Purpose The COVID-19 pandemic interrupts the supply chain of products around the world. The supply chains of beauty and personal care products in Bangladesh are also heavily interrupted during this pandemic. While these products are perceived as essential by mass people, retailers are struggling...

Purpose – The aim of this study is to examine the role of level of failure severity and recovery efforts in customer response behavior. Specifically, the paper investigates how severity of failure influence the relationship between recovery efforts and outcome variables of recovery...