Psychology & Marketing
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#1Riza Casidy (Macquarie University)H-Index: 17
#2Marius Claudy (UCD: University College Dublin)H-Index: 11
Last. Efe Camurdan (UCD: University College Dublin)
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#1Chundong Zheng (College of Management and Economics)
#2Ning Liu (College of Management and Economics)
Last. Lin Wang (College of Management and Economics)
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#1Felix Septianto (UQ: University of Queensland)H-Index: 13
#2Nitika Garg (UNSW: University of New South Wales)H-Index: 9
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#1Daniel Belanche (University of Zaragoza)H-Index: 16
#2Luis V. Casaló (University of Zaragoza)H-Index: 30
Last. Carlos Flavián (University of Zaragoza)H-Index: 51
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#1Dieter Thoma (UMA: University of Mannheim)H-Index: 6
#2Julia Wechsler (UMA: University of Mannheim)
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#1Paolo Antonetti (NEOMA Business School)H-Index: 13
#2Benedetta Crisafulli (Lond: University of London)H-Index: 7
Last. Stan Maklan (Cranfield University)H-Index: 22
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#1Sorim Chung (RIT: Rochester Institute of Technology)H-Index: 2
#2Maria Karampela (University of Strathclyde)H-Index: 2
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#1Helena V. González-Gómez (NEOMA Business School)H-Index: 4
#2Sarah Hudson (ESC Rennes School of Business)H-Index: 16
Last. Aude Rychalski (École de management de Normandie)H-Index: 2
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#1Athina Ioannou (University of Surrey)H-Index: 3
#2Iis P. Tussyadiah (University of Surrey)H-Index: 32
Last. Alaa Marshan (Brunel University London)H-Index: 3
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#1Wilson Ozuem (University of Cumbria)H-Index: 10
#2Silvia Ranfagni (UniFI: University of Florence)H-Index: 7
Last. Kerry E. Howell (Northumbria University)H-Index: 11
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Abstract While the debate on online service failure and recovery strategies has been given considerable attention in the marketing and information systems literature, the evolving Covid-19 pandemic has brought about new challenges both theoretically and empirically in the consumption landscape. To fully understand customers' responses to service failure during a crisis we asked 70 millennials from three European Countries?Italy, France, and the UK?to describe their responses to service failure d...
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