Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Customer complaining behaviour in technology‐based service encounters

16 references·16 citing·40 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1954The critical incident technique.8,184 cited
2007Critical Incident Technique5,287 cited
2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,906 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
2000Technology Infusion in Service Encounters1,551 cited
1990The profitable art of service recovery.1,447 cited
1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
2010The Service Profit Chain1,034 cited
1998Recovering and Learning from Service Failure727 cited
1993The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions623 cited
1995Tracking service failures and employee recovery efforts609 cited
1990A typology of consumer dissatisfaction response styles444 cited
1995The effects of customer service on consumer complaining behavior437 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

2002Technology‐enabled service delivery310 cited

Cited by

2013The Influence of Online Reviews on Consumers' Attributions of Service Quality and Control for Service Standards in Hotels244 cited
2014Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers97 cited
2014Encounter Satisfaction in E‐tailing: Are the Relationships of Order Fulfillment Service Quality with its Antecedents and Consequences Moderated by Historical Satisfaction?88 cited
2017Giving back the “self” in self service: customer preferences in self-service failure recovery82 cited
2006The exploration of customer satisfaction model from a comprehensive perspective82 cited
2008Complainers versus non‐complainers retaliatory responses towards service dissatisfactions71 cited
2015Perceived service quality and satisfaction of self-service technology70 cited
2009Predicting the Likelihood of Voiced Complaints in the Self-Service Technology Context61 cited
2010Service failures in online double deviation scenarios: justice theory approach58 cited
2004The relative importance of technology in enhancing customer relationships in banking – a Scottish perspective54 cited
2011Customer opportunistic complaints management: A critical incident approach53 cited
2010The role of self-service technologies in restoring justice53 cited
2009Hiding Customer Complaints: Studying the Motivations and Forms of Service Employees' Complaint Concealment Behaviours50 cited
2019E-Service Quality and Trust on Customer's Patronage Intention45 cited
2019The role of the store in managing postpurchase complaints for omnichannel shoppers45 cited
2006An empirical of service quality model from the viewpoint of management45 cited