Article

Singh, Jaywant and Crisafulli, Benedetta (2016) Managing online service recovery : procedures, justice and customer satisfaction. Journal of Service Theory and Practice, 26(6), pp. 764-787. ISSN (print) 2055-6225

Crisafulli, Benedetta and Singh, Jaywant (2016) Service guarantee as a recovery strategy : the impact of guarantee terms on perceived justice and firm motives. Journal of Service Management, 27(2), pp. 117-143. ISSN (print) 1757-5818

Book

Crisafulli, Benedetta and Singh, Jaywant (2016) Managing online service recovery at iMAGE Telecom. London, U.K. : Sage Publication. (SAGE Business Cases) ISBN 9781473952034

Book Section

Singh, Jaywant and Crisafulli, Benedetta (2017) Case study 4: Managing customer complaints: the case of Imperial Orchid Hotels in Thailand. In: Roy, Sanjit Kumar , Mutum, Dilip S. and Nguyen, Bang, (eds.) Services marketing cases in emerging markets: an Asian perspective. Cham, Switzerland : Springer International. pp. 35-44. ISBN 9783319329680

Singh, Jaywant and Crisafulli, Benedetta (2015) Customer responses to service failure and recovery experiences. In: Sahadev, Sunil , Purani, Keyoor and Malhotra, Neeru, (eds.) Boundary spanning elements and the marketing function in organizations: concepts and empirical studies. Cham, Switzerland : Springer International Publishing AG. pp. 117-135. ISBN 9783319134390

Conference or Workshop Item

Crisafulli, Benedetta, Singh, Jaywant, Quamina, La Toya and Xue, Melanie (2018) Retrieving corporate reputation following a crisis : the impact of online communications and affective displays on consumers. In: The 4th International Colloquium on Corporate Branding, Identity, Image and Reputation (COBIIR2018); 02-03 Sep 2018, Calabria, Italy. (Unpublished)

Singh, Jaywant and Crisafulli, Benedetta (2016) 'Could they have done better?’ Examining customer responses to online service failure and recovery through counterfactual reasoning. In: SERVSIG 2016 -The Future of Services in the Heart of Europe; 17-19 Jun 2016, Maastricht, The Netherlands.

Crisafulli, Benedetta, Singh, Jaywant and Dall'Olmo Riley, Francesca (2016) Signaling firm and employee trustworthiness : the influence of service guarantee, employee behaviour and firm reputation on customer trust in service recovery. In: SERVSIG 2016 -The Future of Services in the Heart of Europe; 17-19 Jun 2016, Maastricht, The Netherlands.

Singh, Jaywant, Crisafulli, Benedetta and Roy, Sanjit K (2015) Customer coping behaviour during health service failures: the role of self-efficacy and failure severity. In: 2015 Academy of Marketing Science (AMS) World Marketing Congress: Rediscovering the Essentiality of Marketing; 14-18 Jul 2015, Bari, Italy.

Crisafulli, Benedetta, Singh, Jaywant and Dall'Olmo Riley, Francesca (2015) Guarantee policies and employee behaviour as signals of service recovery fairness. In: Academy of Marketing (AM) Conference 2015: The Magic in Marketing; 7-9 Jul 2015, Limerick, Ireland. ISBN 9781905952649

Kalafatis, Stavros, Singh, Jaywant, Crisafulli, Benedetta and Dall'Olmo Riley, Francesca (2014) Customer perceptions of service recovery fairness : an empirical investigation in the Thai hotel sector. In: 43rd European Marketing Academy (EMAC) Annual Conference: Paradigm Shifts & Interactions; 3-6 Jun 2014, Valencia, Spain. ISBN 9788437094533

Singh, Jaywant and Crisafulli, Benedetta (2014) Managing online service recovery in subscription and non-subscription markets. In: 2nd International Conference on Contemporary Marketing Issues (ICCMI) 2014; 18-20 Jun 2014, Athens, Greece. ISBN 9789602871454

Crisafulli, Benedetta and Singh, Jaywant (2014) The effect of guarantee terms on service recovery fairness. In: 8th American Marketing Association Services Marketing Special Interest Group (AMA SERVSIG) International Service Research Conference 2014: Services Marketing in the New Economic and Social Landscape; 13-15 Jun 2014, Thessaloniki, Greece. ISBN 9789609874090

Crisafulli, Benedetta, Singh, Jaywant and Dall'Olmo Riley, Francesca (2014) Do organisational policies matter? The impact of service guarantee on customer perceptions of recovery fairness. In: 43rd European Marketing Academy (EMAC) Annual Conference: Paradigm Shifts & Interactions; 3-6 Jun 2014, Valencia, Spain. ISBN 9788437094533

Thesis

Crisafulli, Benedetta (2015) Customer perceptions of guarantee policies and employee behaviour in service recovery : an investigation of justice, signaling and attributions. (PhD thesis), Kingston University, .