Purpose This paper aims to use a concurrent mixed method approach to explore the key variables that can influence customer experience at a food and wine event. Design/methodology/approach A concurrent mixed methods approach, using a participant-generated image (PGI) method, together with a...

Purpose – This study aims to investigate if, when, and how the use of four different types of explanations affect customer satisfaction after a service failure. Design/methodology/approach – The study used written scenarios of a hypothetical service failure to manipulate explanation type,...