The primary goal of this study is to investigate the roles of expectations and purchase criticality on consumers' brand perceptions and attribution behaviors in service delivery failures. The provision of logistics services is often a crucial point in supply chain management that can influence brand perceptions of customers. Indeed, the level and the quality of customer service provided may determine whether the organization will retain existing customers or even attract new ones. As a consequence, a failure in logistics customer service and its effect on overall perceptions of a brand should not be underestimated. Furthermore, the involvement of a third‐party logistics (3PL) company in this failure situation can create considerable shifts in the responses of consumers, especially in the attribution behavior for cause of failure. By applying scenario‐based experiments, this study demonstrates the dynamics by which customer expectations, purchase criticality and 3PL companies affect consumer brand perceptions and attributions. The results suggest the presence of two expectation‐based buffering effects in delivery failures. The first buffering effect is revealed in overall brand evaluation and repurchase intention, while the second buffering effect is observed in consumer brand attribution. The findings indicate that higher expectations may protect the brand and cause more attribution to the third‐party service provider. Additionally, it is shown that criticality of the purchase has crucial impacts on brand evaluations and attributions.

Purpose This paper aims to examine the relationships between locus of attribution, recovery justice perceptions, recovery satisfaction and repurchase intention after a B2B service failure. Design/methodology/approach Structural equation modeling was used to analyze 300 customer surveys from hospitality businesses. The connections between the selected variables were explored through path analysis using AMOS 24. Findings Based on the results, the more that business customers blame their wholesalers after a service failure, the less they perceive the procedures in the recovery process as fair. Findings also indicate that in the recovery process, interactional connections through fair treatment and inclusion of customer opinions are important to achieve high recovery satisfaction levels. Moreover, if business customers perceive the monetary compensation provided as fair, their recovery satisfaction increases, and recovery satisfaction then helps to retain these business customers after a service failure. Research limitations/implications Starting from the locus of blame, this study highlights the after-failure calculation that business customers make in considering their recovery justice perceptions and the resulting satisfaction level. Practical implications The findings have relevance for B2B relationships. This study provides practical processes for failure and recovery management in B2B settings, especially for wholesale providers who function as resellers rather than as manufacturers. Originality/value The contributions from this study are largely due to examining B2B service failure and recovery as a process that starts at the pre-recovery stage with the locus of attribution followed by recovery justice perceptions. Whereas other studies have focused more on justice perceptions, the authors go back a step in the recovery process to better understand the antecedents of repurchase intention in B2B transactions.

Purpose The purpose of this paper is to explore different factors influencing young consumers’ approaches to eco-labeled products in an emerging country, Turkey. Design/methodology/approach Relevant measures were adapted from the previous literature to assess key constructs on environment and eco-label perceptions. First, an exploratory factor analysis was employed for identifying the key dimensions, and then structural equation modeling was conducted for testing the research hypotheses. Findings The findings reveal that the existence of perceived environmental knowledge has an influence on eco-labeled product purchase tendencies, with environmental concern (EC) having a significant mediating effect. Practical implications This study contributes to practice by addressing perceptual factors affecting young consumers in emerging markets such as Turkey. This relationship can be utilized to increase the tendency to purchase eco-labeled products to create EC enhancing programs in education in addition to environmental knowledge leveraging ones. Besides, these findings may also be beneficial in eco-labeled product marketing efforts. Originality/value This study provides value for the literature by investigating the perception of young consumers in an emerging market specifically, and adopts a more specific eco-label focus, which it integrates with an environmental perspective.

Purpose -The purpose of this study is to introduce the concept of social welfare chain and address the challenges in decision making through the development of an optimal planning model for a nongovernmental organization (NGO). The distinctive properties of the social welfare chain and its relationship with the humanitarian relief chain in the context of supply chain management are also discussed. The paper presents a real decision problem and analyzes the managerial impacts of the proposed solution. Design/methodology/approach -The study of social welfare policy and the review of the humanitarian literature has necessitated the introduction of the social welfare chain. Based on its definition, an optimal facility location distribution model that consolidates the non-integrated style of logistics functions with a cost minimizing approach is developed. The General Algebraic Modeling System (GAMS) is used in order to optimize the coal distribution model of an NGO. Data is obtained from an NGO that aims to help vulnerable people through distributing coal and basic food such as rice and sugar. Findings -Besides laying the foundations of social welfare chain, an analytical tool for decision support systems of the NGOs can be considered as the major finding of the research. Despite the increased number of stages in the proposed network configuration, the optimal solution resulted in significant cost reduction and distribution efficiency due to the availability of temporary distribution center locations at no extra cost. Furthermore, this study brings out the advantages of using intermodal transportation in the distribution process of cost-sensitive networks. Practical implications -This paper provides a detailed analysis that contributes to the efficiency and the effectiveness of social welfare chains. Moreover, it represents a cooperation established between university and NGOs. Originality/value -The planning efforts of nongovernmental organizations targeting at the periodical aids to improve the social welfare level have received little attention in the literature. This paper is the first to propose the concept of "Social Welfare Chain", at the same time addressing the distribution planning for the NGO.

The purpose of the study is to explore the doer effect of service failure, good prior experience, and recovery on overall customer satisfaction, and repurchase intentions for multi-agents in tourism service supply chain. It specifically focuses on internal and external failure, and recovery. Design/Methodology/Approach: The study employs a 2*2*3 between-subjects experimental design with twelve diverse scenarios. It aims to examine the main effects of good prior experience, and the interaction effects of service failure and recovery on overall customer satisfaction and repurchase intentions. Findings: The main findings show that consumers do not show favourable behavioural outcomes when they have good prior experience with an affiliated party. Results of the experiments demonstrate that for hotels, there is no interaction effect between failure and recovery regarding overall customer satisfaction and repurchase intentions; however, for travel agencies, an interaction effect has been found. This indicates that, an internal failure (by travel agency), should be recovered internally to increase the behavioural outcomes for travel agency. However, if there is an external failure (by hotel) then the essential thing is providing a recovery. Originality: Although the service literature covers failure and recovery in diverse contexts, these concepts are rarely studied from a multi-agent perspective in the service supply chain literature. In such a chain, a failure by a different party may remain unresolved, and this may create a positive effect on another party, if they provide recovery for the failure. This means that the doer of the failure and/or recovery (the party responsible from the failure and/or recovery) may have an impact on behavioural outcomes. However, previous literature has neglected to focus on the important issue of which entity/party performs the failure and/or recovery, and the effect on behavioural outcomes. By focusing on a principal-agent relationship in a tourism service supply chain, the study aims to address this research gap.