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The Effectiveness of Recovery Strategies After Service Failure
16 references·4 citing·35 second hop
The Effectiveness of Recovery Strategies After Service Failure (1998)The Effectiveness of Recovery Strategies …Advances in Consumer Research (2025)Advances in Consumer ResearchThe Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Waiting for Service: The Relationship between Delays and Evaluations of Service (1994)Waiting for Service: The Rela…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…A typology of retail failures and recoveries (1993)A typology of retail failures…Consumer responses to service failures: Influence of procedural and interactional fairness perceptions (1992)Consumer responses to service…Understanding Customer Expectations of Service (1991)Understanding Customer Expect…Zero defections: quality comes to services. (1990)Zero defections: quality come…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…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 Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Exit, Voice and Loyalty: Resp…The impact of escalating service failures and internet addiction behavior on young and older customers' negative eWOM (2019)The impact of escalating serv…The Influence of Failure Severity and Employee Effort on Service Recovery in a Service Guarantee Context (2010)The Influence of Failure Seve…Service Failure and Recovery in a Strategic Airline Alliance Context: Interplay of Locus of Service Failure and Social Identity (2010)Service Failure and Recovery …Reexamining Recovery Paradox Effects and Impact Ranges of Service Failure and Recovery (2003)Reexamining Recovery Paradox …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Brand Loyalty: Measurement and Management (1978)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective (1991)Using Online Conversations to Study Word-of-Mouth Communication (2004)Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites (2011)Relational Benefits in Services Industries: The Customer's Perspective (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)The proactive component of organizational behavior: A measure and correlates (1993)A Decade of System Justification Theory: Accumulated Evidence of Conscious and Unconscious Bolstering of the Status Quo (2004)Modernization, cultural change, and democracy the human development sequence (2005)Going to Extremes: Managing Service Encounters and Assessing Provider Performance (1995)Perceived e‐service quality (PeSQ) (2007)Mining Marketing Meaning from Online Chatter: Strategic Brand Analysis of Big Data Using Latent Dirichlet Allocation (2014)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)
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References

  • 2025Advances in Consumer Research13,264 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
  • 1994Waiting for Service: The Relationship between Delays and Evaluations of Service947 cited
  • 1993A typology of retail failures and recoveries

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871 cited
  • 1992Consumer responses to service failures: Influence of procedural and interactional fairness perceptions781 cited
  • Cited by

    • 2010The Influence of Failure Severity and Employee Effort on Service Recovery in a Service Guarantee Context40 cited
    • 2010Service Failure and Recovery in a Strategic Airline Alliance Context: Interplay of Locus of Service Failure and Social Identity37 cited
    • 2003Reexamining Recovery Paradox Effects and Impact Ranges of Service Failure and Recovery31 cited
    • 2019The impact of escalating service failures and internet addiction behavior on young and older customers' negative eWOM29 cited