Can Loyal Customers Tolerate Service Failure? The Moderating Roles of Service Failure Severity and Transaction Frequency in a B2B Context

The Research on the Impact of Service Failure Severity on Customer Service Failure Attribution in the Network Shopping

In recent years, the rapid development of electronic commerce in China has made online shopping one of the most important shopping ways. However, there are more and more service failures on online shopping, and complaints about them are increasing, which will hinder the development of e-commerce in China. After service failure occurring, customers are going to decide the parties who are respons...

the effect of service failure and service recovery strategies on customer behavioral

service failure can put companies out of business if attention is not paid to this problem. the purposes of this study were to investigate the explanatory relationships between hotel guests’ perceptions of (a) service failure; (b) service recovery strategies in each service failure situation and behavioral intentions. this study explained the components of service recovery strategies used when ...

The Effect of Service Recovery on Customers’ Secondary Satisfaction in Banking Industry by Considering the Roles of Emotions

In recent years, a significant factor for success of service industry is the rate of meeting customers’ expectation and after service recovery satisfaction especially in banking system. The aim of this study is to fill the existing gaps in the marketing literature by providing a comprehensive model to examine the impacts of perceived justice on secondary satisfaction through the mediating role ...

Strategy Formulation for Service Failure Recovery, Using Mixed Research Method

The purpose of this study is to explain the strategies affecting the failure recovery in significant services which researches had previously disregarded. Since more than half of the total global wealth comes from the service sector, this study gains importance. Service failures and failed recoveries are among the leading causes of customer switching behavior from service organizations. The exi...

Exploring innovation driven value creation in B2B service firms: The roles of the manager, employees, and customers in value creation