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The challenges of long‐distance relationships: the effects of psychological distance between service provider and consumer on the efforts to recover from service failure
16 references·2 citing·43 second hop
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 2002Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations21,666 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1995An Integrative Model Of Organizational Trust15,026 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1965Exchange and Power in Social Life.13,624 cited
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  • 1984Research in Organizational Behavior10,806 cited
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  • 1997An Examination of the Nature of Trust in Buyer-Seller Relationships6,819 cited
  • 1994Determinants of Long-Term Orientation in Buyer-Seller Relationships6,726 cited
  • 1988The Social Psychology of Procedural Justice6,583 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

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4,950 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
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    • 2018From retail innovation and image to loyalty: moderating effects of product type33 cited
    • 2021The effect of employees' politeness strategy and customer membership on customers' perception of co-recovery and online post-recovery satisfaction30 cited