When Services Fail
Mapping Consumer Protection and Ethical Vulnerability Through Bibliographic Coupling and Co-Word Analysis
Keywords:
Consumer Protection, Service Failure, Ethical Vulnerability, Service Recovery, Bibliometric Analysis
Abstract
In an era where service breakdowns are increasingly visible and digitally amplified, understanding how firms manage consumer protection, ethical risk, and post-failure recovery has become a critical area of inquiry. Service failures threaten customer trust and satisfaction and expose systemic vulnerabilities in ethical service delivery and complaint resolution. This study aims to map the intellectual and conceptual landscape of research at the intersection of service failure, consumer protection, and ethical vulnerability. Using a data-driven bibliometric approach, it seeks to identify thematic clusters, evolving discourse patterns, and knowledge gaps. A bibliometric analysis was conducted on 677 peer-reviewed journal articles from the Scopus database, published between 2005 and 2025. Two complementary techniques were employed: (1) bibliographic coupling, to identify intellectual linkages among recent publications, and (2) co-word analysis, to map the conceptual structure of recurring themes. The dataset was processed and visualized using VOSviewer software. The bibliographic coupling analysis revealed five thematic clusters, ranging from emotional and tangible strategies in service recovery to customer retaliation and systemic value co-creation/destruction. Co-word analysis identified four thematic clusters: (1) service failure and social media-driven recovery strategies, (2) justice and emotional mechanisms of satisfaction and loyalty, (3) trust, human-centered design, and decision-making in digital service environments, and (4) complaint behavior and service quality in post-recovery evaluation. Across both analyses, concepts such as fairness, emotional regulation, trust, and digital transparency emerged as central constructs linking service ethics with customer experience. The findings reveal a paradigmatic shift in service recovery scholarship from isolated transactional models to emotionally intelligent, culturally contextualized, and digitally networked frameworks. Service failure is increasingly understood as an operational breakdown and an ethical flashpoint, implicating fairness, transparency, and consumer dignity. The study offers a structured knowledge map for future research and managerial innovation at the nexus of ethics, service design, and consumer protection.
References
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Augusto De Matos, C., Vargas Rossi, C. A., Teixeira Veiga, R., & Afonso Vieira, V. (2009). Consumer reaction to service failure and recovery: The moderating role of attitude toward complaining. Journal of Services Marketing, 23(7), 462–475. https://doi.org/10.1108/08876040910995257
Balaji, M. S., Khong, K. W., & Chong, A. Y. L. (2016). Determinants of negative word-of-mouth communication using social networking sites. Information & Management, 53(4), 528–540. https://doi.org/10.1016/j.im.2015.12.002
Bernatovic, Ivija & Slavec Gomezel, Alenka & Černe, Matej. (2021). Mapping the knowledge-hiding field and its future prospects: a bibliometric co-citation, co-word, and coupling analysis. Knowledge Management Research & Practice. 20. 394-409. https://doi.org/10.1080/14778238.2021.1945963 .
Bitner, M.J. (1990) Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54, 69-82. http://dx.doi.org/10.2307/1251871
Budler Marko, Ivan Župič, Peter Trkman, The development of business model research: A bibliometric review, Journal of Business Research,Volume 135, 2021, Pages 480-495, ISSN 0148-2963, https://doi.org/10.1016/j.jbusres.2021.06.045 .
