Dissatisfaction and service failures in luxury consumption: a systematic review

Abstract

PurposeWhile service failures and recoveries (SFR) constitute a well-explored research domain, such negative consumption experiences have been understudied in the luxury context. The current study undertakes a systematic review to capture current knowledge and stimulate research in this vital domain.Design/methodology/approachThis study adopts a systematic literature review methodology and employs the Theory-Context-Characteristics-Methods (TCCM) framework.FindingsGuiding theories, industry and national contexts, relevant constructs and their relationships, and research methods employed in studying SFR in luxury consumption are identified and synthesized.Originality/valueA comparative analysis of the luxury SFR with broader extant knowledge is offered. Further, hospitality is revealed as the dominant context, meriting its emphasis.