References

• 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
• 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
• 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
• 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
• 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
• 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
• 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
• 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
• 1993A typology of retail failures and recoveries871 cited
• 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters797 cited
• 1998Recovering and Learning from Service Failure727 cited
• 2003Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling648 cited
• 1987A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport618 cited
• 1995Tracking service failures and employee recovery efforts