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The Service Industries Journal Volume 34, 2014 - Issue 8
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Articles

Online service failure and propensity to suspend offline consumption

Niall PiercySwansea University Business School, Swansea, UKCorrespondence[email protected]
&
Chris Archer-BrownSchool of Management, University of Bath, Bath, UK
Pages 659-676 | Received 10 Feb 2012, Accepted 18 Feb 2013, Published online: 14 Apr 2014

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Yu Zhang, Xin (Robert) Luo, Bingjia Shao & Jose Benitez. (2022) Technology-driven mandatory customer participation: a new recovery strategy to promote customers’ online post-recovery satisfaction. European Journal of Information Systems 0:0, pages 1-19.
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Lily (Xuehui) Gao, Iguacel Melero & F. Javier Sese. (2020) Multichannel integration along the customer journey: a systematic review and research agenda. The Service Industries Journal 40:15-16, pages 1087-1118.
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Tien Wang, Ralph Keng-Jung Yeh, David C. Yen & Christyanto Ari Nugroho. (2016) Electronic and in-person service quality of hybrid services. The Service Industries Journal 36:13-14, pages 638-657.
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Articles from other publishers (15)

Mohd Adil, Mohd Sadiq, Charles Jebarajakirthy, Haroon Iqbal Maseeh, Deepak Sangroya & Kumkum Bharti. (2022) Online service failure: antecedents, moderators and consequences. Journal of Service Theory and Practice 32:6, pages 797-842.
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Sohyun Park & Keumsook Lee. (2021) Examining the Impact of E-Commerce Growth on the Spatial Distribution of Fashion and Beauty Stores in Seoul. Sustainability 13:9, pages 5185.
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John Jianjun Zhu, Yung-Chun Chang, Chih-Hao Ku, Stella Yiyan Li & Chi-Jen Chen. (2021) Online critical review classification in response strategy and service provider rating: Algorithms from heuristic processing, sentiment analysis to deep learning. Journal of Business Research 129, pages 860-877.
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Xi Li, Wirawan Dony Dahana, Tongmao Li & Jingbo Yuan. (2021) Behavioral changes of multichannel customers: Their persistence and influencing factors. Journal of Retailing and Consumer Services 58, pages 102335.
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Ya-Jun Cai & Chris K.Y. Lo. (2020) Omni-channel management in the new retailing era: A systematic review and future research agenda. International Journal of Production Economics 229, pages 107729.
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Do-Hyeon Ryu, Chiehyeon Lim & Kwang-Jae Kim. (2020) Development of a service blueprint for the online-to-offline integration in service. Journal of Retailing and Consumer Services 54, pages 101944.
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João Reis, Marlene Amorim & Nuno Melão. (2019) Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry. International Journal of Production Economics 215, pages 24-33.
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Yllka Azemi, Wilson Ozuem & Geoff Lancaster. (2019) Service failure and recovery strategies in the Balkans: an exploratory study. Qualitative Market Research: An International Journal 22:3, pages 472-496.
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Lukasz Damurski, Jacek Pluta, Jerzy Ładysz & Magdalena Mayer-Wydra. (2019) Online or Offline Services for Urban Neighbourhoods?. International Journal of E-Planning Research 8:1, pages 50-67.
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Dipen Rai & Dominic Appiah. 2019. Leveraging Computer-Mediated Marketing Environments. Leveraging Computer-Mediated Marketing Environments 266 285 .
Yllka Azemi & Wilson Ozuem. 2019. Leveraging Computer-Mediated Marketing Environments. Leveraging Computer-Mediated Marketing Environments 249 264 .
Yllka Azemi, Wilson Ozuem, Kerry E. Howell & Geoff Lancaster. (2019) An exploration into the practice of online service failure and recovery strategies in the Balkans. Journal of Business Research 94, pages 420-431.
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Russel P.J. Kingshott, Piyush Sharma & Henry F.L. Chung. (2018) The impact of relational versus technological resources on e-loyalty: A comparative study between local, national and foreign branded banks. Industrial Marketing Management 72, pages 48-58.
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Wilson Ozuem & Yllka Azemi. 2018. Digital Marketing Strategies for Fashion and Luxury Brands. Digital Marketing Strategies for Fashion and Luxury Brands 108 125 .
Chun-Hua Hsiao. (2017) Does Offline Drive Online?: A Study of Interconnected Effects of Technology Attributes in Self-Service Systems. Does Offline Drive Online?: A Study of Interconnected Effects of Technology Attributes in Self-Service Systems.

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