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Cited by

• 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
• 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
• 1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality1,185 cited
• 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
• 2002Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent976 cited
• 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
• 1996Determinants of customer satisfaction in retail banking861 cited
• 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters797 cited
• 2005How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach771 cited
• 2004Consumer responses to compensation, speed of recovery and apology after a service failure724 cited
• 2003How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study685 cited
• 1999Customer loyalty: the future of hospitality marketing678 cited
• 1994Antecedents to Customer Expectations for Service Recovery