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Examine the cognitive and affective antecedents to service recovery satisfaction

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References

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1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

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2,058 cited

1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited

1993Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction1,971 cited

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2017Customers’ perceived justice, emotions, direct and indirect reactions to service recovery: Moderating effects of recovery efforts81 cited
2016A customer-dominant logic on service recovery and customer satisfaction81 cited
2023The evolution of service failure and recovery research in hospitality and tourism: An integrative review and future research directions79 cited
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2020Unfolding deconstructive effects of negative shocks on psychological contract violation, organizational cynicism, and turnover intention73 cited
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2014Relationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelers65 cited
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2012Post‐recovery customer relationships and customer partnerships in a restaurant setting63 cited