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Service recovery for moderate and high involvement services
16 references·4 citing·41 second hop
Service recovery for moderate and high involvement services (2015)Service recovery for moderate and high in…Mental Accounting and Consumer Choice (2008)Mental Accounting and Consume…The Psychology of Self‐defense: Self‐Affirmation Theory (2006)The Psychology of Self‐defens…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Beyond pleasure and pain. (1997)Beyond pleasure and pain.The Role of Involvement in Attention and Comprehension Processes (1988)The Role of Involvement in At…The Psychology of Self-Affirmation: Sustaining the Integrity of the Self (1988)The Psychology of Self-Affirm…Prospect theory: An analysis of decision under risk (1988)Prospect theory: An analysis …Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…Mental Accounting and Consumer Choice (1985)Mental Accounting and Consume…Measuring the Involvement Construct (1985)Measuring the Involvement Con…An attributional theory of achievement motivation and emotion. (1985)An attributional theory of ac…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect Theory: An Analysis …A theory of motivation for some classroom experiences. (1979)A theory of motivation for so…New directions in equity research. (1973)New directions in equity rese…Inequity In Social Exchange (1965)Inequity In Social ExchangeSustainability on the Service Capacity in Elderly Healthcare Service Supply Chains: An Application of Flexible Contracts (2021)Sustainability on the Service…The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery (2019)The entitlement/forgiveness c…Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry (2018)Multichannel service failure …Governance in the context of inter-organizational networks: a study in local productive arrangements from Paraná state regarding the institutional approach (2016)Governance in the context of …A Theory of Cognitive Dissonance (1957)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Implicit social cognition: Attitudes, self-esteem, and stereotypes. (1995)The Emerging Field of Emotion Regulation: An Integrative Review (1998)Generalized expectancies for internal versus external control of reinforcement. (1966)Psychological stress and the coping process (1966)Learned helplessness in humans: Critique and reformulation. (1978)Emotional Intelligence (1990)Expectancy–Value Theory of Achievement Motivation (2000)Motivational Beliefs, Values, and Goals (2002)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)An Information Processing Theory of Consumer Choice (1979)Consumer perceived value: The development of a multiple item scale (2001)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)The Framing of Decisions and the Psychology of Choice (1981)Are Investors Reluctant to Realize Their Losses? (1998)Time Discounting and Time Preference: A Critical Review (2002)A perspective on judgment and choice: Mapping bounded rationality. (2003)Risk, Ambiguity, and the Savage Axioms (1961)Judgment under Uncertainty: Heuristics and Biases (1975)Exploration and Exploitation in Organizational Learning (1991)Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance (2007)Theory of games and economic behavior (2019)A Theory of Social Comparison Processes (1954)Exchange and Power in Social Life. (1965)Social stigma and self-esteem: The self-protective properties of stigma. (1989)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)Instructional manipulation checks: Detecting satisficing to increase statistical power (2009)Advances in prospect theory: Cumulative representation of uncertainty (1992)Core affect and the psychological construction of emotion. (2003)Political conservatism as motivated social cognition. (2003)Power, approach, and inhibition. (2003)
this work references cited by second hop

References

  • 1979Prospect Theory: An Analysis of Decision under Risk48,459 cited
  • 1988Prospect theory: An analysis of decision under risk32,475 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1965Inequity In Social Exchange10,813 cited
  • 1985An attributional theory of achievement motivation and emotion.7,833 cited
  • 1997Beyond pleasure and pain.6,770 cited
  • 1985Measuring the Involvement Construct6,012 cited
  • 1985Mental Accounting and Consumer Choice4,875 cited
  • 1988The Psychology of Self-Affirmation: Sustaining the Integrity of the Self3,696 cited
  • 2008Mental Accounting and Consumer Choice3,415 cited
  • 1985Problems and Strategies in Services Marketing2,819 cited
  • 1979A theory of motivation for some classroom experiences.2,453 cited
  • 1988The Role of Involvement in Attention and Comprehension Processes2,070 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1973New directions in equity research.1,649 cited
  • 2006The Psychology of Self‐defense: Self‐Affirmation Theory

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Cited by

  • 2018Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry43 cited
  • 2019The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery41 cited
  • 2021Sustainability on the Service Capacity in Elderly Healthcare Service Supply Chains: An Application of Flexible Contracts25 cited
  • 2016Governance in the context of inter-organizational networks: a study in local productive arrangements from Paraná state regarding the institutional approach1 cited