Purpose – The purpose of this paper is to present results from an empirical study of various service recovery designs. When service failures occur, service recovery is the primary way a firm can retain its customers and minimize the costs associated with customer defection and negative word of...

Purpose – The purpose of this paper is to introduce enterprise portals and show their ability to provide integrated services in the local government domain. Design/methodology/approach – This paper describes the development and early stage deployment of enterprise portals within two country...

Purpose – Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the...

Purpose – Through means of an empirical study of service recovery in US retail banking this paper aims to examine the link between satisfaction and various recovery strategies. Design/methodology/approach – A total of 310 bank customers responded to a survey addressing customer demographics,...

Purpose – Emotional responses to complaint experiences have received limited research interest. The current paper seeks to address this gap by considering the role of perceived justice in the elicitation of differential emotions following complaint‐handling experiences....

Purpose – This paper proposes investigating a model of service recovery performance in a public health‐care setting. Design/methodology/approach – Frontline hospital staff (administrative and nursing staff) representing a range of out‐patient departments/clinics in a New Zealand...

Purpose – This paper is concerned with an exploration of crises within the service sector. The paper proposes setting out a thesis that places “management”, as both a function and a process, at the centre of crisis generation and response rather than simply in terms of “continuity...

Purpose – Proposes stimulating future thought and research among service scholars and practicing service marketers as to the relevance of crises and crisis management issues in the service sector. Design/methodology/approach – This article offers the author's perspective of the issues...

Based on the proposition that deprivation of control is a key instigator of attribution thoughts, this study explores cross‐national variations in consumers' formation and consequences of attributions on dissatisfying service encounters. We hypothesize that variations in the stage of economic...

This paper is focused on service failure and recovery in the hotel industry in the UK. The objectives of the research were to: assess the types and magnitude of service failures experienced by hotel guests; evaluate the service recovery strategies used by hotels and their effectiveness; and...