Indicative topics

• Customers’ reactions to service failures
• Customer complaint management
• Service recovery strategies
• Service failure and recovery (SFR) in B2B
• Service recovery paradox
• Double deviations
• Service termination
• Big data in SFR
• Frontline burdens of SFR
• Financial and market-based impact of (in)effectual complaint handling
• Organizational alignment for outstanding complaint handling
• The role of service and retail firms for managing product harm crises
• Service failure and recovery in the platform economy
• Service failure in digital environments
• Human vs. artificial touch in SFR interactions
• Emerging technologies in service recovery