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A re‐assessment and refinement of RECOVSAT
16 references·16 citing·38 second hopsampled
A re‐assessment and refinement of RECOVSAT (2005)A re‐assessment and refinement of RECOVSATMarketing Research: An Applied Approach (2000)Marketing Research: An Applie…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study (1996)The relationships of customer…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectCustomer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Dyadic Business Relationships within a Business Network Context (1994)Dyadic Business Relationships…Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer Satisfaction, Market…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…The use of lisrel in validating marketing constructs (1991)The use of lisrel in validati…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…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context (2020)Examining the relationship be…To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers (2019)To fly or not to fly? An empi…An Exploration of Consumers' Response to Online Service Recovery Initiatives (2017)An Exploration of Consumers' …To tweet or not to tweet? Exploring the effectiveness of service recovery strategies using social media (2016)To tweet or not to tweet? Exp…Investigating the effects of service recovery quality elements on passengers' behavioral intention (2016)Investigating the effects of …A customer-dominant logic on service recovery and customer satisfaction (2016)A customer-dominant logic on …Retaining customers after service failure recoveries: a contingency model (2014)Retaining customers after ser…The Impact of Gender and Prepurchase Mood on Consumer Guilt after a Travel Purchase (2013)The Impact of Gender and Prep…Recovery Strategies in On-Line Service Failure (2013)Recovery Strategies in On-Lin…The impact of selected stakeholders on family business continuity and family harmony (2012)The impact of selected stakeh…Service recovery: Literature review and research issues (2011)Service recovery: Literature …Literature review on complaints management (2011)Literature review on complain…The role of self-service technologies in restoring justice (2010)The role of self-service tech…THE JOINT EFFECTS OF SERVICE FAILURE MODE, RECOVERY EFFORT, AND GENDER ON CUSTOMERS' POST‐RECOVERY SATISFACTION (2009)THE JOINT EFFECTS OF SERVICE …Service recovery: a naturalistic decision‐making approach (2006)Service recovery: a naturalis…Kundenbindung durch Beschwerdemanagement (2005)Kundenbindung durch Beschwerd…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)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)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Quality, satisfaction and behavioral intentions (2000)Zero defections: quality comes to services. (1990)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)The Presentation of Self in Everyday Life. (1956)The Evolution of Cooperation (1981)Economic Action and Social Structure: The Problem of Embeddedness (1985)An Integrated Model of Buyer-Seller Relationships (1995)Customer satisfaction with services: putting perceived value into the equation (2000)The Uppsala internationalization process model revisited: From liability of foreignness to liability of outsidership (2009)The Commitment-Trust Theory of Relationship Marketing (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Reexamination of the Determinants of Consumer Satisfaction (1996)Market-Based Assets and Shareholder Value: A Framework for Analysis (1998)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)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)
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References

  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 2000Marketing Research: An Applied Approach2,660 cited
  • 1994Dyadic Business Relationships within a Business Network Context2,371 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
  • 1991The use of lisrel in validating marketing constructs1,864 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study

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1,862 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • Cited by

    • 2016A customer-dominant logic on service recovery and customer satisfaction81 cited
    • 2017An Exploration of Consumers' Response to Online Service Recovery Initiatives78 cited
    • 2016To tweet or not to tweet? Exploring the effectiveness of service recovery strategies using social media66 cited
    • 2014Retaining customers after service failure recoveries: a contingency model61 cited
    • 2020Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context58 cited
    • 2016Investigating the effects of service recovery quality elements on passengers' behavioral intention56 cited
    • 2019To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers55 cited
    • 2010The role of self-service technologies in restoring justice53 cited
    • 2009THE JOINT EFFECTS OF SERVICE FAILURE MODE, RECOVERY EFFORT, AND GENDER ON CUSTOMERS' POST‐RECOVERY SATISFACTION49 cited
    • 2011Service recovery: Literature review and research issues48 cited
    • 2013The Impact of Gender and Prepurchase Mood on Consumer Guilt after a Travel Purchase38 cited
    • 2011Literature review on complaints management38 cited
    • 2006Service recovery: a naturalistic decision‐making approach35 cited
    • 2012The impact of selected stakeholders on family business continuity and family harmony35 cited
    • 2013Recovery Strategies in On-Line Service Failure33 cited
    • 2005Kundenbindung durch Beschwerdemanagement33 cited