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The purpose of this study is to investigate the perceived severity of service failure (PSSF) and service recovery strategies (SRSs) as antecedents of customer forgiveness (CF), customer reconciliation, negative word-of-mouth and re-patronage intention as outcomes across two Middle Eastern countries: Egypt and Oman.

A quantitative technique was used, using a questionnaire, to collect data from customers of the national airline companies of Egypt and Oman. The perspectives of 1,084 airline customers were analysed using partial least squares-structural equation modelling.

The results of this study show that service failure severity has a negative influence on the effectiveness of SRSs. In turn, proper SRSs strongly and positively affect both Egyptian and Omani CF. Furthermore, the findings of this study indicate that service failure habit plays an important role in increasing the negative influence of perceived service failure severity on Egyptian, but not Omani, CF. Overall, results suggest that CF differs considerably between Egyptians and Omanis.

This study developed and empirically examined a comprehensive conceptual model of the drivers and outcomes of CF of airline companies. This study provides academics with meaningful insights into how social and cultural differences between customers in different countries can result in sometimes dramatically different behaviours following a service failure.

本研究在埃及和阿曼两个中东国家调查了感知的服务失败严重性（PSSF）, 并将其作为服务恢复策略, 作为顾客宽恕, 顾客和解, 负面口碑和重购意向的前因变量。

本研究采用定量方法, 使用问卷调查, 从埃及和阿曼国家航空公司的顾客中收集数据。使用PLS-SEM分析了1084个航空公司客户的观点。

结果表明, 服务失败严重性对服务恢复策略的有效性有负面影响。相应地, 适当的服务恢复策略对埃及和阿曼顾客的宽恕度有强烈的积极影响。此外, 研究结果表明, 在埃及（而不是阿曼）的顾客中, 服务失败习惯对感知到的服务失败严重程度对宽恕的负面影响方面起着重要作用。总体而言, 结果表明, 埃及和阿曼顾客之间的顾客客户宽恕差异很大。

本研究开发并实证检验了航空公司顾客宽恕的驱动因素和结果的综合概念模型。本研究为学界提供了有意义的见解, 即了解不同国家/地区的顾客之间的社会和文化差异如何导致服务失败后出现截然不同的行为。

Este estudio analizó la gravedad percibida de los fallos del servicio de reclamaciones (PSSF) y quejas como antecedentes de respuesta a los clientes, la reconciliación con el mismo, el boca a boca negativo y la intención de patrocinio como resultados en dos países del Medio Oriente (MO): Egipto y Omán.

se empleó una técnica cuantitativa, utilizando un cuestionario, para recopilar datos de los clientes de las compañías aéreas nacionales de Egipto y Omán. Se analizaron las perspectivas de 1084 clientes de aerolíneas utilizando PLS-SEM.

los resultados muestran que la gravedad de los fallos en el servicio tiene una influencia negativa en la efectividad de las estrategias del servicio de reclamaciones. Asimismo, las estrategias de este tipo afectan fuerte y positivamente sobre la empatía de los clientes egipcios y omaníes. Además, los resultados indican que los fallos en el servicio de quejas, juega un papel importante en el aumento de la influencia negativa de la severidad percibida sobre el servicio y la consideración a la hora de perdonar por parte del cliente egipcio, pero no en el omaní. En general, los resultados sugieren que el perdón del cliente difiere considerablemente entre egipcios y omaníes.

el estudio se desarrolló y se implementó empíricamente sobre un modelo conceptual integrado de impulsores y resultados del perdón de los clientes de las compañías aéreas. El estudio brinda a los académicos información significativa sobre cómo las diferencias sociales y culturales entre los clientes en diferentes países pueden resultar en comportamientos a veces dramáticamente diferentes en los fallos en el servicio.

This paper aims to present a study of the role of prior start‐up experience as a source of learning in the entrepreneurial process. Three learning outcomes are examined with respect to a comparison between habitual and novice entrepreneurs: skills for coping with liabilities of newness, preference for effectual reasoning, and attitudes towards failure.

This is an empirical study based on statistical analysis conducted on a sample of 231 Swedish entrepreneurs that have started a new independent firm in 2004.

The findings suggest that habitual and novice entrepreneurs differ significantly with regard to several interesting aspects of the hypothesized dimensions.