Bretas Vanessa P.G, Ilan Alon, Franchising research on emerging markets: Bibliometric and content analyses, Journal of Business Research, Volume 133, 2021, Pages 51-65, ISSN 0148-2963, https://doi.org/10.1016/j.jbusres.2021.04.067
Chow, M. Y. C., & Ho, S. P. S. (2025). Effects of financial consumer protection on brand love and brand advocacy. Journal of Financial Services Marketing, 30(2), 13. https://doi.org/10.1057/s41264-025-00306-x
Donthu, N., Kumar, S., Mukherjee, D., Pandey, N., & Lim, W. M. (2021). How to conduct a bibliometric analysis: An overview and guidelines. Journal of Business Research, 133, 285–296. https://doi.org/10.1016/j.jbusres.2021.04.070
Edström, A., Nylander, B., Molin, J., Ahmadi, Z., & Sörqvist, P. (2022). Where service recovery meets its paradox: Implications for avoiding overcompensation. Journal of Service Theory and Practice, 32(7), 1–13. https://doi.org/10.1108/JSTP-06-2021-0120
Emmanuel O., A., Timothy. O., O., Mofoluwake F., A., Solomon O., A., Idowu A., N., Jude C., N., Titilayo J., O., & Oluwabukola O., A. (2024). Brand Loyalty through Consumer Protection of Selected E-Commerce Firms. WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS, 21, 2158–2168. https://doi.org/10.37394/23207.2024.21.178
Fauzi MA (2023), "A bibliometric review on knowledge management in tourism and hospitality: past, present and future trends". International Journal of Contemporary Hospitality Management, Vol. 35 No. 6 pp. 2178–2201, doi: https://doi.org/10.1108/IJCHM-03-2022-0381
Filho, C. G., Kiefer, K., Fetscherin, M., Blandina, A., Rocha, M. N., & Monteiro, P. R. R. (2023). The effects of brand relationships on justice perceptions in service recovery. Journal of Consumer Marketing, 40(3), 315–327. https://doi.org/10.1108/JCM-06-2020-3904
Foroudi, P., Tabaghdehi, S. A. H., Cillo, V., & Cuomo, M. T. (2025). E-service failure and recovery strategy in times of crisis: Effect on peer attitudes, expectation and future intention. Review of Managerial Science, 19(2), 537–571. https://doi.org/10.1007/s11846-024-00762-0
Gelbrich, K., & Roschk, H. (2011). A Meta-Analysis of Organizational Complaint Handling and Customer Responses. Journal of Service Research, 14(1), 24–43. https://doi.org/10.1177/1094670510387914
Grégoire, Y., Laufer, D., & Tripp, T. M. (2010). A comprehensive model of customer direct and indirect revenge: Understanding the effects of perceived greed and customer power. Journal of the Academy of Marketing Science, 38(6), 738–758. https://doi.org/10.1007/s11747-009-0186-5
Grégoire, Y., Salle, A., & Tripp, T. M. (2015). Managing social media crises with your customers: The good, the bad, and the ugly. Business Horizons, 58(2), 173–182. https://doi.org/10.1016/j.bushor.2014.11.001
Grégoire, Y., Tripp, T. M., & Legoux, R. (2009). When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance. Journal of Marketing, 73(6), 18–32. https://doi.org/10.1509/jmkg.73.6.18
Gyung Kim, M., 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), 975–991. https://doi.org/10.1108/09596111011066635
Ha, H., Loh, H. S., Gay, H. T. E., & Yeap, P. F. (2021). Consumer protection in E-tailing computer sales: A case study of Dell. International Review of Law, Computers & Technology, 35(3), 246–269. https://doi.org/10.1080/13600869.2020.1838187
Hocutt, M. A., Bowers, M. R., & Todd Donavan, D. (2006). The art of service recovery: Fact or fiction? Journal of Services Marketing, 20(3), 199–207. https://doi.org/10.1108/08876040610665652
Joireman, J., Grégoire, Y., Devezer, B., & Tripp, T. M. (2013). When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation. Journal of Retailing, 89(3), 315–337. https://doi.org/10.1016/j.jretai.2013.03.002
Jones, A. L., Miller, J. W., Whipple, J. M., Griffis, S. E., & Voorhees, C. M. (2024). The effect of perceptions of justice in returns on satisfaction and attitudes toward the retailer. International Journal of Physical Distribution & Logistics Management, 54(1), 40–60. https://doi.org/10.1108/IJPDLM-01-2022-0007
Kau, A., & Wan‐Yiun Loh, E. (2006). The effects of service recovery on consumer satisfaction: A comparison between complainants and non‐complainants. Journal of Services Marketing, 20(2), 101–111. https://doi.org/10.1108/08876040610657039
Kim, T. (Terry), Kim, W. G., & Kim, H.-B. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism Management, 30(1), 51–62. https://doi.org/10.1016/j.tourman.2008.04.003
