The power of explanations in mitigating the ill‐effects of service failures

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Anger, frustration, and helplessness after service failure: coping strategies and effective informational support (2010, background): “Whereas the effect of instrumental support (e.g., through compensation) and emotional support (e.g., through apology) is well-documented, another type is often neglected: informational support (Bonifield and Cole 2008; Mattila 2006 ).”
A cross‐cultural comparison of perceived informational fairness with service failure explanations (2011, background): “, 1998), in particular in terms of informational fairness (Liao, 2007; Mattila, 2006).”
The Effect of Servicescape Cleanliness on Customer Reactions (2010, methodology): “This is important, since negative performances or failures of services have a greater impact on customer satisfaction and purchase intentions than do positive performances (Mattila, 2006; Yao-Yi & Mount, 2007).”
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery? (2020, background): “…failures, consumers should be particularly keen on service recovery tactics signaling warmth (to restore social loss; Blodgett, Hill, and Tax 1997; Mattila 2006; A. K. Smith, Bolton, and Wagner 1999), and therefore, we predict that postrecovery satisfaction will be mediated by warmth not…”