The findings provide a better understanding of start‐up experience as a source of learning and its effects on the skills, preferences and attitudes of habitual entrepreneurs.

Previous research has suggested that prior start‐up experience is an important source of entrepreneurial learning, but has not put much effort into explaining how this particular type of experience influences various learning outcomes on an individual level. The present study advances these suggestions by showing how prior start‐up experience influences entrepreneurs' skills for coping with liabilities of newness, effectual reasoning and attitudes towards failures. Moreover, the study contributes to existing literature and research on entrepreneurial learning by developing explorative measures of individual learning outcomes that have been highlighted as influenced by prior experience in recent entrepreneurship research.

Although it has been argued that overconfidence can lead to failure (Hayward et al., forthcoming), business failure can undermine assumptions about the self that are integral to (1) confidence in one's decision-making accuracy and (2) the motivation to engage in tasks.

This paper aims to investigate the effect of factors that inhibit adoption of mobile payments service in India.

Based on the extant literature on mobile payment service and other related literature, factors were identified that drive consumer resistance toward its adoption. It engaged “innovation resistance theory” framework for understanding consumer resistance. The framework addressed five categories of barriers, namely, usage, value, risk, image and tradition that lead to negative perception of innovation, and therefore, induces positive impact on its resistance. Additionally, the study considered a few lesser investigated barriers (habitual use of cash, surveillance, technology) for the study, thus extending the existing theoretical framework. Hypotheses were framed, field data were collected and then analyzed using multivariate techniques.

Few interesting observations were made from the study. Usage, image and value barriers hindered adoption of mobile payment service. In case of men, usage, value and image were the primary barriers. For women, usage, image, habitual use of cash and technology acted as barriers that curbed mobile payments service adoption. Additionally, except risk, tradition and surveillance barriers, relationships of all other constructs with adoption intention were moderated by gender.

This research was limited to the views of the urban population in India who used mobile payments service. The results may vary across geographical contexts because of culture or socioeconomic differences.

The growth of mobile payment service has remained sluggish in India despite high levels of digitization. The study results will offer valuable insights to the Indian business managers and policymakers to identify what action plan needs to be instituted to make mobile payments service more attractive and acceptable to users.

This empirical study extended and tested the classical innovation resistance theory framework by adding three less studied barriers (surveillance, habitual use of cash and technology) in a developing nation, thus enriching the current literature on consumer resistance toward mobile payments. It also examined the moderating effect of gender on mobile payments service adoption.

In spite of the recognised significance of habitual entrepreneurship, enough is not known about the drivers that lead individuals to become habitual entrepreneurs. Drawing from Lazear’s theory of entrepreneurship, this paper addresses the specifics of habitual entrepreneurs in terms of different human capital-related factors, including breadth and diversity of experience and education. This paper aims to elucidate what makes some people habitual entrepreneurs.

In this empirical study on a broad data set (1,538 surveys), the authors juxtapose habitual entrepreneurs with ex-entrepreneurs who decided to give up and chose a salary job after running their first and only firm. The authors formulate four hypotheses that are tested by using a logit regression to model the probability of being a habitual entrepreneur vs giving up entrepreneurship and choosing a salary job.

The probability of being a habitual entrepreneur increases with the diversity of both managerial and professional experience, as well as with the breadth of education. In addition, entrepreneurial self-efficacy supports setting up more than one firm.

The findings actualise knowledge of whether habitual entrepreneurs are unique concerning their pools of human capital. They broaden the knowledge of the backgrounds of the decision to start up a business again.

This paper contributes to the current entrepreneurship discussion by offering an enhanced understanding of habitual entrepreneurship. The phenomenon of repeatedly engaging in entrepreneurship is a promising source of knowledge that enables us to better understand entrepreneurship. In addition, the authors verify and extend Lazear’s theory to a new group of entrepreneurs.

Previous research has predominantly focused on the meaning of prior entrepreneurial experience in the context of habitual entrepreneurship. To date, however, little is known about how previous experience affects the way in which several firms can be managed simultaneously. The purpose of this study is to examine entrepreneurial learning in the context of portfolio entrepreneurship and clarify how it is possible to manage several firms at the same time.

An exploratory study using a case method was conducted (Eisenhardt; Yin) by focusing on one portfolio entrepreneur. In this study, the case can be considered as unusual thus being suitable for a single‐case study. Data were collected through interviews and the entrepreneur also provided the researchers with a written description of the development and present situation of his entrepreneurial career.

