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Developing effective service compensation strategies
16 references·6 citing·46 second hopsampled
Developing effective service compensation strategies (2011)Developing effective service compensation…Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction (2003)Service Failure and Recovery:…The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments (2002)The Effect of Customers' Emot…Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions (2001)Service recovery's influence …Consumer Choice between Hedonic and Utilitarian Goods (2000)Consumer Choice between Hedon…An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery (2000)An Empirical Investigation of…A Benefit Congruency Framework of Sales Promotion Effectiveness (2000)A Benefit Congruency Framewor…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value (1994)Work and/or Fun: Measuring He…Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction (1993)Assessing the Dimensionality …Measuring the hedonic and utilitarian sources of consumer attitudes (1991)Measuring the hedonic and uti…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Consumer Evaluations of Brand Extensions (1990)Consumer Evaluations of Brand…Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)Hedonic Consumption: Emerging…Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery (2021)Understanding the impact of t…Social media revenge: A typology of online consumer revenge (2018)Social media revenge: A typol…Prosocial Compensation Following a Service Failure: Fulfilling an Organization’s Ethical and Philanthropic Responsibilities (2018)Prosocial Compensation Follow…Compensating citizens for poor service delivery: Experimental research in public and private settings (2017)Compensating citizens for poo…How online service recovery approaches bolster recovery performance? A multi-level perspective (2015)How online service recovery a…The balance of the impact of quality and recovery on satisfaction: the case of e-travel (2013)The balance of the impact of …Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)The psychology of interpersonal relations. 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(1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Consumer perceived value: The development of a multiple item scale (2001)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1 (2009)Possessions and the Extended Self (1988)Loss Aversion in Riskless Choice: A Reference-Dependent Model (1991)Heart and Mind in Conflict: the Interplay of Affect and Cognition in Consumer Decision Making (1999)To Do or to Have? That Is the Question. (2003)Why are you telling me this? An examination into negative consumer reviews on the Web (2007)A circumplex model of affect. (1980)Understanding Attitudes and Predicting Social Behavior (1980)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)The Role of Emotions in Marketing (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Structural Equations with Latent Variables (1989)Structural Equations with Latent Variables. (1991)Pursuing the Value-Conscious Consumer: Store Brands versus National Brand Promotions (2001)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Justification Effects on Consumer Choice of Hedonic and Utilitarian Goods (2005)The Commitment-Trust Theory of Relationship Marketing (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)The Standard Edition of the Complete Psychological Works of Sigmund Freud (1953)An Information Processing Theory of Consumer Choice (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Advances in Consumer Research (2025)
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References

  • 1994Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value6,019 cited
  • 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions5,610 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990Consumer Evaluations of Brand Extensions3,266 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 2000Consumer Choice between Hedonic and Utilitarian Goods2,236 cited
  • 1991Measuring the hedonic and utilitarian sources of consumer attitudes2,211 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1993Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction1,971 cited
  • 2000A Benefit Congruency Framework of Sales Promotion Effectiveness1,518 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
  • 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
  • 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction

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956 cited
  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
  • 2002The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments865 cited
  • Cited by

    • 2018Social media revenge: A typology of online consumer revenge39 cited
    • 2013The balance of the impact of quality and recovery on satisfaction: the case of e-travel37 cited
    • 2017Compensating citizens for poor service delivery: Experimental research in public and private settings36 cited
    • 2021Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery28 cited
    • 2018Prosocial Compensation Following a Service Failure: Fulfilling an Organization’s Ethical and Philanthropic Responsibilities27 cited
    • 2015How online service recovery approaches bolster recovery performance? A multi-level perspective25 cited