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Consumer complaints and recovery through guaranteeing self‐service technology

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References

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2001Justice strategy options for increased customer satisfaction in a services recovery setting414 cited

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2000Perceived justice needs and recovery evaluation: a contingency approach296 cited

2007Perceived controllability and service expectations: Influences on customer reactions following service failure288 cited

Cited by

2016Redress procedures expected by consumers during a business-to-consumer e-commerce dispute30 cited
2020Self-Service Technology Recovery: The Effect of Recovery Initiation and Locus of Responsibility29 cited
2016Gender differences in the intentions to voice complaints across different service failure modes24 cited
2018The process of solving problems with self-service technologies: a study from the user’s perspective21 cited
2020The importance of perceived fairness in product customization settings19 cited
2021Understanding Customer Responses to Service Failures during the COVID-19 Pandemic for Sustained Restaurant Businesses: Focusing on Guanxi18 cited
2020Can we get back together? Measuring brand relationship breakup11 cited