Purpose – The purpose of this paper is to present results from an empirical study of various service recovery designs. When service failures occur, service recovery is the primary way a firm can retain its customers and minimize the costs associated with customer defection and negative word of...

Purpose – Through means of an empirical study of service recovery in US retail banking this paper aims to examine the link between satisfaction and various recovery strategies. Design/methodology/approach – A total of 310 bank customers responded to a survey addressing customer demographics,...

This paper is focused on service failure and recovery in the hotel industry in the UK. The objectives of the research were to: assess the types and magnitude of service failures experienced by hotel guests; evaluate the service recovery strategies used by hotels and their effectiveness; and...

Purpose – Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the...

Purpose – Emotional responses to complaint experiences have received limited research interest. The current paper seeks to address this gap by considering the role of perceived justice in the elicitation of differential emotions following complaint‐handling experiences....

Purpose – This paper proposes investigating a model of service recovery performance in a public health‐care setting. Design/methodology/approach – Frontline hospital staff (administrative and nursing staff) representing a range of out‐patient departments/clinics in a New Zealand...

Purpose – This paper is concerned with an exploration of crises within the service sector. The paper proposes setting out a thesis that places “management”, as both a function and a process, at the centre of crisis generation and response rather than simply in terms of “continuity...