Citations (43)
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Kowoon Kim & Hong-Youl Ha. (2023) Service recovery types on customer forgiveness: a moderated moderation model of promotions and customer type. Asia Pacific Journal of Tourism Research 28:12, pages 1417-1433.
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Sarabjit Kaur Sidhu, Fon Sim Ong & M. S. Balaji. (2023) Moderating Role of Consumers’ Attachment Style on Post-Recovery Satisfaction Behavior. Journal of Relationship Marketing 22:4, pages 354-380.
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Gumkwang Bae, Seunghwan Lee & Dae-Young Kim. (2021) Interactions between Service Recovery Efforts and Customer Characteristics: Apology, Compensation, and Empowerment. Journal of Quality Assurance in Hospitality & Tourism 22:2, pages 218-244.
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Maria-Eugenia Ruiz-Molina, Teresa Fayos-Gardo & Beatriz Moliner-Velazquez. (2020) Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?. Journal of Relationship Marketing 19:4, pages 329-354.
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Henry Wai Leong Ho & Helen Madden-Hallett. (2020) Diners’ Perceptions and Attitudes of a Crowded College Dining Environment: a Qualitative Study. Journal of Quality Assurance in Hospitality & Tourism 21:2, pages 168-189.
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Teresa Fayos-Gardó, Beatriz Moliner-Velázquez, Maria-Eugenia Ruiz-Molina & Maja Šerić. (2017) Analysing the fulfilment of service recovery paradox in retailing. The International Review of Retail, Distribution and Consumer Research 27:4, pages 369-389.
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Bengü Sevil Oflaç. (2016) Consumer Response to Recovery Efforts for Online Product Failures: An Empirical Study for Turkey. Journal of Marketing Channels 23:4, pages 230-240.
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Myong Jae Lee, Sanggun Lee & Young Min Joo. (2015) The Effects of Exhibition Service Quality on Exhibitor Satisfaction and Behavioral Intentions. Journal of Hospitality Marketing & Management 24:7, pages 683-707.
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Yi-Mu Chen & Tseng-Lung Huang. (2015) Customers’ Attribution of Blame in Chain Store Settings: The Perspectives of Relationship Orientation. Journal of Relationship Marketing 14:3, pages 220-238.
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Poh
Theng Loo, Huey
Chern Boo & Catheryn Khoo-Lattimore. (2013) Profiling Service Failure and Customer Online Complaint Motives in the Case of Single Failure and Double Deviation. Journal of Hospitality Marketing & Management 22:7, pages 728-751.
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Shuling Liao & Colin
C. Cheng. (2013) Consumer evaluation of self-service innovation failure: the effect of brand equity and attribution. The Service Industries Journal 33:5, pages 467-485.
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Rodolfo Vázquez-Casielles, Víctor Iglesias & Concepción Varela-Neira. (2012) Service recovery, satisfaction and behaviour intentions: analysis of compensation and social comparison communication strategies. The Service Industries Journal 32:1, pages 83-103.
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Wansoo Kim, Chihyung Ok & Deborah
D. Canter. (2012) Moderating role of a priori customer–firm relationship in service recovery situations. The Service Industries Journal 32:1, pages 59-82.
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Jesús Cambra-Fierro, JuanM. Berbel-Pineda, Rocío Ruiz-Benítez & Rosario Vazquez-Carrasco. (2011) Managing service recovery processes: the role of customers' age. Journal of Business Economics and Management 12:3, pages 503-528.
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Randi Priluck & Joseph Wisenblit. (2009) The Impact of Exchange Lineage on Customers' Responses to Service Debacles and Subsequent Recovery. Services Marketing Quarterly 30:4, pages 365-376.
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Articles from other publishers (28)
Nathalie Kron, Jesper Björkman, Peter Ek, Micael Pihlgren, Hanan Mazraeh, Benny Berggren & Patrik Sörqvist. (2023) The demand-what-you-want strategy to service recovery: achieving high customer satisfaction with low service failure compensation using anchoring and precision effects. Journal of Service Theory and Practice 33:7, pages 73-93.
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Giuseppe Catenazzo & Marcel Paulssen. (2023) Experiencing defects: the moderating role of severity and warranty coverage on quality perceptions. International Journal of Quality & Reliability Management 40:9, pages 2205-2221.
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Juhi Kamakoty & Sandeep Singh. (2023) PHEISQUAL: A Scale to Measure Service Quality of Professional Higher Educational Institute From Faculty Perspective. SAGE Open 13:4.
