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Articles (190)

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1-10 of 190 results for service failures and recovery

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Select article: Reexamining Recovery Paradox Effects and Impact Ranges of Service Failure and Recovery

Retricted access

Research article

First published 2003-11

Reexamining Recovery Paradox Effects and Impact Ranges of Service Failure and Recovery

Haemoon Oh

Journal of Hospitality & Tourism Research

Select article: Recovery Voice and Satisfaction After Service Failure

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Research article

First published 2007-11

Recovery Voice and Satisfaction After Service Failure

Kiran Karande, Vincent P. Magnini, Leona Tam

Journal of Service Research

Select article: Service Failure Recovery Efforts in Restaurant Dining: The Role of Criticality of Service Consumption

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Research article

First published 1996-5

Service Failure Recovery Efforts in Restaurant Dining: The Role of Criticality of Service Consumption

D.S. Sundaram, Claudia Jurowski, Cynthia Webster

Journal of Hospitality & Tourism Research

Select article: Robot service failure and recovery: Literature review and future directions

Open access

Review article

First published 2023-7

Robot service failure and recovery: Literature review and future directions

Dewen Liu, Changfei Li, Jieqiong Zhang [...]

International Journal of Advanced Robotic Systems

Select article: The Impact of Failure Severity,Prior Failure,and Company Control on Service Recovery Outcomes

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Research article

First published 2011-8

The Impact of Failure Severity,Prior Failure,and Company Control on Service Recovery Outcomes

Teresa K. Betts, Matthew S. Wood, Suresh K. Tadisina

Journal of Leadership & Organizational Studies

Select article: The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes

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Research article

First published 2000-11

The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes

Michael A. McCollough

Journal of Hospitality & Tourism Research

Select article: Service failures and recovery actions in the hotel industry: A text-mining approach

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Other

First published 2011-7

Service failures and recovery actions in the hotel industry: A text-mining approach

Myong Jae Lee, Neha Singh, Eric S.W. Chan

Journal of Vacation Marketing

Select article: The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery

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Research article

First published 2019-2

The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery

Arne K. Albrecht, Tobias Schaefers, Gianfranco Walsh [...]

Journal of Service Research

Select article: To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

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Research article

First published 2021-8

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

Sungwoo Choi, Anna S. Mattila, Lisa E. Bolton

Journal of Service Research

Select article: The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction

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Research article

First published 2019-7

The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction

Xun Xu, Wenhui Liu, Dogan Gursoy

Journal of Travel Research

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