Purpose – The objective of this paper is to test the validity and reliability of a SOS construct and its dimensions (i.e. self, other and situational) of negative emotions in the context of consumers' service experience (CSE) and the following processes of service recovery by firms (SRF)....

Purpose – The purpose of this paper is to describe the “scientific identity” of the “top” research journals in the broader discipline of marketing by examining the methodological approaches and the geographical affiliations of authors published in selected journals....

Purpose – The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital. Design/methodology/approach – A descriptive, convenience sampling survey method was used to collect data in South Africa...