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Journal of Marketing Theory and Practice Volume 24, 2016 - Issue 1
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Original Articles

Cross-Buying After Product Failure Recovery? Depends on How You Feel About It

Nita UmashankarAssistant Professor of Marketing, Robinson College of Business, Georgia State University, RCB 1338, Atlanta, GA30302-3989, [email protected]
,
Raji SrinivasanProfessor of Marketing, Spurgeon Bell Centennial Fellow, Red McCombs School of Business, University of Texas at Austin, CBA 7.248, Austin, TX78712-1176, [email protected]
&
Jeffrey R. ParkerAssistant Professor of Marketing, Robinson College of Business, Georgia State University, RCB 1327, Atlanta, GA30302-3989, [email protected]
Pages 1-22 | Published online: 11 Dec 2015

Citations (11)

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Read on this site (2)

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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Anshu Suri, Bo Huang & Sylvain Sénécal. (2019) I Can Forgive You, But I Can’t Forgive the Firm: An Examination of Service Failures in the Sharing Economy. Journal of Marketing Theory and Practice 27:4, pages 355-370.
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Articles from other publishers (9)

Mehir Baidya, Bipasha Maity & Susobhan Goswami. (2023) A value-driven touchpoints strategy for managing the customer experience process. Business Process Management Journal 29:7, pages 2147-2166.
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Manuel Berkmann, Maik Eisenbeiss, Werner Reinartz & Nico Schauerte. (2023) Leveraging B2B field service technicians as a “second sales force”: How service situations affect selling activity and success. Journal of the Academy of Marketing Science.
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Valter Afonso Vieira, Robert Mayberry, James Boles, Julie Johnson-Busbin & Rita Cassia Pereira. (2022) The mediating role of cooperative norms in the formation of buyer commitment in the buyer–seller relationship. Journal of Business & Industrial Marketing 38:7, pages 1409-1423.
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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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Dennis Herhausen, Lauren Grewal, Krista Hill Cummings, Anne L. Roggeveen, Francisco Villarroel Ordenes & Dhruv Grewal. (2022) Complaint De-Escalation Strategies on Social Media. Journal of Marketing 87:2, pages 210-231.
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Liezl-Marié van der Westhuizen & Stefanie Wilhelmina Kuhn. (2023) Handmade clothing consumption as a means of self-expression. Journal of Fashion Marketing and Management: An International Journal.
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Kiran Karande & Mahesh Gopinath. (2019) Protecting brands from product failure using extended warranties. Journal of Product & Brand Management 28:7, pages 787-799.
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Nita Umashankar, Morgan K. Ward & Darren W. Dahl. (2017) The Benefit of Becoming Friends: Complaining after Service Failures Leads Customers with Strong Ties to Increase Loyalty. Journal of Marketing 81:6, pages 79-98.
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Nita Umashankar, Yashoda Bhagwat & V. Kumar. (2016) Do loyal customers really pay more for services?. Journal of the Academy of Marketing Science 45:6, pages 807-826.
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