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Selman TEMİZ & Ramazan KURTOĞLU. (2023) KONAKLAMA İŞLETMELERİNDE HİZMET TELAFİSİ, TEKRAR SATIN ALMA VE POZİTİF AĞIZDAN AĞIZA İLETİŞİM ÜZERİNDE MÜŞTERİ ATIFLARININ ETKİSİTHE EFFECT OF CUSTOMERS’ ATTRIBUTIONS ON SERVICE RECOVERY, REPURCHASE INTENTION AND POSITIVE WORD OF MOUTH IN ACCOMMODATION ESTABLISHMENTS. Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 10:1, pages 475-508.
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Leonardo Aureliano-Silva, Eduardo Eugênio Spers, Rab Nawaz Lodhi & Monalisa Pattanayak. (2022) Who loves to forgive? The mediator mechanism of service recovery between brand love, brand trust and purchase intention in the context of food-delivery apps. British Food Journal 124:12, pages 4686-4700.
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Parin Parikh & Christopher S. Dutt. (2021) Impacts of staff demographics on complaint management behaviour in five-star hotels in Dubai. International Hospitality Review 36:2, pages 199-219.
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Priyanka Suresh & Vaibhav Chawla. (2022) The Burden of Double Deviation in Services: A Systematic Review and Research Agenda. International Journal of Consumer Studies 46:5, pages 1919-1941.
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Andreas Edström, Beatrice Nylander, Jonas Molin, Zahra Ahmadi & Patrik Sörqvist. (2022) Where service recovery meets its paradox: implications for avoiding overcompensation. Journal of Service Theory and Practice 32:7, pages 1-13.
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Ke Ma, Xin Zhong & Guanghui Hou. (2020) Gaining satisfaction: the role of brand equity orientation and failure type in service recovery. European Journal of Marketing 54:10, pages 2317-2342.
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M.S. Balaji, Subhash Jha, Aditi Sarkar Sengupta & Balaji C. Krishnan. (2018) Are cynical customers satisfied differently? Role of negative inferred motive and customer participation in service recovery. Journal of Business Research 86, pages 109-118.
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Denis Hübner, Stephan M. Wagner & Stefan Kurpjuweit. (2018) The service recovery paradox in B2B relationships. Journal of Business & Industrial Marketing 33:3, pages 291-302.
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Raquel Reis Soares, Ting Ting (Christina) Zhang, João F. Proença & Jay Kandampully. (2017) Why are Generation Y consumers the most likely to complain and repurchase?. Journal of Service Management 28:3, pages 520-540.
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Raquel Reis Soares, Joao F. Proena & P. K. Kannan. (2014) The Service Recovery Paradox in a Call-Center Context: Compensation and Timeliness in Recovering Mobile Customers. The Service Recovery Paradox in a Call-Center Context: Compensation and Timeliness in Recovering Mobile Customers.
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Bengü S. Oflaç, Ursula Y. Sullivan & Tunçdan Baltacioğlu. (2012) An Attribution Approach to Consumer Evaluations in Logistics Customer Service Failure Situations. Journal of Supply Chain Management 48:4, pages 51-71.
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Yves Van Vaerenbergh, Bart Larivière & Iris Vermeir. (2012) The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions. Journal of Service Research 15:3, pages 262-279.
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Ebrahim Soltani, Vinh Sum Chau & Ying‐Ying Liao. (2012) A learning organization perspective of service quality operations in the IT industry. Strategic Change 21:5-6, pages 275-284.
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Soo-Kyoung Ahn. (2011) Building Fashion Customer Loyalty by Service Recovery and the Effect of Explanations on It. Journal of the Korean Society of Clothing and Textiles 35:7, pages 841-855.
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Hua Yuan, Yu Qian & Feng Zhuo. (2010) Modeling Structure of Customer Satisfaction with Service Recovery. Modeling Structure of Customer Satisfaction with Service Recovery.
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Rui Sousa & Christopher A. Voss. (2009) The effects of service failures and recovery on customer loyalty in e‐services. International Journal of Operations & Production Management 29:8, pages 834-864.
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Randi Priluck & Vishal Lala. (2009) The impact of the recovery paradox on retailer‐customer relationships. Managing Service Quality: An International Journal 19:1, pages 42-59.
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Gary Akehurst. (2007) What do we really know about services?. Service Business 2:1, pages 1-15.
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Mehdi Kazemi, Yahya Baridnazif & Amir Forouharfar. (2013) The Effects of Perceived Justice on Customers' Recovery Satisfaction and Customers' Trust in Domestic Airline Companies. SSRN Electronic Journal.
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