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The purpose of this paper is to present results from an empirical study of various service recovery designs. When service failures occur, service recovery is the primary way a firm can retain its customers and minimize the costs associated with customer defection and negative word of mouth. While researchers concur on the importance of service recovery in retaining customers, recommendations on implementation differ considerably. Consequently, actual service recovery design and results vary widely among practitioners.

The method employed uses an experimental design, employing controlled scenario manipulations.

This paper examines two issues that offer possible explanations for the variation in previous research results: elements of service recovery system design that make a difference and degree of primary failure. An additional issue, research methodology, may also contribute to variations in research results and is likewise addressed.

In failed service encounters, the degree of failure significantly affects customer satisfaction and loyalty. Both psychological and tangible factors are important contributors to service recovery satisfaction.

This study builds upon previous research and fills previous gaps by being the first study to experimentally test the impact that varying service recovery design has on recovery success within environments of varying levels of degree of failure.

The purpose of this paper is to investigate how cultural values influence the entrepreneurial process. It conceptualises the relationship between post-materialistic values and entrepreneurial intention to explain low entrepreneurial activity.

The study was conducted in Saudi Arabia with non-entrepreneurs. An online survey returned 405 valid questionnaires, representing a 27 per cent response rate. The data were analysed using partial least structural equation modelling.

The paper identifies key factors that explain the influence of changing cultural values on entrepreneurial activity. The results show that post-materialistic values influence entrepreneurial intention by decreasing desirability and entrepreneurial self-efficacy.

The study conceptualises the interplay between cultural values and entrepreneurial intention in Saudi Arabia. Further insights can be developed by comparing Saudi Arabia with other countries. The study was conducted as a “snapshot” of the current situation of entrepreneurship in Saudi Arabia with a cross-sectional survey design.

The paper holds important implications for entrepreneurship educators when addressing unsupportive cultures for entrepreneurial activity. Cultural and motivational approaches are suggested. While the former focuses on aspects that encourage the desire and confidence to start a business, the latter involves encouraging setting venture creation as a goal.

Previous studies indicated that post-materialistic values negatively influence entrepreneurship; this paper contributes further by exploring how this relationship manifests by exploring the intervening factors between post-materialistic values and entrepreneurial intention. It advances entrepreneurship research by investigating deep assumptions underlying the formulation of entrepreneurial intentions. It also responds to the need to understand the difference in the levels of entrepreneurial activity across countries.