Kessler, M.M. (1963), Bibliographic coupling between scientific papers. Amer. Doc., 14: 10-25. https://doi.org/10.1002/asi.5090140103
Lajante, M., Remisch, D., & Dorofeev, N. (2023). Can robots recover a service using interactional justice as employees do? A literature review-based assessment. Service Business, 17(1), 315–357. https://doi.org/10.1007/s11628-023-00525-z
Lee, J. L.-M., Siu, N. Y.-M., Zhang, T. J., & Wong, S. M. H. (2024). The moderating role of face and attribution on service recovery quality, postrecovery satisfaction and repurchase intention: A study of collectivist consumers in service recovery. Journal of Asia Business Studies, 18(6), 1584–1602. https://doi.org/10.1108/JABS-03-2023-0098
Liao, H. (2007). Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Journal of Applied Psychology, 92(2), 475–489. https://doi.org/10.1037/0021-9010.92.2.475
Namkung, Y., & Jang, S. C. (Shawn). (2010). Effects of perceived service fairness on emotions, and behavioral intentions in restaurants. European Journal of Marketing, 44(9/10), 1233–1259. https://doi.org/10.1108/03090561011062826
Ozuem, W., Willis, M., Ranfagni, S., Howell, K., & Rovai, S. (2024). Examining the role of social media influencers in service failure and recovery strategies: An empirical investigation of millennials’ views. Information Technology & People, 37(5), 2035–2068. https://doi.org/10.1108/ITP-05-2022-0371
Rogers, G., Szomszor, M. & Adams, J. Sample size in bibliometric analysis. Scientometrics 125, 777–794 (2020). https://doi.org/10.1007/s11192-020-03647-7
Rojas-Lamorena, Salvador Del Barrio-García, Juan Miguel Alcántara-Pilar, A review of three decades of academic research on brand equity: A bibliometric approach using co-word analysis and bibliographic coupling, Journal of Business Research, Volume 139, 2022, Pages 1067-1083, ISSN 0148-2963, https://doi.org/10.1016/j.jbusres.2021.10.025
Roschk, H., & Gelbrich, K. (2014). Identifying Appropriate Compensation Types for Service Failures: A Meta-Analytic and Experimental Analysis. Journal of Service Research, 17(2), 195–211. https://doi.org/10.1177/1094670513507486
Roschk, H., & Kaiser, S. (2013). The nature of an apology: An experimental study on how to apologize after a service failure. Marketing Letters, 24(3), 293–309. https://doi.org/10.1007/s11002-012-9218-x
Sparks, B. A., & Browning, V. (2010). Complaining in Cyberspace: The Motives and Forms of Hotel Guests’ Complaints Online. Journal of Hospitality Marketing & Management, 19(7), 797–818. https://doi.org/10.1080/19368623.2010.508010
Stokburger-Sauer, N. E., & Hofmann, V. (2023). Can a smile help healing service failures? The interplay of employee emotions, guest emotions and justice perceptions for successful service recoveries in the hospitality industry. Journal of Hospitality and Tourism Management, 55, 261–276. https://doi.org/10.1016/j.jhtm.2023.03.018
Tax, S. S., McCutcheon, D., & Wilkinson, I. F. (2013). The Service Delivery Network (SDN): A Customer-Centric Perspective of the Customer Journey. Journal of Service Research, 16(4), 454–470. https://doi.org/10.1177/1094670513481108
Tran, V. D. (2024). Service failure recovery on customer recovery satisfaction and attitude loyalty for airline industry: The moderating effect of brand authenticity. Cogent Business & Management, 11(1), 2296145. https://doi.org/10.1080/23311975.2023.2296145
Van Eck, N. J., & Waltman, L. (2014). Visualizing bibliometric networks. In Y. Ding, R. Rousseau, & D. Wolfram (Eds.), Measuring scholarly impact: Methods and practice (pp. 285–320). Springer. https://doi.org/10.1007/978-3-319-10377-8_13
Van Noort, Guda & Willemsen, Lotte. (2012). Online Damage Control: The Effects of Proactive Versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms. Journal of Interactive Marketing. 26. 131-140. 10.1016/j.intmar.2011.07.001.
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research. Journal of Service Research, 22(2), 103–119. https://doi.org/10.1177/1094670518819852
Verhoef Peter C., Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, Leonard A. Schlesinger, Customer Experience Creation: Determinants, Dynamics and Management Strategies, Journal of Retailing, Volume 85, Issue 1, 2009, Pages 31-41, ISSN 0022-4359, https://doi.org/10.1016/j.jretai.2008.11.001 .
