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Why service recovery fails

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References

1992The balanced scorecard : measures that drive performance12,082 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1992The balanced scorecard--measures that drive performance.7,979 cited
1990Zero defections: quality comes to services.5,373 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1990Organizational Justice: Yesterday, Today, and Tomorrow3,663 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1995Total quality management as competitive advantage: A review and empirical study2,640 cited
1992Marketing Services: Competing Through Quality2,178 cited
2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
2003Strategy Maps: Converting Intangible Assets into Tangible Outcomes2,049 cited
1996A Reexamination of the Determinants of Consumer Satisfaction1,904 cited
1994Critical Service Encounters: The Employee's Viewpoint

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1,821 cited

1990The profitable art of service recovery.1,447 cited

Cited by

2014A “Triple A” Typology of Responding to Negative Consumer-Generated Online Reviews229 cited
2016Service Recovery: An Integrative Framework and Research Agenda188 cited
2019Service recovery through empowerment? HRM, employee performance and job satisfaction in hotels182 cited
2012Remedy or cure for service failure?159 cited
2018Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture141 cited
2012The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions133 cited
2019Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others128 cited
2017Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty105 cited
2012The Delivery of Bad News in Organizations102 cited
2016Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers98 cited
2017Linking entrepreneurial orientation and small service firm performance through marketing resources and marketing capability96 cited
2012How Service Quality Affects Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction, Service Recovery, and Perceived Value93 cited
2018The influence of perceived service fairness on brand trust, brand experience and brand citizenship behavior88 cited
2016Should Organizations Be Forgiving or Unforgiving? A Two-Study Replication of How Forgiveness Climate in Hospitality Organizations Drives Employee Attitudes and Behaviors84 cited
2011The influence of guarantees, active requests to voice and failure severity on customer complaint behavior80 cited
2020A bibliometric investigation of service failure literature and a research agenda80 cited