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Perceived controllability and service expectations: Influences on customer reactions following service failure

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References

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1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction1,948 cited

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1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited

1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited

Cited by

2014A Meta-Analysis of Relationships Linking Service Failure Attributions to Customer Outcomes279 cited
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2015Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses160 cited
2019Co-creation and co-destruction of service quality through customer-to-customer interactions145 cited
2021Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective140 cited
2011The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective133 cited
2009Consumer response to norm-breaking pricing events in e-commerce126 cited
2009CRITICAL INCIDENTS IN TOURISM: FAILURE, RECOVERY, CUSTOMER SWITCHING, AND WORD‐OF‐MOUTH BEHAVIORS126 cited
2011The effects of brand relationship quality on responses to service failure of hotel consumers117 cited
2022Service failure research in the hospitality and tourism industry: a synopsis of past, present and future dynamics from 2001 to 2020115 cited
2018An exploration into the practice of online service failure and recovery strategies in the Balkans97 cited
2022How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors: the role of psychological well-being and tenure90 cited
2010Service Failures in Restaurants86 cited
2016Other Customer Service Failures: Emotions, Impacts, and Attributions84 cited
2017Giving back the “self” in self service: customer preferences in self-service failure recovery82 cited