Weber, KarinH.C. Hsu, Cathy2024-10-102024-10-102021https://thuvienso.hoasen.edu.vn/handle/123456789/15820Despite substantial growth in revenue and attendance numbers on a global and country level over the past decades, failure is still a fairly common phenomenon in the events/festival industry. Drawing on two scenario studies and data collected in the United States, this research investigated the impact on festival-goers’ evalua­ tions and behavior of joint-stakeholder external service recoveries, in contrast to the prevalent focus on exam­ ining service recoveries by a single stakeholder that caused the failure. Findings revealed that festival-goers had different perceptions of and behavioral intentions towards the various stakeholders depending on their perception of fault for the failure. Yet, rather than a predicted joint effect with failure severity, we found a significant interaction effect of the locus of causality with service recovery measures, either via an internal or external recovery. Implications of study findings and directions for future research are discussed.enExternal service recovery; Joint service recovery; Multiple stakeholder settings; Festivals; ExperimentsArticle