Purpose: The purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice, recovery satisfaction and overall satisfaction, customer trust and customer loyalty. Furthermore, the research...

Purpose: The purpose of this paper is to investigate the effects of explanation and compensation, as specific accommodative management responses to negative online customer reviews, on potential customers. Design/methodology/approach: The scenario-based online experiment with 306 participants...

Purpose: The purpose of this paper is to develop and test an integrated conceptual framework using construal level theory (CLT) to explain the differences in the effects of process and outcome service attributes on overall service evaluation and customer satisfaction based on consumption...

Purpose: The development of self-service technologies, while intended to better serve customers by offering them autonomy, has created situations in which individuals may require additional help. The purpose of this paper is to explore perceptions of chat as an assistance channel, to identify...

Purpose: The purpose of this paper is to identify and explore potential applications of cyborgian technologies within service contexts and how service providers may leverage the integration of cyborgian service actors into their service proposition. In doing so, the paper proposes a new...

Purpose: The purpose of this paper is to investigate how nonprofit service providers can better engage their customers through online communication. It identifies two communication styles and three communication functions, and examines their impact on customer commenting, customer liking and...

Purpose: The purpose of this paper is to explore the mediation impacts of core, relational and tangible service-quality features on the relationship between customer–frontline employee rapport and customer dependency in an emerging market context. The study examines the moderating effects of...

Purpose: The purpose of this paper is to examine the impact of a customer engagement-enabling platform on a value captured by the firm and value acquired by the customer. It explores the relevance of relational and expertise value for customers during the engagement process so as to ensure...

Purpose: The purpose of this paper is to examine the influence mechanism of waiting time on customer satisfaction based on first impression bias, which explains how customers’ perceived service-entry waiting time (PSWT) influences their first impression of service staff and satisfaction in...