Cross-generational perceptions and reactions during service recovery

References

• Appelbaum, S., Serena, M., & Shapiro, B. (2004). Generation X and the boomers. Management Research News, 27, 1–28.
   Google Scholar
• Ashill, N., Rod, M., Thirkell, P., & Carruthers, J. (2009). Job resourcefulness, symptoms of burnout and service recovery performance. Journal of Services Marketing, 23, 338–350. doi: 10.1108/08876040910973440
   Web of Science ®Google Scholar
• Bernhardt, K. (1981). Consumer problems and complaint actions of older Americans: A national view. Journal of Retailing, 57, 107–123.
   Web of Science ®Google Scholar
• Chebat, J., Davidow, M., & Codjovi, I. (2005). Silent voices: Why some dissatisfied consumers fail to complain. Journal of Service Research, 7, 328–342. doi: 10.1177/1094670504273965
   Web of Science ®Google Scholar
• Colgate, M., & Norris, M. (2001). Developing a comprehensive picture of service failure. International Journal of Service Industry Management, 12, 215–233. doi: 10.1108/09564230110393211
   Google Scholar
• Corbin, J., & Strauss, A. (2008). Basics of qualitative research, London: Sage.
   Google Scholar
• Dellande, S., Gilly, M., & Graham, J. (2004). Gaining compliance and losing weight. Journal of Marketing, 68, 78–91. doi: 10.1509/jmkg.68.3.78.34764
   Web of Science ®Google Scholar
• Dellande, S., & Nyer, P. (2007). Using public commitment to gain customer compliance. Advances in Consumer Research, 34, 249–255.
   Google Scholar
• Deutschmann, C. (2006). Anglo-amerikanischer consumerism und die diskussion über lebensstile in Deutschland. In V. Berghahn, & S. Vitols (Eds.), Gibt es einen Deutschen kapitalismus, (pp. 154–165). Frankfurt am Main: Campus.
   Google Scholar
• Falbo, T. (1977). Multidimensional scaling of power strategies. Journal of Personality and Social Psychology, 35, 537–547. doi: 10.1037/0022-3514.35.8.537
   Web of Science ®Google Scholar
• Falbo, T., & Peplau, L. (1980). Power strategies in intimate relationships. Journal of Personality and Social Psychology, 38, 618–628. doi: 10.1037/0022-3514.38.4.618
   Web of Science ®Google Scholar
• Foucault, M. (1977). Discipline and punish: The birth of the prison, London: Penguin.
   Google Scholar
• Foucault, M. (1980). Power/knowledge: Selected interviews and other writings, Brighton: Harvester.
   Google Scholar
• Goulding, C. (1999). Consumer research, interpretive paradigms and methodological ambiguities. European Journal of Marketing, 33, 859–873. doi: 10.1108/03090569910285805
   Google Scholar
• Gummesson, E. (2003). All research is interpretive!. Journal of Business and Industrial Marketing, 18, 482–492. doi: 10.1108/08858620310492365
   Google Scholar
• Harris, P. (2005). Boomer vs. echo boomer. Training and Development, 59, 44–50.
   Google Scholar
• Hodgson, D. (2002). Know your customer. Management Decision, 40, 318–328. doi: 10.1108/00251740210426312
   Google Scholar
• Holliday, A. (2007). Doing and writing qualitative research, London: Sage.
   Google Scholar
• Howe, N., & Nadler, R. (2009). Yes we can: The emergence of millennials as a political generation, Washington, DC: New America Foundation.
   Google Scholar
• Howe, N., & Strauss, W. (2007). The next 20 years. Harvard Business Review, 85, 41–52.
   PubMed Web of Science ®Google Scholar
• Humphreys, A. (2006). The consumer as Foucauldian ‘object of knowledge’. Social Science Computer Review, 24, 296–309. doi: 10.1177/0894439306287975
   Web of Science ®Google Scholar
• Huppertz, J. (2007). Firms’ complaint handling policies and consumer complaint voicing. Journal of Consumer Marketing, 24, 428–437. doi: 10.1108/07363760710834843
   Google Scholar
• Johnston, R., & Michel, S. (2008). Three outcomes of service recovery. International Journal of Operations and Production Management, 28, 79–99. doi: 10.1108/01443570810841112
   Web of Science ®Google Scholar
• Kasabov, E., & Warlow, A. (2009). Automated marketing and the growth of customer compliance businesses. Journal of Direct, Data and Digital Marketing Practice, 11, 30–50. doi: 10.1057/dddmp.2009.19
   Google Scholar
• Kasabov, E., & Warlow, A. (2010). Towards a new model of ‘customer compliance’ service provision. European Journal of Marketing, 44, 700–729. doi: 10.1108/03090561011032685
   Web of Science ®Google Scholar
• Lin, W. (2009). Exploration of lead factors affecting service recovery. Service Industries Journal, 29, 1529–1546. doi: 10.1080/02642060902793342
   Web of Science ®Google Scholar
• Mattila, A., & Patterson, P. (2004). Service recovery and justice perceptions in individualist and collectivist cultures. Journal of Service Research, 6, 336–346. doi: 10.1177/1094670503262947
   Google Scholar
• McCollough, M., Berry, L., & Yadav, M. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3, 121–137. doi: 10.1177/109467050032002
   Google Scholar
• Menon, K., & Bansal, H. (2007). Exploring consumer experience of social power during service consumption. International Journal of Service Industry Management, 18, 89–104. doi: 10.1108/09564230710732911
   Google Scholar
• Merlo, O., Whitwell, G., & Lukas, B. (2004). Power and marketing. Journal of Strategic Marketing, 12, 207–218. doi: 10.1080/0965254042000308039
   Google Scholar
• Moschis, G. (1992). Marketing to older consumers, Westport, CT: Quorum.
