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 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...