This study proposes that failures may develop entrepreneurial knowledge as well as founding experiences. Development of entrepreneurial knowledge is viewed as leading to new ways of organizing and managing start‐up firms. Learning through previous experiences has strengthened entrepreneurial knowledge and contributed to the formation of the management team (MT). Without cooperation, delegation and sharing responsibilities, successful portfolio entrepreneurship would not have been realized. However, the results suggest that learning from failure is dependent on the entrepreneur's personal background.

This study seeks to bring new insight to portfolio entrepreneurship by concentrating on the entrepreneurial career of a well‐known Finnish entrepreneur by following the framework of Politis. In this case, a MT in each firm enabled effective control and management of the current firm portfolio. The study shows that in addition to the entrepreneurial team, the management teams can also have a significant role in the context of portfolio entrepreneurship although they have largely been ignored.

This purpose of this study was to investigate the negative impact of service failures on customer loyalty. More specifically, we examined the moderating role of affective commitment on post‐failure attitudes and loyalty intentions under two service failure conditions: a successful and poor service recovery. Our findings indicate that emotionally‐bonded customers might feel “betrayed” when a service failure occurs, thus resulting in sharp decrease in post‐recovery attitudes. Conversely, this negativity effect was limited to poor service recovery among consumers with low affective commitment. Customers with lower levels of emotional bonding with the service provider were more “forgiving” when the service recovery was effectively handled. Poor service recovery led to more ambivalent post‐failure attitudes irrespective of the degree of affective commitment between the customer and the service provider. Finally, the results suggest that affective commitment might reduce the spill‐over effects of service failures to future loyalty behaviors. The implications for retention management strategies are briefly discussed.

Investigates the differences in protocols between arbitral tribunals and courts, with particular emphasis on US, Greek and English law. Gives examples of each country and its way of using the law in specific circumstances, and shows the variations therein. Sums up that arbitration is much the better way to gok as it avoids delays and expenses, plus the vexation/frustration of normal litigation. Concludes that the US and Greek constitutions and common law tradition in England appear to allow involved parties to choose their own judge, who can thus be an arbitrator. Discusses e‐commerce and speculates on this for the future.

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 and the influence of consumer gender in a hotel recovery process.

Using experimentation methodology applied to the hotel sector, the authors present four scenarios in a 2 × 2 (interpersonal justice/no interpersonal justice, prior experience/no prior experience) design with a sample of 352 consumers.

The results obtained highlight the importance of interpersonal justice in a situation of service failure and the influence that prior experience and gender exert in the context of the hospitality industry. The study provides empirical evidence that, in a service failure setting, behavioural intentions (word of mouth, third-party complaints and intention to revisit) are conditioned by three different consumer characteristics, one affective (perceived interpersonal justice of the service provided), one cognitive (knowledge as a result of prior experience) and one socio-demographic (gender, important because of the differences between male and female consumer behaviour).

This study proposes using the social cognitive theory in a service recovery process within a hospitality industry context. This theory has been successfully exploited in different areas, but in marketing research (especially in studies about service failure and recovery), it has not been applied. However, its use in marketing is particularly interesting because, through the consideration of three variables (perceived interpersonal justice, prior experience and consumer gender), the service provider could obtain knowledge from consumers interactions to help develop a better and more successful recovery system.

This research investigates new innovative service models that provide opportunities for hearing and deaf individuals to switch roles within a co-created service encounter to allow for an enhanced perspective-taking experience. The purpose of this paper is to gain an in-depth understanding of deaf individuals’ experience working within such models using their preferred language, American sign language, to interact with a primarily hearing-majority customer base.

Data were collected for two studies through qualitative depth-interviews with both the deaf service employees and the hearing-majority customers from a North American restaurant founded on this innovative service model.

Results of these studies yield new insights into understanding the value generated for both the minority and majority populations within this co-creation platform. Notably, the deaf employees primarily recognize the transformative value derived from this service experience, whereas the hearing customers note the missing habitual value elements to which they are accustomed in traditional service encounters that inhibit repatronage intentions.

This is the first study to investigate the interpersonal service experience of deaf and hearing individuals within these emerging service models. Further, this research represents an initial attempt to explore a co-creative service experience between two different cultures, the deaf-minority and hearing-majority populations, with differing levels of ability.