Purpose – The purpose of this paper is to extend thinking on service recovery processes and satisfaction with service recovery, using multi‐dimensional consumer outcomes. The objective of the work was to propose that satisfaction with service recovery should be based on customers'...

This study proposes a post-adoption model of advanced mobile services (AMS) emphasizing relationships between actual use and its antecedents: service ubiquity and experiential value. The study examines intrinsic and extrinsic motivational beliefs as mediators between service ubiquity and...