. Forbes, Scott W. Kelley, K. Douglas Hoffman
(pp. 280-292)
Keywords:
Critical incident technique,
Electronic commerce,
Service failures
ArticleType: Research paper
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(218 KB)
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| 1513534 |
Antecedents and outcomes of service recovery performance in a public health-care environment
Nicholas J. Ashill, Janet Carruthers, Jayne Krisjanous
(pp. 293-308)
Keywords:
Employees,
Health services,
Service failures,
Service improvements
ArticleType: Research paper
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(227 KB)
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| 1513535 |
Business (not) as usual: crisis management, service recovery and the vulnerability of organisations
Denis Smith
(pp. 309-320)
Keywords:
Performance management,
Service failures,
Service improvements,
Service industries
ArticleType: Conceptual paper
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(556 KB)
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| 1513536 |
When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining
Kate L. Reynolds, Lloyd C. Harris
(pp. 321-335)
Keywords:
Complaints,
Consumer behaviour,
Critical incident technique,
Fraud,
Service failures
ArticleType: Research paper
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(206 KB)
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| 1513537 |
Crisis management and services marketing
Dominic Elliott, Kim Harris, Steve Baron
(pp. 336-345)
Keywords:
Consumer behaviour,
Disasters,
Service failures,
Services marketing
ArticleType: Conceptual paper
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(178 KB)
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| 1513538 |
Blending services and crises: a few questions and observations
Charles L. Martin
(pp. 346-350)
Keywords:
Contingency planning,
Disasters,
Leadership,
Service improvements,
Service industries
ArticleType: Viewpoint
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(78 KB)
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