Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Consumer responses to online retailer's service recovery after a service failure

16 references·16 citing·39 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

2007G*Power 3: A flexible statistical power analysis program for the social, behavioral, and biomedical sciences65,813 cited
1998Principles and Practice of Structural Equation Modeling36,041 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1977Marketing Research: Methodological Foundations4,351 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1993The Nature and Determinants of Customer Expectations of Service2,665 cited
2002Customer loyalty in e-commerce: an exploration of its antecedents and consequences2,339 cited
1995Why Satisfied Customers Defect2,226 cited
1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
1967Role of Product-Related Conversations in the Diffusion of a New Product1,809 cited
1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
1990

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

The profitable art of service recovery.

1,447 cited

1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited

Cited by

2020“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers’ Perceptions of Complaint Handling in Social Media137 cited
2017Customers’ emotion regulation strategies in service failure encounters132 cited
2020Electronic logistics service quality and repurchase intention in e-tailing: Catalytic role of shopping satisfaction, payment options, gender and returning experience120 cited
2014Service Failure Severity, Customer Satisfaction, and Market Share100 cited
2016Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers98 cited
2020E-service quality and e-retailers: Attribute-based multi-dimensional scaling97 cited
2016Managing online service recovery: procedures, justice and customer satisfaction93 cited
2016Effect of product attribute beliefs of ready-to-drink coffee beverages on consumer-perceived value and repurchase intention90 cited
2017Service failures in e-retailing: Examining the effects of response time, compensation, and service criticality88 cited
2022The role of value co-creation in linking green purchase behavior and corporate social responsibility – An empirical analysis of the agri-food sector in China86 cited
2014Does relationship matter? – Customers’ response to service failure76 cited
2013Power distance and its implications for upward communication and empowerment: crisis management and recovery in hospitality services75 cited
2016Handling online service recovery: Effects of perceived justice on online games75 cited
2018Omni-channel service failures and recoveries: refined typologies using Facebook complaints72 cited
2015The influence of customer participation on service failure perceptions70 cited
2013Service recovery's impact on customers next-in-line61 cited