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Hospitality-based critical incidents : a cross-cultural comparison

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Does social class matter in recovering self-service technology failures?

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Factors affecting memorability of service failures : a longitudinal analysis

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Customer responses to integrity issues for travel services in China : a content analysis based on online complaints

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Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms

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New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps

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Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry

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The effect of service failure severity on brand forgiveness : the moderating role of interpersonal attachment styles and thinking styles

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What may lead you to recommend and revisit a hotel after a service failure instead of complaining?

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