Background: The research presented here looks into ongoing problems with the package delivery services of a State parcel company, especially concerning damaged, wrongly delivered, late, and missing packages. These problems greatly affect customer satisfaction, so it is important to understand...

The Complaints Mechanism is the citizen-driven accountability tool of the European Investment Bank (EIB) Group.3 It offers a platform for individuals, communities and civil society organisations to raise their concerns about the EIB Group's projects and activities, enabling them to exercise...

Purpose: This study aimed to determine the effect of information-seeking, knowledge, purchasing behavior, and word-of-mouth on complaint behavior. Design/methodology/approach: This study was conducted in rural and urban areas of 28 provinces in Indonesia. The respondents in this study are...

The study aims to investigate the relationship between service failure recovery, customer recovery satisfaction, and attitude loyalty for airline industry. The author propose an experimentally determined model of service recovery based on the function of brand authenticity as a moderator in this...

Purpose This study aims to analyse how consumers' perceptions of justice in a service recovery scenario vary, not only due to the company's actions but also due to the comparisons they make with the experiences of other consumers. Design/methodology/approach Based on justice theory, social...

The pace of reforms in policing in India has been extremely sluggish. Despite recommendations made by various committees and directions given by the judiciary, legislatures at both central and state level have avoided introducing police reforms and continue to operate on colonial setups. The...

The online response to customer complaints (i.e., service recovery) is a central feature of modern organizations’ customer-focused performance management systems. Motivated by the lack of descriptive information related to complaint handling that can be used in assessing managerial...

The main objective of this research is to expand the satisfaction with complaint handling theory to the OTT (Over The Top) application by examining the perceptions of justice and trustworthiness factors affecting customer loyalty mediating role of satisfaction complaint handling. A quantitative...

Sharing economy has become a prominent business model that has been discussed in many previous studies, yet its consumer complaint behavior has not been sufficiently explored. Consumers' tolerance and overly positive review toward Partners have dominated studies in post-failure evaluation and...

Service robots are changing the nature of service delivery in the digital economy. However, frequently occurring service failures represent a great challenge to achieve service robot acceptance. To understand how different service outcomes in interactions with service robots affect usage...

Purpose - This paper investigated the impact of firms’ service recovery efforts on consumers’ desire to reciprocate and forgiveness in the hospitality industry of Pakistan. Additionally, this study examined the mediating role of perceived justice between service recovery efforts and their...

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...