Table of contents - Special Issue: Service recovery and service continuity
Guest Editors: Steve Baron, Kim Harris, Dominic Elliott
The impact of perceived justice on consumers' emotional responses to service complaint experiences
Klaus Schoefer, Christine EnnewEmotional responses to complaint experiences have received limited research interest. The current paper seeks to address this gap by considering the role of perceived justice in…
The impact of choice on fairness in the context of service recovery
Anna S. Mattila, David CranageThe paper proposes introducing a new antecedent to service recovery – that is customers' choice over some components of the service delivery process. The authors also examined the…
Typologies of e‐commerce retail failures and recovery strategies
Lukas P. Forbes, Scott W. Kelley, K. Douglas HoffmanThe authors propose focusing on e‐commerce service failure and recovery through the presentation of failure and recovery strategies employed by e‐commerce service firms.
Antecedents and outcomes of service recovery performance in a public health‐care environment
Nicholas J. Ashill, Janet Carruthers, Jayne KrisjanousThis paper proposes investigating a model of service recovery performance in a public health‐care setting.
Business (not) as usual: crisis management, service recovery and the vulnerability of organisations
Denis SmithThis paper is concerned with an exploration of crises within the service sector. The paper proposes setting out a thesis that places “management”, as both a function and a…
When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining
Kate L. Reynolds, Lloyd C. HarrisProposes responding to earlier calls for further research into “fraudulent” or “feigned” customer complaints, and providing insights which explore and describe the motivations and…
Crisis management and services marketing
Dominic Elliott, Kim Harris, Steve BaronProposes exploring the opportunities for reciprocal learning between the fields of crisis management and services marketing, and stimulating research on crises experienced by…
Blending services and crises: a few questions and observations
Charles L. MartinProposes stimulating future thought and research among service scholars and practicing service marketers as to the relevance of crises and crisis management issues in the service…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum