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Agu, Godswill Agu. (2023) Recovery Strategies of a Micro Restaurant in Nigeria: Implications on Customer Satisfaction and Loyalty. Journal of African Business 24:3, pages 363-383.
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Xiaolin Li, Li Ma, Benjiang Lu & Kexin Huang. (2023) Sincere or Falsehearted? Investigation of Online Reviews and Merchant Response. International Journal of Electronic Commerce 27:2, pages 185-209.
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Sarah Amsl, Iain Watson, Christoph Teller & Steve Wood. (2023) Product information failures on websites and their impact on mobile shopping behaviour. International Journal of Retail & Distribution Management.
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Kai-Yu Wang, Wen-Hai Chih & Andreawan Honora. (2023) How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style. International Journal of Information Management 69, pages 102618.
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Ilija Djekic, Bojan Dimitrijevic & Nada Smigic. (2022) Consumer complaints associated with food quality. Journal of Consumer Protection and Food Safety 18:1, pages 57-69.
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Gianfranco Walsh, Edward Shiu, Mario Schaarschmidt & Louise M. Hassan. (2022) Digital presence in service recovery: The interactive effect of customer salutations and employee photographs in email signatures. Psychology & Marketing 39:12, pages 2361-2383.
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Yu Zhang, Yafen Yuan & Bingjia Shao. (2022) Co-creating value with customers in online service recovery: Bridging the links between mandatory and voluntary customer participation. Electronic Commerce Research and Applications 55, pages 101188.
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Tan Vo-Thanh, Mustafeed Zaman, Rajibul Hasan, Shahriar Akter & Thac Dang-Van. (2022) The service digitalization in fine-dining restaurants: a cost-benefit perspective. International Journal of Contemporary Hospitality Management 34:9, pages 3502-3524.
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Doga Istanbulluoglu & Ezgi Sakman. (2022) Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust. European Management Journal.
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Sanchayan Sengupta. 2022. Research Anthology on Social Media Advertising and Building Consumer Relationships. Research Anthology on Social Media Advertising and Building Consumer Relationships 1539 1572 .
Tong Che, Meng Ji, Xiabing Zheng & Bo Feng. (2021) Dissatisfaction toward O2O websites: expectation disconfirmation and justice perspective. Asia Pacific Journal of Marketing and Logistics 34:1, pages 190-208.
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Vivek Roy, T. Sai Vijay & Abhishek Srivastava. (2022) The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics. Journal of Retailing and Consumer Services 64, pages 102837.
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Andreawan Honora, Wen-Hai Chih & Kai-Yu Wang. (2022) Managing social media recovery: The important role of service recovery transparency in retaining customers. Journal of Retailing and Consumer Services 64, pages 102814.
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Marta Frasquet, Marco Ieva & Cristina Ziliani. (2021) Complaint behaviour in multichannel retailing: a cross-stage approach. International Journal of Retail & Distribution Management 49:12, pages 1640-1659.
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Sophie Jeanpert, Laure Jacquemier-Paquin & Sophie Claye-Puaux. (2021) The role of human interaction in complaint handling. Journal of Retailing and Consumer Services 62, pages 102670.
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Hamed Jafarzadeh, Mahdi Tafti, Ali Intezari & Babak Sohrabi. (2021) All's well that ends well: Effective recovery from failures during the delivery phase of e-retailing process. Journal of Retailing and Consumer Services 62, pages 102602.
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Jian Mou & Yi Cui. 2021. Cross-Border E-Commerce Marketing and Management. Cross-Border E-Commerce Marketing and Management 285 304 .
Anis Chtourou. (2020) Le pouvoir de l’excuse dans la récupération de service. Projectics / Proyéctica / Projectique n°27:3, pages 39-53.
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Dustin Smith & Eric Rhiney. (2020) CSR commitments, perceptions of hypocrisy, and recovery. International Journal of Corporate Social Responsibility 5:1.
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Christine Ye, Charles F. Hofacker, John Peloza & Alexis Allen. (2020) How online trust evolves over time: The role of social perception. Psychology & Marketing 37:11, pages 1539-1553.
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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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Kai-Yu Wang, Wen-Hai Chih, Li-Chun Hsu & Wei-Ching Lin. (2020) Investigating apology, perceived firm remorse and consumers’ coping behaviors in the digital media service recovery context. Journal of Service Management 31:3, pages 421-439.
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Sanchayan Sengupta. (2020) How Does Culture Impact Customer Evaluation in Online Complaining?. Journal of Global Information Management 28:2, pages 131-159.
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Gerhard Wagner, Hanna Schramm-Klein & Sascha Steinmann. (2020) Online retailing across e-channels and e-channel touchpoints: Empirical studies of consumer behavior in the multichannel e-commerce environment. Journal of Business Research 107, pages 256-270.
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Jens Hogreve, Nicola Bilstein & Kathrin Hoerner. (2019) Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others. Journal of Service Research 22:4, pages 421-439.
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Annelies Costers, Yves Van Vaerenbergh & Anja Van den Broeck. (2019) How to boost frontline employee service recovery performance: the role of cultural intelligence. Service Business 13:3, pages 581-602.
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Ying Li, Ke Yang, Jin Chen, Sumeet Gupta & Feiyang Ning. (2019) Can an apology change after-crisis user attitude? The role of social media in online crisis management. Information Technology & People 32:4, pages 802-827.
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Françoise Simon. 2019. Augmented Customer Strategy. Augmented Customer Strategy 167 181 .
Samuel Ayertey & Kerry Howell. 2019. Leveraging Computer-Mediated Marketing Environments. Leveraging Computer-Mediated Marketing Environments 173 192 .
Yves Van Vaerenbergh, Simon Hazée & Annelies Costers. (2018) Customer participation in service recovery: a meta-analysis. Marketing Letters 29:4, pages 465-483.
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