Respondents from five Asian countries were surveyed in terms of their consumer ethnocentrism, animosity, and attribution towards the USA and Japan in the context of the Asian economic crisis. The results indicated that the more severely hit a country was, the more ethnocentric respondents were....

Purpose: While within-firm service failure and recovery have been studied extensively, the context in which a service failure at one firm “spills over” and provides an opportunity for an external firm (a subsequent service provider) to recover (compensate) a customer has received limited...