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Satisfaction with service recovery: Its measurement and its outcomes
16 references·5 citing·44 second hop
Satisfaction with service recovery: Its measurement and its outcomes (2003)Satisfaction with service recovery: Its m…Marketing Research: An Applied Approach (2000)Marketing Research: An Applie…CUSTOMER PERCEPTIONS OF CORPORATE RESPONSES TO PRODUCT COMPLAINTS: THE ROLE OF EXPLANATIONS. (1996)CUSTOMER PERCEPTIONS OF CORPO…Tracking service failures and employee recovery efforts (1995)Tracking service failures and…Service failure and recovery: Impact, attributes and process (1995)Service failure and recovery:…Service failure and recovery: impact, attributes and process (1995)Service failure and recovery:…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Antecedents to Customer Expectations for Service Recovery (1994)Antecedents to Customer Expec…The empowerment of service workers: what, why, how, and when. (1992)The empowerment of service wo…A Test of Services Marketing Theory: Consumer Information Acquisition Activities (1991)A Test of Services Marketing …The profitable art of service recovery. (1990)The profitable art of service…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…Marketing Research: An Applied Approach (1983)Marketing Research: An Applie…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Rotation for Simple Loadings (1966)Rotation for Simple LoadingsEx-regular Users of Public Transport: Their Reasons for Leaving and Returning (2018)Ex-regular Users of Public Tr…Customer satisfaction antecedents within service recovery context (2012)Customer satisfaction anteced…The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines : an exploratory study (2009)The influence of service fail…Organizational Responses to Consumer Complaints: An Examination of Effective Remediation Tactics (2009)Organizational Responses to C…The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions: An Exploratory Study in the Luxury Hotel Industry (2008)The Effects of Service Recove…Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)On the Evaluation of Structural Equation Models (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Service recovery: Impact on satisfaction and intentions (1995)Loyalty: A strategic commitment (2003)Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? (2008)Marketing Research (1970)Advertising as Information (1974)An Information Processing Theory of Consumer Choice (1979)A Model of Perceived Risk and Intended Risk-Handling Activity (1994)Customers' motivations for maintaining relationships with service providers (1997)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)SCRIPTS, PLANS, GOALS, AND UNDERSTANDING (1988)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Technology Infusion in Service Encounters (2000)Customer repurchase intention (2003)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)A Service‐Orientated Approach to Marketing of Services (1978)The Nature and Determinants of Customer Expectations of Service (1993)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)An Investigation into the Determinants of Customer Satisfaction (1982)Models of Consumer Satisfaction Formation: An Extension (1988)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Universities in a competitive global marketplace (2006)Green purchasing behaviour: A conceptual framework and empirical investigation of Indian consumers (2017)Dynamic capabilities, creativity and innovation capability and their impact on competitive advantage and firm performance: The moderating role of entrepreneurial orientation (2018)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)The empowering leadership questionnaire: the construction and validation of a new scale for measuring leader behaviors (2000)
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References

  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1985Problems and Strategies in Services Marketing2,819 cited
  • 2000Marketing Research: An Applied Approach2,660 cited
  • 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1991A Test of Services Marketing Theory: Consumer Information Acquisition Activities1,550 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1992The empowerment of service workers: what, why, how, and when.1,243 cited
  • 1994Antecedents to Customer Expectations for Service Recovery673 cited
  • 1995Tracking service failures and employee recovery efforts609 cited
  • 1966Rotation for Simple Loadings482 cited
  • 1983Marketing Research: An Applied Approach422 cited
  • 1996CUSTOMER PERCEPTIONS OF CORPORATE RESPONSES TO PRODUCT COMPLAINTS: THE ROLE OF EXPLANATIONS.356 cited
  • 1995Service failure and recovery: impact, attributes and process127 cited

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  • 1995Service failure and recovery: Impact, attributes and process117 cited
  • Cited by

    • 2009Organizational Responses to Consumer Complaints: An Examination of Effective Remediation Tactics32 cited
    • 2012Customer satisfaction antecedents within service recovery context31 cited
    • 2009The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines : an exploratory study31 cited
    • 2008The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions: An Exploratory Study in the Luxury Hotel Industry27 cited
    • 2018Ex-regular Users of Public Transport: Their Reasons for Leaving and Returning9 cited