Citations (78)
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Mengzhen Liu & Wei Xiong. (2023) Well-known or well-liked? The effects of brand reputation on customers’ responses to service failure. Journal of Travel & Tourism Marketing 40:3, pages 221-241.
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Saba Salehi-Esfahani, Edwin Torres & Nan Hua. (2023) Responding to negative reviews? The interplay of management response strategy and service failure type. Journal of Hospitality Marketing & Management 32:1, pages 29-49.
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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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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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Hart O. Awa, Nnachi K. Ikwor & Doris G. Ademe. (2021) Customer satisfaction with complaint responses under the moderation of involvement. Cogent Business & Management 8:1.
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Maria Petrescu, Tamara Mangleburg, Selima Ben Mrad & Kathleen O’Leary. (2020) Reciprocal influences and effects of viral NWOM campaigns in social media. Journal of Marketing Communications 26:7, pages 685-702.
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Rosemary Matikiti, Mornay Roberts-Lombard & Mercy Mpinganjira. (2019) Customer attributions of service failure and its impact on commitment in the airline industry: an emerging market perspective. Journal of Travel & Tourism Marketing 36:4, pages 403-414.
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Xiang Ying Mei, Ingrid K. Bagaas & Erling K. L. Relling. (2019) Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook?. The International Review of Retail, Distribution and Consumer Research 29:1, pages 63-78.
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Nana Trianasari, Ken Butcher & Beverley Sparks. (2018) Understanding Guest Tolerance and the Role of Cultural Familiarity in Hotel Service Failures. Journal of Hospitality Marketing & Management 27:1, pages 21-40.
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Aviad A. Israeli, Seonjeong Ally Lee & Aryn C. Karpinski. (2017) Investigating the Dynamics and the Content of Customers’ Social Media Reporting after a Restaurant Service Failure. Journal of Hospitality Marketing & Management 26:6, pages 606-626.
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Heejung Ro & Marketa Kubickova. (2013) The Use of Student Subjects in Hospitality Research: Insights from Subjective Knowledge. Journal of Quality Assurance in Hospitality & Tourism 14:4, pages 295-320.
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Articles from other publishers (67)
Huili Yan, Luqing Wang & Hao Xiong. (2024) Would the blind box be more effective? The role of uncertainty in consumers’ post-recovery satisfaction. Journal of Hospitality and Tourism Management 59, pages 86-101.
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Clemens Hutzinger & Wolfgang J. Weitzl. (2023) Double jeopardy: effects of inter-failures and webcare on (un-)committed online complainants’ revenge. Internet Research 33:7, pages 19-45.
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Mengmeng Song, Xinyu Xing, Yucong Duan & Jian Mou. (2023) I can feel AI failure: the impact of service failure type and failure assessment on customer recovery expectation. Industrial Management & Data Systems 123:12, pages 2949-2975.
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Nasrin Rasouli, Mohammad Alimohammadirokni, S. Mostafa Rasoolimanesh, Ayatollah Momayez & Nafas (Atefeh) Emadlou. (2023) Examining brand transgression, behavioral responses and the mediating effect of perceived brand betrayal. Consumer Behavior in Tourism and Hospitality 18:4, pages 483-498.
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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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T Padmavathi & Sunil J. (2023) Effect of Perceived Recovery Justice on Repurchase Intention Through the Mediating Role of Customer Recovery Satisfaction and Emotional Forgiveness. Revista de Gestão Social e Ambiental 17:4, pages e03391.
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Jose Marcos Carvalho de Mesquita, Hyunju Shin, Andre Torres Urdan & Marco Tulio Campos Pimenta. (2023) Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction. European Journal of Marketing 57:7, pages 1826-1853.
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Sarabjit Kaur Sidhu, Fon Sim Ong & M.S. Balaji. (2023) Impact of failure severity levels on satisfaction and behavior: from the perspectives of justice theory and regulatory focus theory. Journal of Consumer Marketing 40:4, pages 535-547.
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Joona Keränen, Dirk Totzek, Anna Salonen & Mario Kienzler. (2023) Advancing value-based selling research in B2B markets: A theoretical toolbox and research agenda. Industrial Marketing Management 111, pages 55-68.
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Rana Muhammad Umar. (2022) Service recovery efforts' influence on consumers' desire to reciprocate and forgiveness: the mediating role of perceived justice. South Asian Journal of Marketing 4:1, pages 74-91.
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Durgesh Agnihotri, Kushagra Kulshreshtha, Vikas Tripathi & Pallavi Chaturvedi. (2022) Does green self-identity influence the revisit intention of dissatisfied customers in green restaurants?. Management of Environmental Quality: An International Journal 34:2, pages 535-564.
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Zengmao Yang, Jinlai Zhou & Hongjun Yang. (2023) The Impact of AI’s Response Method on Service Recovery Satisfaction in the Context of Service Failure. Sustainability 15:4, pages 3294.
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Satya Bhusan DashAvinash Jain. (2022) Experience from E-Government Services: A Topic Model Approach. IIM Kozhikode Society & Management Review, pages 227797522211265.
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Arun Kumar Kaushik, Rajeev Gupta & Mukesh Kumar. (2022) Qualitative Investigation of Customer Delight and Terrible Hospitality Experiences. Global Business Review, pages 097215092210949.
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Shangzhi Qiu, Laurie Wu, Yanjia Yang & Guojun Zeng. (2022) Offering the right incentive at the right time: Leveraging customer mental accounting to promote prepaid service. Annals of Tourism Research 93, pages 103367.
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Rishi Dwesar & Debajani Sahoo. (2020) Does service failure criticality affect global travellers' service evaluations? An empirical analysis of online reviews. Management Decision 60:2, pages 426-448.
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Ahasan Harun & Md Rokonuzzaman. (2021) Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators. Journal of Retailing and Consumer Services 62, pages 102601.
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Ke Ma & Xin Zhong. (2021) Moral judgment and perceived justice in service recovery. Marketing Intelligence & Planning 39:4, pages 574-588.
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Pantea Fouroudi, Philip J. Kitchen, Reza Marvi, Tugra Nazli Akarsu & Helal Uddin. (2020) A bibliometric investigation of service failure literature and a research agenda. European Journal of Marketing 54:10, pages 2575-2619.
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Jun Liu, HengJin Zhang, JingJing Sun, NingXin Li & Anil Bilgihan. (2020) How to prevent negative online customer reviews: the moderating roles of monetary compensation and psychological compensation. International Journal of Contemporary Hospitality Management 32:10, pages 3115-3134.
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Li Wang & SungMin Bae. (2020) How to avoid the free shipping pitfall? Changing consumer attitudes from the perspective of information interaction. Electronic Commerce Research and Applications 42, pages 100996.
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Steven Kayambazinthu Msosa & Jeevarathnam P. Govender. (2020) Service failure in higher education institutions. International Journal of Educational Management 34:1, pages 45-55.
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Raphael Odoom, George Cudjoe Agbemabiese & Robert E. Hinson. (2019) Service recovery satisfaction in offline and online experiences. Marketing Intelligence & Planning 38:1, pages 1-14.
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Irma Magaña Carrillo, Göran Svensson & María del Carmen Otero Neira. (2019) The impact of perceived justice on satisfaction and behavioral intentions in service encounters – a comparison and validation study. International Journal of Quality and Service Sciences 11:3, pages 378-394.
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Danae Manika, Savvas Papagiannidis & Michael Bourlakis. (2017) Understanding the effects of a social media service failure apology: A comparative study of customers vs. potential customers. International Journal of Information Management 37:3, pages 214-228.
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