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The Service Industries Journal Volume 32, 2012 - Issue 1
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Original Articles

Moderating role of a priori customer–firm relationship in service recovery situations

Wansoo Kim Tourism Management, Dong-A University, Busan, Republic of KoreaCorrespondence[email protected]
,
Chihyung Ok HMD, Kansas State University, Manhattan, KS, USA
&
Deborah D. Canter HMD, Kansas State University, Manhattan, KS, USA
Pages 59-82 | Received 19 Feb 2010, Accepted 01 Jul 2010, Published online: 22 Sep 2010

Citations (17)

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Muhammad Asghar Ali, Ding Hooi Ting, Muhammad Ahmad-ur-Rehman, Amir Zaib Abbasi & Zahid Hussain. (2021) Perceived service recovery justice and customer re-patronage intentions: Sequential mediation. Cogent Business & Management 8:1.
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Joseph Lok-Man Lee, Noel Yee-Man Siu & Tracy Jun-Feng Zhang. (2020) Does Brand Equity Always Work? A Study of the Moderating Effect of Justice Perceptions and Consumer Attribution Towards Chinese Consumers. Journal of International Consumer Marketing 32:1, pages 69-81.
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Mo Zhang. (2019) The Bright Side of Stressed Frontline Employees in Service Recovery: The Combination Causes of Organizational Empowerment and Self-Regulation Processes. Psychology Research and Behavior Management 12, pages 1087-1097.
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Stefanie Kuhn & Pierre Mostert. (2018) Relationship intention and relationship quality as predictors of clothing retail customers’ loyalty. The International Review of Retail, Distribution and Consumer Research 28:2, pages 206-230.
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Articles from other publishers (13)

Haeok Liz Kim & Seunghyun “Brian” Park. (2023) A netnographic study with social media comments for investigating service failures. Family and Consumer Sciences Research Journal 52:1, pages 53-66.
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Reem Abu Qurah, Nida’a Al-Husban, Anber Abraheem Shlash Mohammad, Faraj Mazyed Faraj Aldaihani, Sulieman Ibraheem Shelash Al-Hawary, Riad Ahmad Mohammed Abazeed, Ibrahim Rashed Soliaman AlTaweel, Muhammad Turki Alshurideh & Barween Al Kurdi. 2023. The Effect of Information Technology on Business and Marketing Intelligence Systems. The Effect of Information Technology on Business and Marketing Intelligence Systems 2193 2214 .
Joseph Lok-Man Lee, Calvin Wah-On Cheng & Vanessa Shun-Wah Liu. (2022) Core Chinese cultural values: Perceived justice and post-recovery satisfaction in higher education services. Service Business 16:3, pages 743-770.
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Sean Sands, Colin Campbell, Carla Ferraro & Kirk Plangger. (2022) Buffering B2B service failure: The role of customer engagement. Industrial Marketing Management 103, pages 47-60.
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Hyunjoon Kim, Jinkyung Jenny Kim & Muhammad Asif. (2019) The Antecedents and Consequences of Travelers’ Well-Being Perceptions: Focusing on Chinese Tourist Shopping at a Duty Free. International Journal of Environmental Research and Public Health 16:24, pages 5081.
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Praveen Sugathan, Alexander Rossmann & Kumar Rakesh Ranjan. (2018) Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels. European Journal of Marketing 52:5/6, pages 973-1006.
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Heesup Han, JungHoon (Jay) Lee & Jinsoo Hwang. (2016) A study of brand prestige in the casino industry: The moderating role of customer involvement. Tourism and Hospitality Research 18:1, pages 96-106.
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Steven J. Migacz, Suiwen (Sharon) Zou & James F. Petrick. (2017) The “Terminal” Effects of Service Failure on Airlines: Examining Service Recovery with Justice Theory. Journal of Travel Research 57:1, pages 83-98.
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Zeeshan Riaz & Muhammad Ishfaq Khan. (2016) Impact of service failure severity and agreeableness on consumer switchover intention. Asia Pacific Journal of Marketing and Logistics 28:3, pages 420-434.
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Jinsoo Hwang, Heesup Han & Seung-woo Choo. (2016) An investigation of the formation of rapport between players and dealers in the casino industry. Journal of Destination Marketing & Management 5:2, pages 97-106.
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Stefanie W. Kuhn & Pierre G. Mostert. (2015) Relationship intention amongst clothing retail customers: An exploratory study. Acta Commercii 15:1.
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Jong-Hyeong Kim & SooCheong (Shawn) Jang. (2014) A scenario-based experiment and a field study: A comparative examination for service failure and recovery. International Journal of Hospitality Management 41, pages 125-132.
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Michael Stodnick & Kathryn A. Marley. (2013) A longitudinal study of the zone of tolerance. Managing Service Quality: An International Journal 23:1, pages 25-42.
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