Background: The research presented here looks into ongoing problems with the package delivery services of a State parcel company, especially concerning damaged, wrongly delivered, late, and missing packages. These problems greatly affect customer satisfaction, so it is important to understand...

The study addresses the recovery from service failures in online banking. It focuses on the three dimensions of perceived recovery justice - namely, distributive justice (DJ), procedural justice (PJ), and interactional justice (IJ) - and investigates their impact on post-recovery satisfaction...

The 2024 Complaints Mechanism Annual Report highlights the key achievements of the European Investment Bank (EIB) Group's accountability mechanism in addressing public concerns related to EIB-financed projects and activities. With 113 cases handled and 80 closed in 2024 - a 33% increase from the...

Purpose This study aims to analyse how consumers' perceptions of justice in a service recovery scenario vary, not only due to the company's actions but also due to the comparisons they make with the experiences of other consumers. Design/methodology/approach Based on justice theory, social...

The Complaints Mechanism is the citizen-driven accountability tool of the European Investment Bank (EIB) Group.3 It offers a platform for individuals, communities and civil society organisations to raise their concerns about the EIB Group's projects and activities, enabling them to exercise...

Purpose: This study aimed to determine the effect of information-seeking, knowledge, purchasing behavior, and word-of-mouth on complaint behavior. Design/methodology/approach: This study was conducted in rural and urban areas of 28 provinces in Indonesia. The respondents in this study are...

Previous research on customer loyalty primarily viewed it within the framework of constructs at the individual level of analysis. Consequently, prior research has ignored service recovery performance and customer loyalty nested within the branch-level studies of retail banks. However, this...

The study aims to investigate the relationship between service failure recovery, customer recovery satisfaction, and attitude loyalty for airline industry. The author propose an experimentally determined model of service recovery based on the function of brand authenticity as a moderator in this...

Service robots are changing the nature of service delivery in the digital economy. However, frequently occurring service failures represent a great challenge to achieve service robot acceptance. To understand how different service outcomes in interactions with service robots affect usage...

The online response to customer complaints (i.e., service recovery) is a central feature of modern organizations’ customer-focused performance management systems. Motivated by the lack of descriptive information related to complaint handling that can be used in assessing managerial...

In 2013, the U.S. Consumer Financial Protection Bureau released a database of consumer complaints filed against banks under its supervision (“CFPB banks”). We find that after the disclosure, rival banks exhibit a greater increase in mortgage approval rates in markets with more intensive...

This paper examines product return policies in an environment in which consumers differ by the return costs they experience themselves and impose on firms. We examine how firms use information about consumer return costs to customize product return payments, prices, and whether to permit returns...

Retaining complaining customers and preventing complaint churn has been a topic of interest for scholars and businesses, yet research suggests there is ample room for both theoretical and managerial improvements. With the goal of understanding why complainers leave and what firms can do to...

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

Purpose - This paper investigated the impact of firms’ service recovery efforts on consumers’ desire to reciprocate and forgiveness in the hospitality industry of Pakistan. Additionally, this study examined the mediating role of perceived justice between service recovery efforts and their...