English (United Kingdom)

https://curated-unify.zendy.io/wp-json/zendy-region/v1/featured_content/oa?rat=en

https://curated-unify.zendy.io/wp-json/zendy-region/v1/highlighted_journal/

Global: Zendy Plus annual

Presents the access of premium content as premium feature

Premium Content

Presents the keyphrase highlighting as premium feature

Keyphrase Highlighting

Presents the summarisation as premium feature

Summarisation

Insights

Presents the pdf analysis as premium feature

PDF Analysis

Presents the zaia usage as premium feature

ZAIA

Global: Zendy Tools annual

Global: Zendy Free Plan

Global: Zendy Tools monthly

Global: Zendy Plus monthly

Objective The aim of this article is to map the intellectual framework of the research on service failure by means of a survey of the studies published on the theme between 2008 and 2017. Methodology Bibliometric study, containing analysis of citation, cocitation and bibliographic coupling. Main results The results indicate that the theme remains current, relevant, with an increase in publications in recent years. The three main approaches observed in the trajectory of studies on the theme are: quality of the meeting, perception of feelings, and recovery meetings. It was also observed that since 2008 there has been an expansion in the approaches used, such as: customer recovery, emotional response, mental accounting, control capacity, loyalty, response to recovery, and perceived justice. Academic contributions Provides a mapping of the trajectory of the studies carried out. The analysis of the sample makes it possible to indicate that, if, on the one hand, a robust literature was built on the occurrence of service Teoria e Prática em Administração, v. 9, n. 2, p. 106-120. 107 failures (cocitation), the study on post-failure recovery still has gaps (matching). The non-exhaustion of the theme stems from the fact that consumers respond differently to different types of recovery. Practical contributions This paper gives managers a guide to the main papers on service failure, as well as an alert to consider ongoing efforts to repair unavoidable service failures.

Falha de serviços: Mapeamento de 10 anos de produção científica