   Google Scholar
• Mukherjee, A., & Malhotra, N. (2006). Does role clarity explain employee-perceived service quality?. International Journal of Service Industry Management, 17, 444–473. doi: 10.1108/09564230610689777
   Google Scholar
• Nannberg, J., & Hansen, C. (1994). Post-compliance touch: An incentive for task performance. Journal of Social Psychology, 134, 301–307. doi: 10.1080/00224545.1994.9711734
   PubMed Web of Science ®Google Scholar
• Oliver, R., & Burke, R. (1999). Expectation processes in satisfaction formation. Journal of Service Research, 1, 196–214. doi: 10.1177/109467059913002
   Google Scholar
• Ostrom, A., Bitner, M., Brown, S., Burkhard, K., Goul, M., Smith-Daniels, V., Demirkan, H., & Rabinovich, E. (2010). Moving forward and making a difference. Journal of Service Research, 13, 4–36. doi: 10.1177/1094670509357611
   Web of Science ®Google Scholar
• Piercy, N. (1995). Customer satisfaction and the internal market. Journal of Marketing Practice, 1, 22–44. doi: 10.1108/EUM0000000003878
   Google Scholar
• Remland, M., & Jones, T. (1994). The influence of vocal intensity and touch on compliance gaining. Journal of Social Psychology, 134, 89–97. doi: 10.1080/00224545.1994.9710887
   Web of Science ®Google Scholar
• Samli, A. (2001). Empowering the American consumer, Westport, CT: Quorum.
   Google Scholar
• Singh, J., & Wilkes, R. (1996). When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates. Journal of the Academy of Marketing Science, 24, 350–365. doi: 10.1177/0092070396244006
   Google Scholar
• Smola, K., & Sutton, C. (2002). Generational differences: Revisiting generational work values for the new millennium. Journal of Organizational Behavior, 23, 363–382. doi: 10.1002/job.147
   Web of Science ®Google Scholar
• Starkey, F. (2003). The ‘empowerment debate’: Consumerist, professional and liberational perspectives in health and social care. Social Policy and Society, 2, 273–284. doi: 10.1017/S1474746403001404
   Google Scholar
• Thompson, C. (1997). Interpreting consumers. Journal of Marketing Research, 34, 438–455. doi: 10.2307/3151963
   Web of Science ®Google Scholar
• Thompson, N., & Thompson, K. (2009). Can marketing practice keep up with Europe's ageing population?. European Journal of Marketing, 43, 1281–1288. doi: 10.1108/03090560910989885
   Web of Science ®Google Scholar
• Varul, M. (2009). Ethical selving in cultural contexts. International Journal of Consumer Studies, 33, 183–189. doi: 10.1111/j.1470-6431.2009.00762.x
   Web of Science ®Google Scholar
• Wind, Y., & Rangaswamy, A. (2001). Customerization: The next revolution in mass customization. Journal of Interactive Marketing, 15, 13–32. doi: 10.1002/1520-6653(200124)15:1<13::AID-DIR1001>3.0.CO;2-#
   Google Scholar
• Wirtz, J., & Mattila, A. (2004). Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management, 15, 150–166. doi: 10.1108/09564230410532484
   Google Scholar
• Yin, R. (1994). Case study research, Beverly Hills, CA: Sage.
   Google Scholar
• Zwick, D., & Dholakia, N. (2004a). Consumer subjectivity in the age of Internet. Information and Organization, 14, 211–236. doi: 10.1016/j.infoandorg.2004.01.002
   Google Scholar
• Zwick, D., & Dholakia, N. (2004b). Whose identity is it anyway?. Journal of Macromarketing, 24, 31–43. doi: 10.1177/0276146704263920
   Google Scholar