Index of Paper Presentations for the Parallel Sessions - Academy of ...

Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encountersinvolving failure and recovery. Journal of Marketing Research,36(3), 356-372.Smith, A. K., & Bolton, R. N. (2002). The effect of customers‘ emotional responses to service failures on theirrecovery effort evaluations and satisfaction judgments. Journal of the Academy of Marketing Science, 30(1), 5.Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: Impact on satisfaction and intentions.Journal of Services Marketing, 9(1), 15-23.Strizhakova,Y., Tsarenko, Y., & and Ruth, J, A. (2012). ''I'm Mad and I Can't Get That Service Failure Off MyMind'': Coping and Rumination as Mediators of Anger Effects on Customer Intentions. Journal of ServiceResearch. 000(00) 1-16.Swanson, S. R., & Hsu, M. K. (2009). Critical incidents in tourism: Failure, recovery, customer switching, andword‐ of‐ mouth behaviors. Journal of Travel & Tourism Marketing, 26(2), 180-194.Tangirala, S., & Alge, B.J. (2006). Reactions to unfair events in computer-mediated groups: A test of uncertaintymanagement theory. Organizational Behavior and Human Decision Processes. 100, 1-20.Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences:Implications for relationship marketing. The Journal of Marketing,62(2), 60-76.Voorhees, C. M., & Brady, M. K. (2005). A service perspective on the drivers of complaint intentions. Journal ofService Research, 8(2), 192-204.Weun, S., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recoveryevaluations andpost-recovery relationships. Journal of Services Marketing, 18(2), 133-146.Yi, S., & Baumgartner, H. (2004). Coping with negative emotions in purchase-related situations. Journal ofConsumer Psychology,14(3), 303-317.Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations ofservice. Journal of the Academy of Marketing Science, 21(1), 1-12.Appendix-IHigh reputation scenarioYou have booked tickets in a well-known (AAA) airline company to attend your best friend‘s wedding. Thisparticular ‗AAA‘ airline that you have chosen has reputation for being highly committed to providing excellentquality service to its customers. The airline was recently awarded 5-Star Ranking by SKYPAX. The 5-star statusrecognizes the airline at the forefront of product and service delivery quality achievement. Particularly this airlinecompany is also well-known for on-time arrival and departure. They provide excellent in-flight services and theemployees are well trained.High severe failure scenarioYou booked your tickets well in advance to avoid any last minute problem. You arrive at the airport and wait in thecheck-in line. Soon it is your turn and you tell the staff member your flight destination. However, the staff respondedyou that this flight of ‗AAA‘ airlines is cancelled. On further enquiry, the staff member responded very rudely. Thestaff member was least apologetic and was reluctant in helping you with an alternate flight.