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Purpose This paper aims to study the citations made in service failure literature and assesses the knowledge construction of this region of exploration to date. Design/methodology/approach The bibliometric investigation assesses 416 service failure articles in business associated research. Multidimensional scaling is used to uncover the scope of the scholarly impacts that have helped understand the nature of the service failure literature. The establishment of knowledge in the service failure literature is revealed by analysing co-citation data to identify significant topical impacts. Findings The theoretical model combines five areas with significant propositions for the future improvement of service failure as an area of investigation. The most important research themes in service failure literature are service failure, service failure communication, recovery process, recovery offer and intention. Research limitations/implications Potential research concentrating on the service failure literature could use search terms improved from the literature review, or use a comparable approach whereby a board of well-informed scholars approved the key words used. Practical implications This paper is beneficial for any reader who is interested in understanding the components of the perception of justice and recovery and how it improves repurchase intention. Originality/value The study seeks to influence resource and recovery-based concepts and utilises the five supporting knowledge groups to suggest a plan for future research that fills existing gaps and offers the possibility of expanding and enhancing the service failure literature.

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Purpose When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance behaviour among customers, and it can also be seen as a threat to the survival of the business. This paper aims to investigate the current and potential dynamics of service failure research within the tourism and hospitality area. Design/methodology/approach By adopting qualitative, quantitative (citation and text mining) and science-mapping tools (descriptive, conceptual and intellectual), this study analyses 99 key papers on service failure in 18 major hospitality and tourism journals over a 20-year span. Findings The research on service recovery strategies, recovery efforts, pre- and post-failure and post-recovery in the service encounter and the impacts of justice on post-recovery and post-complaint behaviour are identified as the major streams of service failure research. While emotional labour, rumination and satisfaction recovery were identified as emerging themes, service failure perceptions and social media were found as the developed and substantial trends. Practical implications This study presents a comprehensive understanding of service failure research development in the hospitality and tourism industry. This study propose three areas – circumstantial cues, interactional cues and crisis management – that practitioners need to understand to minimise service failure during the service interaction. Originality/value To the best of the authors’ knowledge, no prior bibliometric study has investigated the current and future dynamics of service failure in the hospitality and tourism industry and offered a research agenda based on this gap in the literature.

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Purpose-Exchange is often identified as the primary role of marketing. Consumer behaviour literature, therefore, focuses on uncovering the characteristics of decision-making styles of individuals that embrace consuming. However, recent global economic crises have led consumers to become increasingly frugal. Approaching frugality from the religious perspective, this paper aims to identify the deep-level diversities of frugal consumers in their quality consciousness tendencies, rather than simply equating both frugality and religiosity to non-consumption. Design/methodology/approach-In this paper, a counterintuitive model has been offered that includes the positive moderating effect of religiosity on the relationship between frugality and quality consciousness. Using structural equation modelling, this paper tests the proposed model using a unique sample of 413 adults. Findings-This paper extends the knowledge in the consumer behaviour literature by providing empirical evidence that religiosity positively moderates the relationship of frugality to quality consciousness. Further scrutiny showed that at high levels of religiosity, frugality positively affects quality consciousness. Originality/value-This paper offers new avenues of research by highlighting the importance of not equating frugality and religiosity to low levels of consumption and abstinence from consuming. The dynamic nature of the growing Islamic economy requires both the scholars and practitioners to comprehend the consumers' consumption preferences in markets where religious beliefs and frugality are well embedded into the culture. The paper sheds light on the literature pertinent to the examination of the relationship between frugality and religiosity by suggesting that the highly religious Muslim consumers' frugality translates into quality consciousness.

The circular economy became a widely accepted economic model among businesses and policymakers as it aims to maximise resources while reducing waste, and energy usage, and mitigate the impact on climate and the environment. The digitalization and digital transformation of the circular economy make this business model even more sustainable and inclusive by improving resource flow and empowering consumers to make better-informed decisions. This case focuses on how Oddbox—a circular economy enabler company, uses digital transformation to facilitate a food rescue mission and promote sustainable growth. The discussion centres on how digitalization and digital transformation in the circular economy have enabled a more sustainable business model that creates social impact and captures value.