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...

This study examines the influencing value factors of Artificial Intelligence (AI)-based self-service technology delivery, self-service customer experience, and outcomes based on customer value theory and trust-commitment theory. This study adopted a quantitative research approach. Four hundred...

The study aims to investigate how corporate social responsibility (CSR), service recovery effort, severity of service failure, and ethnocentrism affect service recovery satisfaction and airline brand equity among Malaysia Airlines passengers. Additionally, it explores how ethnocentrism moderates...