23.10.2025

The article “Something old and something new: a replication and extension of the disconfirmation model of consumers' response to service failure and recovery in the contemporary servicescape,”

has been accepted for publication in the Journal of Service Management: Please read the full article here. 
In this study, the authors replicate and extend the classic disconfirmation model by McCollough, Berry, and Yadav (2000) — a cornerstone of service failure and recovery research — and explore how recovery efforts are perceived when delivered by service robots versus human employees. The findings confirm that the model’s key mechanisms still hold after 25 years, while also showing that who delivers the recovery matters. Feeling appreciated remains a crucial factor for customers during service recovery.

This publication results from a collaboration between Sören Köcher (Trier University), Sarah Köcher (CAU), Ravi Chatterjee (Symbiosis International University), and Yupal Shukla (The University of Memphis).



(Ein Post der Professur für Digitales Marketing)