References

• 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
• 1985Mental Accounting and Consumer Choice4,875 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1973The processes of causal attribution.4,031 cited
• 2008Mental Accounting and Consumer Choice3,415 cited
• 1991Asymmetrical effects of positive and negative events: The mobilization-minimization hypothesis.2,387 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
• 1980Attention and weight in person perception: The impact of negative and extreme behavior.1,533 cited
• 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
• 1989The Effect of Price, Brand Name, and Store Name on Buyers' Perceptions of Product Quality: An Integrative Review1,461 cited
• 1998The effect of store name, brand name and price discounts on consumers' evaluations and purchase intentions1,414 cited
• 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
• 1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
• 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts