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Other‐customer failure

16 references·16 citing·42 second hopsampled

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1970Exit, Voice, and Loyalty3,618 cited
2000No Pain, No Gain: A Critical Review of the Literature on Signaling Unobservable Product Quality2,159 cited
1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
1991Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience1,229 cited
2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction956 cited
1997The impact of other customers on service experiences: A critical incident examination of “getting along”766 cited
1998Recovering and Learning from Service Failure727 cited
2004Consumer responses to compensation, speed of recovery and apology after a service failure

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724 cited

1995The role of employee effort in satisfaction with service transactions618 cited

1995Tracking service failures and employee recovery efforts609 cited

Cited by

2016How community interactions contribute to harmonious community relationships and customers’ identification in online brand community111 cited
2018In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers66 cited
2013Situational influences on the evaluation of other-customer failure53 cited
2017Service Recovery, Justice Perception, and Forgiveness: The “Other Customers” Perspectives51 cited
2013Effectiveness of recovery actions on deviant customer behavior—The moderating role of gender49 cited
2012Service recovery: a method for assessing performance46 cited
2023Recipe for perceived personalization in hotels39 cited
2020Customer engagement and relationships in multi-actor service ecosystems34 cited
2016Triggers and outcomes of customer-to-customer aisle rage28 cited
2020From third party to significant other for service encounters: a systematic review on third-party roles and their implications27 cited
2014Customer Dissatisfaction Responses to Restaurant Service Failures: Insights Into Noncomplainers From a Relational Perspective26 cited
2021Addressing customer misbehavior contagion in access-based services25 cited
2020When in Rome! Complaint contagion effect in multi-actor service ecosystems23 cited
2017Whose fault is it?23 cited
2016Recovering from Other-Customer-Caused Failure: The Effect on Focal Customer Complaining22 cited
2011The effect of consumer emotional disclosure on fairness perceptions20 cited