Service failure and recovery - a brief note

The topic of "service failure and service recovery" appears to be a popular dissertation topic for business students. My review note the following references

1. Kim, M.G., Wang, C., Mattila, A.S. (2010) "The relationship between consumer complaining behavior and service recovery: an integrative review" International Journal of Contemporary Hospitality Management 22(7), pp. 975-991.
2. Lanza, A.B.d.R., Casielles, R.V. and Martin, A.M.D. (2009) "Satisfaction with service recovery: perceived justice and emotional responses" Journal of Business Research 62, pp. 775-781.
3. Robinson Fr., L., Neeley, S.E., and Williamson, K. (2011) "Implementing service recovery through customer relationship management: identifying the antecedents" Journal of Servides Marketing 25/2, pp. 90-100.
4. Sari, S., Slatten, T., Svensson, G., and Edvardsson, B. (2011) "A sos construct of negative emotions in customers' service experience (cse) and service recovery by firms (srf)" Journal of Servides Marketing 25/5, pp. 323-335.

Also refer to service recovery paradox and service recovery practices.