Purpose – To examine the role of explanations in influencing customer perceptions of service failures, this study investigated the impact of two types of explanations: retrospective excuses and anticipatory excuses on customers' fairness perceptions and their tipping behaviors....

Purpose – The purpose of this paper is to examine cognitive and affective antecedents and consequences of satisfaction in the context of hedonic services. Design/methodology/approach – Two studies were conducted using hedonic services. The study sample was composed of 400 visitors to two...

Purpose – This study aims to examine the role of environmentally induced stimulation in influencing impulse buying. In addition, the authors seek to investigate the impact of two social factors (perceived crowding and employee friendliness) on unplanned purchases. Design/methodology/approach...

Purpose – Trust in corporate governance is at an all time low due to well‐documented corporate scandals such as Enron, Martha Stewart and excessive CEO compensation practices, to mention but a few. Yet relatively little is known about how companies can repair trust once a trust violation has...

Purpose – This paper aims to examine the benefits of letting customers choose among compensation methods following a service failure. The author is also interested in the role of gender in influencing satisfaction with the compensation method and post‐recovery emotions....

Purpose – The purpose of this paper is to examine the impact of culture (Western versus East Asian) on customers' perceived informational fairness of several types of failure explanations – excuse, justification, reference, and apology. It also seeks to examine whether informational fairness...

This study was developed to shed some light on the role of culture and purchase motivation in influencing consumers’ evaluations of services. More specifically, the goal was to contrast Asian and Western travelers’ perceptions of brief, routine‐type service encounters in a hotel context....

Purpose This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were examined. Design/methodology/approach An online survey was used to collect 311 actual episodes of consumer envy....

Purpose The purpose of this study is to examine how gratitude appeals and consumers’ sense of power jointly influence customer engagement in a service firm’s corporate social responsibility (CSR) initiatives. Based on previous literature, the authors propose that power moderates the effect...

Purpose To enhance customer experiences, firms are increasingly adding human-like features to their self-service technology (SST) machines. To that end, the purpose of the present study is to examine customer interactions with an anthropomorphic machine in a service failure context....