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The purpose of this study is to develop and test an integrative model that explores the structural relationships among perceived justice, service recovery satisfaction, post‐recovery customer relationships, and post‐recovery customer partnerships.

The self‐administered survey was distributed to restaurant customers who had experienced service recovery in the previous six months. Path analysis was performed to estimate the research model and to test the research hypotheses.

The study findings advance the understanding of the beneficial effects of effective service recovery on long‐term relationships and on partnership building with the customers.

This study examines post‐recovery customer relationships and post‐recovery customer partnerships as outcome variables of service recovery satisfaction. Future research should be followed to deepen the understanding of the two consequence variables in different contexts of the hospitality industry.

The proposed model may help restaurant service providers to understand many facets of the service recovery process by identifying the range of recovery strategies.

The proposed model extends the conventional justice‐based model and provides a starting point for investigating the structural relationships among the variables from a holistic perspective. Such information may offer richer insights into the structure, processes, and outcomes of service recovery satisfaction.

The purpose of this paper is to examine whether high quality relationships buffer or magnify the negative impact of a failed service recovery on subsequent consumer attitudes and behaviors.

A total of 264 online shoppers were surveyed using a structured questionnaire. Respondents were asked to imagine themselves in a hypothetical failed service recovery scenario involving a multi‐channel retailer with whom they shop.

Results from a MANCOVA analysis and SEM modeling indicate that, following a failed service recovery incident, high quality relationships present a challenge for the service provider. In accordance with the hypotheses, consumers with a high level of relationship quality will decrease their repurchase intentions to a greater extent; more strongly and negatively adjust their overall relationship quality; and react to the service recovery effort less favorably than those with lower levels of relationship quality.

The findings suggest that high quality relationships may “raise the bar” of service recovery management, rather than “buffering” firms from service failure.

Service providers should consider the potential implications of customer relationship quality in their service recovery management efforts.

The study provides empirical evidence of the “double‐edge” issue of relationship quality in service recovery management, illustrating the need to incorporate this variable in future service failure/recovery research.

This research conceptualizes service recovery process (SRPs) within pre-recovery, recovery and post-recovery. This study aims to provide a summary of factors and strategies with respect to SRPs. Also, this research highlights different responses by organizations to SRPs. These responses are synthesized in this research in the context of SRPs.

This study provides a systemic literature review that considers only studies that have been published within the past 11 years to highlight the different response options used today. This study only selected papers that are included in a rigorous review process such that they explicitly contribute towards practice, theory and policy.

The pre-recovery is about the awareness of the problem whereby communication between the customer and organization is initiated to resolve the issue, and it provides a critical foundation for the recovery expectations. The recovery phase concluded with either a satisfactory resolution of the problem or when the customer gives up on his/her query due to another failure of the organization. Post-recovery encompasses the period in which the recovery efforts have concluded, and the customers have now started to evaluate their experience of preceding phases. A major contribution of this study is that it provides a summary of factors and strategies with respect to SRPs.

The managers of service-providing organization can use this synthesis to evaluate the response of their organization to different instances of service failures along SRPs. They can then modify their responses. Managers can also use this synthesis as part of an employee training programme to ensure wide coverage of potential responses of the organization following a failure of service.

This research then highlights different questions that can be explored in future studies regarding the various phases involved in SRPs. Finally, this research outlines the recommendations for businesses looking to benefit from adopting SRPs by also considering the related managerial implications. This study will provide a conceptual framework as to the future direction of the overall study through highlighting gaps of understanding related to SRPs.

The purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice, recovery satisfaction and overall satisfaction, customer trust and customer loyalty. Furthermore, the research assesses the mediating effect of overall satisfaction and customer trust on customer loyalty.

Data were collected via an airport intercept survey of Malaysia Airlines passengers who had experienced service failure. In total, 380 responses were used for the final analysis. The study uses partial least squares structural equation modelling technique with SmartPLS 3.0, in order to test and validate the research model and hypotheses posited.

The results reveal that: recovery satisfaction is significantly affected by procedural and interactional justice; distributive and procedural justice, as well as recovery satisfaction influenced overall satisfaction; customer trust is most influenced by interactional justice, distributive justice and recovery satisfaction; customer loyalty is positively affected by customer trust, overall satisfaction and recovery satisfaction; and the influence amongst recovery satisfaction and customer loyalty is partially mediated by customer trust and overall satisfaction.

The study contributes to a whole conceptual comprehension of the essential determinants of customer loyalty from the combined perspectives of three theories, namely, justice theory, expectancy disconfirmation theory and commitment-trust theory. This study successfully differentiates the three dimensions of perceived justice and assesses them individually to discern and compare their influence on overall satisfaction, recovery satisfaction and trust. In addition, the study finds that the influence of recovery satisfaction on loyalty is partially and sequentially mediated by trust and overall satisfaction.

Drawing on consumer behavior and service marketing literature, the aim of this paper is to empirically examine how customers' justice judgment and consumption emotions affect customer relationships and their post consumption behaviors in a service recovery context.

Structural equation modeling (SEM) was adopted to test the conceptual model, using a sample of nearly 600 delayed airline passengers.

