The art of service recovery: fact or fiction?

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The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, background): “As negative service encounters, or service failures, may influence and reduce overall customer satisfaction (Hocutt, Bowers, & Donavan, 2006 ), understanding the service-recovery process could be fundamental (Schoefer & Ennew, 2005 ).”
The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “Static CE Dynamic CE Development of CE construct Holbrook and Hirschman (1982), Bitner (1990), Hui and Bateson (1991), Bitner (1992), Arnould and Price (1993), Pine and Gilmore (1998), Carù and Cova (2003), Vargo and Lusch (2004), Verhoef et al. (2009), Patrı́cio et al. (2011), Achrol and Kotler (2”
A transactional model of forgiveness in the service failure context: a customer‐driven approach (2011, background): “The goal of service recovery is to increase customer satisfaction, build loyalty and decrease any potential negative word-of-mouth publicity (Hart et al., 1990; Hocutt et al., 2006).”
The service recovery paradox: true but overrated? (2008, result): “…is likely to occur when excellent recoveries are compared with mediocre, error-free service transactions (Bolton and Drew, 1992; Boshoff, 1997; Hocutt et al., 1997, 2006; Smith and Bolton, 1998; McCollough, 2000), but not when excellent recoveries are compared with excellent, errorfree…”