Synthesizing Negative Critical Incidents: Integration of Service Failure–Recovery and Brand Transgression Streams: An Abstract

2020 ◽  
pp. 327-328
Author(s):  
Mansur Khamitov ◽  
Yany Grégoire ◽  
Anshu Suri
Keyword(s):  
Critical Incidents ◽  
Service Failure ◽  
Failure Recovery ◽  
Brand Transgression

scholarly journals A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights

2019 ◽  
Vol 48 (3) ◽  
pp. 519-542 ◽  
Author(s):  
Mansur Khamitov ◽  
Yany Grégoire ◽  
Anshu Suri
Keyword(s):  
Systematic Review ◽  
Service Failure ◽  
Failure Recovery ◽  
Brand Transgression

A Study on the Service Failure Recovery Involving Airline Cabin Service : Focusing on K-Airline Customer Case

2018 ◽  
Vol 19 (3) ◽  
pp. 189-206
Author(s):  
Yoon Jin Kim ◽  
Don Hee Lee
Keyword(s):  
Service Failure ◽  
Failure Recovery

Service failure recovery in China

2004 ◽  
Vol 16 (5) ◽  
pp. 279-286 ◽  
Author(s):  
Vincent P. Magnini ◽  
John B. Ford
Keyword(s):  
Service Failure ◽  
Failure Recovery

Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice

2006 ◽  
Vol 23 (3) ◽  
pp. 263-277 ◽  
Author(s):  
Paul G. Patterson ◽  
Elizabeth Cowley ◽  
Kriengsin Prasongsukarn
Keyword(s):  
Service Failure ◽  
Value Orientation ◽  
Failure Recovery ◽  
Cultural Value ◽  
Individual Level ◽  
Cultural Value Orientation

scholarly journals Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery

2018 ◽  
Vol 10 (12) ◽  
pp. 4548 ◽  
Author(s):  
Yuan-Shuh Lii ◽  
May-Ching Ding ◽  
Chih-Huang Lin
Keyword(s):  
Service Providers ◽  
Service Failure ◽  
Service Recovery ◽  
Relative Effect ◽  
Failure Recovery ◽  
Organizational Legitimacy ◽  
Consumer Trust ◽  
Citizenship Behavior ◽  
Interpersonal Justice ◽  
Consumer Citizenship

This paper investigates the relative effect of anticipatory justice on organizational legitimacy and consumer trust that further leads to consumer citizenship behavior following service failure recovery in Taiwan. Further, the moderating role of sustainable corporate social responsibility (CSR) practices is explored. A causal relationship and survey design with a valid sample of 269 respondents was applied. Findings indicated that organizational legitimacy and consumer trust can be restored through anticipatory justice, in particular interpersonal justice and then further mediated consumer citizenship behavior. As a moderator, a high level of sustainable CSR practices had a significantly stronger effect on anticipatory justice and organizational legitimacy than the low level one but only had an effect on interpersonal justice and consumer trust after service recovery. Practical implications are provided for service providers. The value of this research proposes an integrated model with organizational legitimacy and sustainable CSR practice that has not yet been tested in the model of service recovery. In addition, sustainable CSR practice is proposed as a moderator (high and low) that is compared in the level of strength of the relationships. This moderation effect has not been found previously in the process of service recovery.

Service Failure Recovery

2016 ◽  
pp. 181-196
Keyword(s):  
Service Failure ◽  
Failure Recovery
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