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The impact of choice on fairness in the context of service recovery
16 references·16 citing·38 second hopsampled
The impact of choice on fairness in the context of service recovery (2005)The impact of choice on fairness in the c…Psychological Implications of Customer Participation in Co-Production (2003)Psychological Implications of…On the dimensionality of organizational justice: A construct validation of a measure. (2001)On the dimensionality of orga…Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. (2001)Justice at the millennium: A …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…Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience (1991)Perceived Control and the Eff…The profitable art of service recovery. (1990)The profitable art of service…Employee theft as a reaction to underpayment inequity: The hidden cost of pay cuts. (1990)Employee theft as a reaction …The Social Psychology of Procedural Justice (1988)The Social Psychology of Proc…An Attributional Theory of Motivation and Emotion (1986)An Attributional Theory of Mo…The illusion of control. (1975)The illusion of control.Procedural Justice: A Psychological Analysis (1975)Procedural Justice: A Psychol…New directions in equity research. (1973)New directions in equity rese…Motivation reconsidered: The concept of competence. (1963)Motivation reconsidered: The …Motivation reconsidered: The concept of competence. (1959)Motivation reconsidered: The …Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research (2018)Service failures and recovery…Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers (2016)Please explain why it happene…The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation (2015)The Role of Perceived Control…The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions (2015)The effects of harm direction…Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses (2015)Co-creation of service recove…The Effect of Tourist Relationship Perception on Destination Loyalty at a World Heritage Site in China (2014)The Effect of Tourist Relatio…Examine the cognitive and affective antecedents to service recovery satisfaction (2013)Examine the cognitive and aff…Toward Understanding Consumer Processing of Negative Online Word-of-Mouth Communication (2012)Toward Understanding Consumer…How Service Quality Affects Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction, Service Recovery, and Perceived Value (2012)How Service Quality Affects C…A cross‐cultural comparison of perceived informational fairness with service failure explanations (2011)A cross‐cultural comparison o…The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry (2010)The Effect of Recovery Locus …Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship (2010)Perceived justice of service …The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008)The influence of emotions on …Better him than me: social comparison theory and service recovery (2008)Better him than me: social co…Service quality and satisfaction: an international comparison of professional services perceptions (2007)Service quality and satisfact…Recovery Voice and Satisfaction After Service Failure (2007)Recovery Voice and Satisfacti…Craps and Magic (1967)Illusion and well-being: A social psychological perspective on mental health. 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References

  • 1988The Social Psychology of Procedural Justice6,583 cited
  • 2001Justice at the millennium: A meta-analytic review of 25 years of organizational justice research.5,931 cited
  • 2001On the dimensionality of organizational justice: A construct validation of a measure.5,743 cited
  • 1959Motivation reconsidered: The concept of competence.5,681 cited
  • 1986An Attributional Theory of Motivation and Emotion4,969 cited
  • 1963Motivation reconsidered: The concept of competence.4,792 cited
  • 1975The illusion of control.3,843 cited
  • 1975Procedural Justice: A Psychological Analysis3,245 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1973New directions in equity research.1,649 cited
  • 1990Employee theft as a reaction to underpayment inequity: The hidden cost of pay cuts.1,647 cited
  • 2003Psychological Implications of Customer Participation in Co-Production1,495 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 1990The profitable art of service recovery.

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1,447 cited
  • 1991Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience1,229 cited
  • Cited by

    • 2012Toward Understanding Consumer Processing of Negative Online Word-of-Mouth Communication193 cited
    • 2007Service quality and satisfaction: an international comparison of professional services perceptions192 cited
    • 2007Recovery Voice and Satisfaction After Service Failure176 cited
    • 2014The Effect of Tourist Relationship Perception on Destination Loyalty at a World Heritage Site in China174 cited
    • 2018Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research171 cited
    • 2013Examine the cognitive and affective antecedents to service recovery satisfaction170 cited
    • 2015The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions166 cited
    • 2015Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses160 cited
    • 2010The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry140 cited
    • 2015The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation134 cited
    • 2010Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship104 cited
    • 2008The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context103 cited
    • 2008Better him than me: social comparison theory and service recovery101 cited
    • 2016Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers98 cited
    • 2012How Service Quality Affects Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction, Service Recovery, and Perceived Value93 cited
    • 2011A cross‐cultural comparison of perceived informational fairness with service failure explanations89 cited