J Service Res
Introduction
Journal of Service Research, 28(3)
INTEREST CATEGORY: SERVICE
POSTING TYPE: TOCs
Editorial
Breaking The Mold: Redefining Service Failure and Recovery
—Yany Grégoire, Katja Gelbrich, Chiara Orsingher and Yves Van Vaerenbergh []
Using Traditional Text Analysis and Large Language Models in Service Failure and Recovery
—Francisco Villarroel Ordenes, Grant Packard, Jochen Hartmann and Davide Proserpio []
Profiling as a Service Failure
—Kristina K. Lindsey-Hall, Susana Jaramillo, Melanie P. Lorenz, Candice L. Marti and Patrick B. Fennell []
A Rejection-Based Model of Partial Service Termination and its Impact on Unprofitable Customers
—Mathieu Béal, Charlotte Lécuyer, Caroline Bayart and Denis Clot []
Responding to Cyberattacks: The Persuasiveness of Claiming Victimhood
—Paolo Antonetti and Ilaria Baghi []
Countering Virtual Brand Sabotage: The Power of Informative Responses
—Krista Hill Cummings, Dennis Herhausen, Anne L. Roggeveen and Dhruv Grewal []
Spinning the Wheel: The Effectiveness of Gamification in Service Recovery
—Amin Nazifi, Holger Roschk, Ben Marder and Thomas Leclercq []
Enhancing Service Recovery Performance Through Ethical Leadership: A Multilevel Curvilinear Investigation
—Mingjun Yang, Tuan Trong Luu and Giang Hoang []
Exposure to Structured Service Environments as a Proactive Strategy for Handling Service Failures
—Jamel Khenfer and Olivier Trendel []