Perceived justice and consumption emotions are important elements affecting customers' evaluation of service recovery. The three dimensions of service recovery justice and customers' positive and negative emotions have direct or indirect influence on customers' satisfaction with service recovery (SSR), customer trust, and their repurchase intentions and word‐of‐mouth recommendations. Theoretical and managerial implications were drawn based on the findings.

The current study sought to extend the existing literature by not only analyzing the effects of perceived justice and consumption emotions on satisfaction with service recovery (SSR), but also investigating how customer SSR would influence their sense of trust for the company and their behavioral intentions. In addition, many prior studies adopted experimental methods and post survey methods. Those methods have various validity problems. This study attempted to overcome those problems by using on‐the‐spot investigation methods to study customers' evaluation of service recovery in real service failure situations.

The purpose of this paper is to develop and examine a theoretical framework that evaluates the effects of banking consumers’ justice perception on their post-complaint mindsets. It also aims to help business strategists to customize service failure management activities to achieve a competitive advantage.

To examine the proposed framework using partial least square structural equation modeling, the authors collected data through a survey. The authors also evaluated the proposed framework through multi-group analysis and importance-performance map analysis (IPMA).

Results show that recovery disconfirmation mediates the relationship between banking consumers’ perception of justice and recovery satisfaction. Moreover, after a service failure, brand equity and loyalty mediate the relationship between recovery satisfaction and positive word-of-mouth behavior. IPMA analysis at the construct level shows that fostering the perception of recovery satisfaction is crucial for creating a positive post-failure impression in the mind of the banking consumer.

For banking practitioners, the findings of this research provide a strategic blueprint for managing service failure by developing relationships with consumers, thus creating an opportunity to gain competitive advantage.

Anchored in the theoretical framework of justice theory (Adams, 1963), expectation disconfirmation theory (Oliver, 1977) and social exchange theory (Kelley and Thibaut, 1978), the research adds to the literature by providing a critical evaluation of how to influence banking consumers’ post-complaint behavior from a more systematic perspective.

The purpose of this study is to examine the development of service quality research in hospitality and tourism from 1984 to 2014, to identify research gaps and to suggest directions for future research.

This review comprised three steps with the first being the generation of a structural map by using the online pathfinder network (PFNET) to identify potential research themes. The second research step involved an online literature search covering 2,211 academic journal articles to obtain basic information for planning an additional content investigation concerning the research themes. The final step was to investigate the content of the articles published in top-tier journals or frequently cited ones in three different stages (1984-1993, 1994-2003 and 2004-2014) to explore potential research topics.

The study identifies 17 research themes that comprise two main research themes, seven sub-stems, six outer-leaves and two little-leaves. The developments of service quality research in each theme are explored. The role of each theme in service quality study is revealed. Finally, this study identifies research opportunities for service quality research within each theme.

This study demonstrates how to use PFNET to effectively perform a systematic literature review. By referring to previous publications reviewed in this study, researchers can contribute by extending existing theories in their further research on the seventeen themes.

This study contributes a systematic literature review method by applying an online PFNET approach, provides a well-researched list of references for researchers conducting service quality research and highlights research gaps for researchers who plan to pursue service quality research.

This paper aims to comprehensively and systematically review the state of customer relationship management (CRM) research on hospitality and propose future research agenda.

All hospitality-related CRM articles since its introduction as a concept in 1988 were collected. The retrieved articles were then chronologically and thematically analyzed.

Hospitality CRM research has rapidly grown from the initial relationship marketing concept into social CRM. Five research foci were identified, including CRM planning and implementation process, organizational support, technology and tools, customer perspectives and characteristics and outcome and impact. Three potential pitfalls were observed in the existing literature. A comprehensive research framework incorporating the five research domains and three key players was proposed.

Hospitality practitioners should take an integrated perspective on the five major domains of CRM and the three key players to ensure that informed decisions can be made.

This study contributes to the literature through its qualitative and critical assessment of existing hospitality CRM literature, which can guide future research.

The purpose of the study is to investigate the role of service convenience in the relationship between organizational characteristics (such as brand equity, store ambiance, store layout, customer information and employee responsiveness) on customer engagement behaviors (CEBs), including service improvement, customer cooperation, positive word-of-mouth and customer helping customers. It examines two research models, with service convenience as a separate antecedent of CEBs (model A) and as a mediating variable between organizational characteristics and CEBs (model B).

Using a positivist paradigm, data were collected from 384 respondents representing the existing customers of grocery retailers based in India via a survey instrument. Data were analyzed using partial least squares (PLS) path modeling.

Results demonstrate service convenience as a motivational driver of CEBs. Results also show that the organizational characteristics significantly influence service convenience which in turn impacts CEBs.

The findings have important implications for store managers in effective management of customers' time and effort in terms of saving customers' time and effort as well as motivating customers to elicit their engagement behaviors.

The originality of this paper lies in identifying the impact of organizational characteristics in helping customers to save time and effort in their shopping activities and thereby elicit various types of CEBs. The paper also adds to knowledge by examining the role of service convenience in the nexus between organizational characteristics and CEB types.