Do Customer Complaints Differ by Restaurant Types? Evidence from Online Reviews by Mustafa Ülker, Çağrı Sürücü, Pembe Ülker

Subjects: “…service failure…”
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Exploring customers' reuse intention to robots under different service failures: A mind perception perspective by Dewen Liu, Jieqiong Zhang, Jiali Qi

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The impact of intelligent robot service failures on customer responses --a perspective based on mind perception theory by Mengting Gong, Aimei Li, Junwei Zhang

Subjects: “…intelligent robot service failure…”
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Understanding and Responding to the Complaining Behaviors of Restaurant Customers from Collectivist Cultures by Bendegul Okumus

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What went right and what went wrong in my cellar door visit? A worldwide analysis of TripAdvisor’s reviews of Wineries & Vineyards by Elena Barbierato, Iacopo Bernetti, Irene Capecchi

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The importance of social comparison in perceived justice during the service recovery process by Óscar Aguilar-Rojas, Carmina Fandos-Herrera, Alfredo Pérez-Rueda

Subjects: “…Service failure…”
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Does ethnocentrism work? Evaluating the effect of airlines service recovery strategies on airline brand equity by Nor Asiah Omar, Nur Aqilah Hazirah Mohd Anim, Taslima Jannat, Muhamad Azrin Nazri, Syed Shah Alam, Hafizah Omar Zaki

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Regression Analysis to Identify Relationship between Service Failure, Service Recovery, Customer Satisfaction and Loyalty in Food Delivery Platform by You-Jie Huang, Shu-Chia Chang, Yi-Shin Lin, Ho-Yi Chan, Wei-Ting Chang

Subjects: “…service failures…”
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The Healing Power of Forgiveness: How Failure Severity Moderates the Effect of Emotions on Forgiveness and Behavioural Intentions by Engin Tengilimoğlu

Subjects: “…service failures…”
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