Wei, C., Liu, M. W., & Keh, H. T. (2020). The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery. Journal of Business Research, 118, 321–334. https://doi.org/10.1016/j.jbusres.2020.06.061
Zhang, T., Lu, C., Torres, E., & Chen, P.-J. (2018). Engaging customers in value co-creation or co-destruction online. Journal of Services Marketing, 32(1), 57–69. https://doi.org/10.1108/JSM-01-2017-0027
Zupic, I., & Čater, T. (2015). Bibliometric methods in management and organization. Organizational Research Methods, 18(3), 429–472. https://doi.org/10.1177/1094428114562629
Augusto De Matos, C., Vargas Rossi, C. A., Teixeira Veiga, R., & Afonso Vieira, V. (2009). Consumer reaction to service failure and recovery: The moderating role of attitude toward complaining. Journal of Services Marketing, 23(7), 462–475. https://doi.org/10.1108/08876040910995257
Balaji, M. S., Khong, K. W., & Chong, A. Y. L. (2016). Determinants of negative word-of-mouth communication using social networking sites. Information & Management, 53(4), 528–540. https://doi.org/10.1016/j.im.2015.12.002
Bernatovic, Ivija & Slavec Gomezel, Alenka & Černe, Matej. (2021). Mapping the knowledge-hiding field and its future prospects: a bibliometric co-citation, co-word, and coupling analysis. Knowledge Management Research & Practice. 20. 394-409. https://doi.org/10.1080/14778238.2021.1945963 .
Bitner, M.J. (1990) Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54, 69-82. http://dx.doi.org/10.2307/1251871
Budler Marko, Ivan Župič, Peter Trkman, The development of business model research: A bibliometric review, Journal of Business Research,Volume 135, 2021, Pages 480-495, ISSN 0148-2963, https://doi.org/10.1016/j.jbusres.2021.06.045 .
Bretas Vanessa P.G, Ilan Alon, Franchising research on emerging markets: Bibliometric and content analyses, Journal of Business Research, Volume 133, 2021, Pages 51-65, ISSN 0148-2963, https://doi.org/10.1016/j.jbusres.2021.04.067
Chow, M. Y. C., & Ho, S. P. S. (2025). Effects of financial consumer protection on brand love and brand advocacy. Journal of Financial Services Marketing, 30(2), 13. https://doi.org/10.1057/s41264-025-00306-x
Donthu, N., Kumar, S., Mukherjee, D., Pandey, N., & Lim, W. M. (2021). How to conduct a bibliometric analysis: An overview and guidelines. Journal of Business Research, 133, 285–296. https://doi.org/10.1016/j.jbusres.2021.04.070
Edström, A., Nylander, B., Molin, J., Ahmadi, Z., & Sörqvist, P. (2022). Where service recovery meets its paradox: Implications for avoiding overcompensation. Journal of Service Theory and Practice, 32(7), 1–13. https://doi.org/10.1108/JSTP-06-2021-0120
Emmanuel O., A., Timothy. O., O., Mofoluwake F., A., Solomon O., A., Idowu A., N., Jude C., N., Titilayo J., O., & Oluwabukola O., A. (2024). Brand Loyalty through Consumer Protection of Selected E-Commerce Firms. WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS, 21, 2158–2168. https://doi.org/10.37394/23207.2024.21.178
Fauzi MA (2023), "A bibliometric review on knowledge management in tourism and hospitality: past, present and future trends". International Journal of Contemporary Hospitality Management, Vol. 35 No. 6 pp. 2178–2201, doi: https://doi.org/10.1108/IJCHM-03-2022-0381
Filho, C. G., Kiefer, K., Fetscherin, M., Blandina, A., Rocha, M. N., & Monteiro, P. R. R. (2023). The effects of brand relationships on justice perceptions in service recovery. Journal of Consumer Marketing, 40(3), 315–327. https://doi.org/10.1108/JCM-06-2020-3904
Foroudi, P., Tabaghdehi, S. A. H., Cillo, V., & Cuomo, M. T. (2025). E-service failure and recovery strategy in times of crisis: Effect on peer attitudes, expectation and future intention. Review of Managerial Science, 19(2), 537–571. https://doi.org/10.1007/s11846-024-00762-0
