This article aims to build on previous research analyzing the effects of perceived justice on customers' satisfaction with service recovery and the attitudinal consequences of the recovery strategies firms adopt after service failures occur. The results obtained from a conceptual model developed for the mobile-phone sector support the idea that justice perceptions positively influence satisfaction with service recovery. Other findings are that satisfaction with service recovery positively affects trust and commitment, and that these two variables, in turn, positively affect overall customer satisfaction. Finally, the results also suggest that positive past experiences mitigate the effects of inadequate service recovery strategies on the quality of the relationship with the customers. © 2010 Wiley Periodicals, Inc. SERVICE FAILURE AND SERVICE RECOVERY STRATEGIESFirms are commonly expected to try to achieve a flawless service delivery, since repeat customers are a vital resource for all companies. However, the service delivery process is influenced by factors such as customers' changing expectations,

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The development of information and communication technologies (ICTs) has had profound effects in goods and services marketing. In particular, the advent of electronic commerce has forced companies to face new types of competition and customer relationship management to survive in markets. This study analyzes the Internet's effect as a new distribution channel on traditional retail travel agencies and evaluates the opportunities it offers them, dispelling the idea that it is a threat. The effect of ICTs on customers' trust is also examined, and the results open ways to improve the management of business relationships with customers.

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This study draws from a social domain framework to explore judgments of parental authority in a Mexican origin familial context. The sample included 277 ninth-grade youth (M = 14.53 years, SD = .61) and one of each of their parents. The average age of mothers was 39.88 years (SD = 5.85), and for fathers it was 41.65 years (SD = 5.51). As expected, parents were less acculturated and adhered to familismo and machismo. Results also showed that youth and parents agreed that parents have the right and obligation to authority in the personal domain more than in the conventional. The present findings are discussed in terms of rights and obligations of perceived authority and cultural orientations for parents and youth.