Purpose – To determine the impact of service recovery on consumer evaluations of service delivery. Design/methodology/approach – An experiment investigated consumer responses to three dimensions of perceived fairness of recovery efforts: redress, responsiveness, and empathy/courtesy....

Purpose – The purpose of this conceptual paper is to show how a company can improve the interface by treating employees as customers and customers as employees. Design/methodology/approach – This article presents a conceptual model (reinforced with a review of extant literature and numerous...