Gelbrich, K., & Roschk, H. (2011). A Meta-Analysis of Organizational Complaint Handling and Customer Responses. Journal of Service Research, 14(1), 24–43. https://doi.org/10.1177/1094670510387914
Grégoire, Y., Laufer, D., & Tripp, T. M. (2010). A comprehensive model of customer direct and indirect revenge: Understanding the effects of perceived greed and customer power. Journal of the Academy of Marketing Science, 38(6), 738–758. https://doi.org/10.1007/s11747-009-0186-5
Grégoire, Y., Salle, A., & Tripp, T. M. (2015). Managing social media crises with your customers: The good, the bad, and the ugly. Business Horizons, 58(2), 173–182. https://doi.org/10.1016/j.bushor.2014.11.001
Grégoire, Y., Tripp, T. M., & Legoux, R. (2009). When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance. Journal of Marketing, 73(6), 18–32. https://doi.org/10.1509/jmkg.73.6.18
Gyung Kim, M., 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), 975–991. https://doi.org/10.1108/09596111011066635
Ha, H., Loh, H. S., Gay, H. T. E., & Yeap, P. F. (2021). Consumer protection in E-tailing computer sales: A case study of Dell. International Review of Law, Computers & Technology, 35(3), 246–269. https://doi.org/10.1080/13600869.2020.1838187
Hocutt, M. A., Bowers, M. R., & Todd Donavan, D. (2006). The art of service recovery: Fact or fiction? Journal of Services Marketing, 20(3), 199–207. https://doi.org/10.1108/08876040610665652
Joireman, J., Grégoire, Y., Devezer, B., & Tripp, T. M. (2013). When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation. Journal of Retailing, 89(3), 315–337. https://doi.org/10.1016/j.jretai.2013.03.002
Jones, A. L., Miller, J. W., Whipple, J. M., Griffis, S. E., & Voorhees, C. M. (2024). The effect of perceptions of justice in returns on satisfaction and attitudes toward the retailer. International Journal of Physical Distribution & Logistics Management, 54(1), 40–60. https://doi.org/10.1108/IJPDLM-01-2022-0007
Kau, A., & Wan‐Yiun Loh, E. (2006). The effects of service recovery on consumer satisfaction: A comparison between complainants and non‐complainants. Journal of Services Marketing, 20(2), 101–111. https://doi.org/10.1108/08876040610657039
Kim, T. (Terry), Kim, W. G., & Kim, H.-B. (2009). The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism Management, 30(1), 51–62. https://doi.org/10.1016/j.tourman.2008.04.003
Kessler, M.M. (1963), Bibliographic coupling between scientific papers. Amer. Doc., 14: 10-25. https://doi.org/10.1002/asi.5090140103
Lajante, M., Remisch, D., & Dorofeev, N. (2023). Can robots recover a service using interactional justice as employees do? A literature review-based assessment. Service Business, 17(1), 315–357. https://doi.org/10.1007/s11628-023-00525-z
Lee, J. L.-M., Siu, N. Y.-M., Zhang, T. J., & Wong, S. M. H. (2024). The moderating role of face and attribution on service recovery quality, postrecovery satisfaction and repurchase intention: A study of collectivist consumers in service recovery. Journal of Asia Business Studies, 18(6), 1584–1602. https://doi.org/10.1108/JABS-03-2023-0098
Liao, H. (2007). Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures. Journal of Applied Psychology, 92(2), 475–489. https://doi.org/10.1037/0021-9010.92.2.475
Namkung, Y., & Jang, S. C. (Shawn). (2010). Effects of perceived service fairness on emotions, and behavioral intentions in restaurants. European Journal of Marketing, 44(9/10), 1233–1259. https://doi.org/10.1108/03090561011062826
Ozuem, W., Willis, M., Ranfagni, S., Howell, K., & Rovai, S. (2024). Examining the role of social media influencers in service failure and recovery strategies: An empirical investigation of millennials’ views. Information Technology & People, 37(5), 2035–2068. https://doi.org/10.1108/ITP-05-2022-0371
Rogers, G., Szomszor, M. & Adams, J. Sample size in bibliometric analysis. Scientometrics 125, 777–794 (2020). https://doi.org/10.1007/s11192-020-03647-7
