Journal of Services Marketing: Volume 19 Issue 5

The impact of perceived justice on consumers' emotional responses to service complaint experiences

Klaus Schoefer, Christine Ennew

Emotional responses to complaint experiences have received limited research interest. The current paper seeks to address this gap by considering the role of perceived justice in…

The impact of choice on fairness in the context of service recovery

Anna S. Mattila, David Cranage

The paper proposes introducing a new antecedent to service recovery – that is customers' choice over some components of the service delivery process. The authors also examined the…

Typologies of e‐commerce retail failures and recovery strategies

Lukas P. Forbes, Scott W. Kelley, K. Douglas Hoffman

The authors propose focusing on e‐commerce service failure and recovery through the presentation of failure and recovery strategies employed by e‐commerce service firms.

Antecedents and outcomes of service recovery performance in a public health‐care environment

Nicholas J. Ashill, Janet Carruthers, Jayne Krisjanous

This paper proposes investigating a model of service recovery performance in a public health‐care setting.

Business (not) as usual: crisis management, service recovery and the vulnerability of organisations

Denis Smith

This paper is concerned with an exploration of crises within the service sector. The paper proposes setting out a thesis that places “management”, as both a function and a…

When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining

Kate L. Reynolds, Lloyd C. Harris

Proposes responding to earlier calls for further research into “fraudulent” or “feigned” customer complaints, and providing insights which explore and describe the motivations and…

Crisis management and services marketing

Dominic Elliott, Kim Harris, Steve Baron

Proposes exploring the opportunities for reciprocal learning between the fields of crisis management and services marketing, and stimulating research on crises experienced by…

Blending services and crises: a few questions and observations

Charles L. Martin

Proposes stimulating future thought and research among service scholars and practicing service marketers as to the relevance of crises and crisis management issues in the service…