Many scholars and service practitioners perceive service recovery as an important means to retain customer after service failures, but in practice many service recovery efforts are unsuccessful. Studies on service recovery suggest that recovery activities are the core process of service...

Chinese manufacturing has recently been plagued by a raft of product safety problems such as melamine-tainted milk, lead-tainted toys, toxic toothpaste, defective tyres, and fake medicines. A probable cause of these incidents is a lack of business ethics in the suppliers concerned. In the...