Purpose – The purpose of this paper is to investigate the contingency factors affecting performance measurement in the service context. The paper aims to review the literature on performance measurement and synthesize it to a framework that creates a basis for analyzing measurement practices...

Purpose – Failures represent an important source of variability in service operations and a major performance challenge. As a consequence, the effective management of failures is a prerequisite to achieve lean services. The purpose of this paper is to focus on the operational perspective of...

Purpose – This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a commercial banking environment. Design/methodology/approach – A conceptual framework encompassing th\e...

Purpose – Consumers use cues to assess whether a recovery is effective. Prior literature on service recovery has focused mainly on individual-related factors. This paper aims to study how other consumers in the same failure and recovery influence an individual consumer to evaluate the firm ' s...

Purpose – The purpose of this study is to determine how a failure in the treatment received by consumers influences their intention to revisit a hotel, to recommend a hotel or to complain to a third party. The authors analyse perceived interpersonal justice, the role played by past encounters...

Purpose This study aims to identify the influences that lead to better memorability of a service by focusing on type of service failure, recovery condition and frequency of occurring. Design/methodology/approach This study used a quasi-experimental design in which customers answered questions...

Purpose The purpose of this paper is to review the literature on public service failure and develop a research agenda for studying public service failure alongside private service failure. The general services management literature has devoted relatively little attention to public services,...

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,...

Purpose – This study seeks to examine perceived corporate social responsibility (CSR) with a focus on ethical and legal questions, related to the constructs such as recovery satisfaction, customer trust, and loyalty after a service failure. Design/methodology/approach – An empirical test was...