Rojas-Lamorena, Salvador Del Barrio-García, Juan Miguel Alcántara-Pilar, A review of three decades of academic research on brand equity: A bibliometric approach using co-word analysis and bibliographic coupling, Journal of Business Research, Volume 139, 2022, Pages 1067-1083, ISSN 0148-2963, https://doi.org/10.1016/j.jbusres.2021.10.025
Roschk, H., & Gelbrich, K. (2014). Identifying Appropriate Compensation Types for Service Failures: A Meta-Analytic and Experimental Analysis. Journal of Service Research, 17(2), 195–211. https://doi.org/10.1177/1094670513507486
Roschk, H., & Kaiser, S. (2013). The nature of an apology: An experimental study on how to apologize after a service failure. Marketing Letters, 24(3), 293–309. https://doi.org/10.1007/s11002-012-9218-x
Sparks, B. A., & Browning, V. (2010). Complaining in Cyberspace: The Motives and Forms of Hotel Guests’ Complaints Online. Journal of Hospitality Marketing & Management, 19(7), 797–818. https://doi.org/10.1080/19368623.2010.508010
Stokburger-Sauer, N. E., & Hofmann, V. (2023). Can a smile help healing service failures? The interplay of employee emotions, guest emotions and justice perceptions for successful service recoveries in the hospitality industry. Journal of Hospitality and Tourism Management, 55, 261–276. https://doi.org/10.1016/j.jhtm.2023.03.018
Tax, S. S., McCutcheon, D., & Wilkinson, I. F. (2013). The Service Delivery Network (SDN): A Customer-Centric Perspective of the Customer Journey. Journal of Service Research, 16(4), 454–470. https://doi.org/10.1177/1094670513481108
Tran, V. D. (2024). Service failure recovery on customer recovery satisfaction and attitude loyalty for airline industry: The moderating effect of brand authenticity. Cogent Business & Management, 11(1), 2296145. https://doi.org/10.1080/23311975.2023.2296145
Van Eck, N. J., & Waltman, L. (2014). Visualizing bibliometric networks. In Y. Ding, R. Rousseau, & D. Wolfram (Eds.), Measuring scholarly impact: Methods and practice (pp. 285–320). Springer. https://doi.org/10.1007/978-3-319-10377-8_13
Van Noort, Guda & Willemsen, Lotte. (2012). Online Damage Control: The Effects of Proactive Versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms. Journal of Interactive Marketing. 26. 131-140. 10.1016/j.intmar.2011.07.001.
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research. Journal of Service Research, 22(2), 103–119. https://doi.org/10.1177/1094670518819852
Verhoef Peter C., Katherine N. Lemon, A. Parasuraman, Anne Roggeveen, Michael Tsiros, Leonard A. Schlesinger, Customer Experience Creation: Determinants, Dynamics and Management Strategies, Journal of Retailing, Volume 85, Issue 1, 2009, Pages 31-41, ISSN 0022-4359, https://doi.org/10.1016/j.jretai.2008.11.001 .
Wei, C., Liu, M. W., & Keh, H. T. (2020). The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery. Journal of Business Research, 118, 321–334. https://doi.org/10.1016/j.jbusres.2020.06.061
Zhang, T., Lu, C., Torres, E., & Chen, P.-J. (2018). Engaging customers in value co-creation or co-destruction online. Journal of Services Marketing, 32(1), 57–69. https://doi.org/10.1108/JSM-01-2017-0027
Zupic, I., & Čater, T. (2015). Bibliometric methods in management and organization. Organizational Research Methods, 18(3), 429–472. https://doi.org/10.1177/1094428114562629
Published
2026-05-20
How to Cite
Irawan, A., Ismail, T., & Lalisan, A. K. (2026). When Services Fail: Mapping Consumer Protection and Ethical Vulnerability Through Bibliographic Coupling and Co-Word Analysis . International Journal of Educational Administration, Management, and Leadership, 7(1), 115-134. https://doi.org/10.51629/ijeamal.v7i1.342
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Copyright (c) 2026 Ari Irawan, Taufiq Ismail, April Kim Lalisan
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