Citations (22)
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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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Suh-hee Choi & Liping A. Cai. (2016) Tourist Causal Attribution: Does Loyalty Matter?. Journal of Travel & Tourism Marketing 33:9, pages 1337-1347.
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Juulia Räikkönen & Antti Honkanen. (2016) Making It Right the Third Time? Pursuing Satisfaction and Loyalty in a Double Service Recovery. Scandinavian Journal of Hospitality and Tourism 16:4, pages 333-351.
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Victoria Browning, Kevin
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Articles from other publishers (14)
Antonio Kuzmanić, Jasmina Dlačić & Borut Milfelner. (2023) Service Recovery Satisfaction and Commitment in the Context of Spectator Sport Industry: Study on Croatian Football Consumers. Central European Business Review 12:2, pages 61-85.
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Puneet Kaur, Shalini Talwar, Nazrul Islam, Jari Salo & Amandeep Dhir. (2022) The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps. Journal of Business Research 147, pages 142-157.
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Cansu YILDIRIM. (2022) CLASSIFYING ONLINE CUSTOMER COMPLAINTS: A MULTIAGENT PERSPECTIVE. Journal of Research in Business 7:1, pages 158-179.
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Utkarsh & Roopak Kumar Gupta. (2022) Effects of confidence and social benefits on consumers’ extra-role and in-role behaviors: A social identity and social exchange perspective. Journal of Retailing and Consumer Services 65, pages 102879.
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Bengü Sevil Oflaç, Ursula Y. Sullivan & Zeynep Kaya Aslan. (2021) Examining the impact of locus and justice perception on B2B service recovery. Journal of Business & Industrial Marketing 36:8, pages 1403-1414.
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Swagato Chatterjee, Srabanti Mukherjee & Biplab Datta. (2021) Influence of prior reviews about a firm and its alliance partners on reviewers' feedback: evidence from the airline industry. Journal of Service Theory and Practice 31:3, pages 423-449.
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Rosemary Matikiti, Mercy Mpinganjira & Mornay Roberts-Lombard. (2019) Service recovery satisfaction and customer commitment in the airline business. African Journal of Economic and Management Studies 11:1, pages 91-108.
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YooHee Hwang & Anna S. Mattila. (2018) Spillover Effects of Status Demotion on Customer Reactions to Loyalty Reward Promotions: The Role of Need for Status and Exclusivity. Journal of Travel Research 58:8, pages 1302-1316.
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Jeremy S. Wolter, Todd J. Bacile, Jeffery S. Smith & Michael Giebelhausen. (2019) The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery. Journal of Business Research 104, pages 233-246.
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Priyanko Guchait, Rachel Han, Xingyu Wang, JéAnna Abbott & Yetong Liu. (2019) Examining stealing thunder as a new service recovery strategy: impact on customer loyalty. International Journal of Contemporary Hospitality Management 31:2, pages 931-952.
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Wasim Ahmad & Jin Sun. (2018) Modeling consumer distrust of online hotel reviews. International Journal of Hospitality Management 71, pages 77-90.
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Nicholas O. Mantey & Vannie Naidoo. (2016) Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa. Journal of Economics and Behavioral Studies 8:4(J), pages 67-78.
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Osman M. Karatepe & Sanaz Vatankhah. (2015) High-performance work practices, career satisfaction, and service recovery performance: a study of flight attendants. Tourism Review 70:1, pages 56-71.
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Crist?bal Casanueva, ?ngeles Gallego, Ignacio Castro & Mar?a Sancho. (2014) Airline alliances: Mobilizing network resources. Tourism Management 44, pages 88-98.
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