This study was undertaken to investigate service failures relating to problems with the management of the servicescape. Of the 1,370 failure critical incidents collected, 123 were identified as servicescape failures. The three primary types of servicescape failures most likely to occur, listed...

Purpose – The authors propose focusing on e‐commerce service failure and recovery through the presentation of failure and recovery strategies employed by e‐commerce service firms. Design/methodology/approach – The authors employ the critical incident technique using 377 customer...

Purpose – This paper aims to explore whether demographic differences between diverse customers and service providers impact service failure and recovery perceptions. Design/methodology/approach – The critical incidents technique was used to gather data on service failures and recovery....

Purpose The purpose of this paper is to provide an evaluation of the findings first put forward in the article Tracking Service Failures and Employee Recovery Efforts with the benefit of hindsight, and to offer directions for further research and developments in the research area....