Purpose – Service robots are now an integral part of our living and working environment, making them one of the hot topics for service researchers today. Against this background, this paper reviews the recent service robot literature following a Theory-Context-Characteristics-Methodology...

For virtually all firms, the means of generating shareholder value comes by having customers consistently come back. The measurement of customer satisfaction and repurchase intention is therefore critical to managers and researchers. Unfortunately, recent research studying the effect that 1)...

Purpose – Services recoveries following service failures not only imply customer recovery opportunities in which customer-company relationships can be restored, they can also result in process improvements (i.e. process recoveries in literature). This paper seeks to identify the additional...