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Assessing the risks of service failures based on ripple effects: A Bayesian network approach
16 references·4 citing·43 second hop
Assessing the risks of service failures based on ripple effects: A Bayesian network approach (2011)Assessing the risks of service failures b…The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants (2006)The effects of service recove…Competing through service: Insights from service-dominant logic (2006)Competing through service: In…Service Management: Operations, Strategy, Information Technology (2003)Service Management: Operation…Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions (2001)Service recovery's influence …Strategic Marketing Planning for Radically New Products (2000)Strategic Marketing Planning …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…LEARNING FROM CUSTOMER DEFECTIONS (1996)LEARNING FROM CUSTOMER DEFECT…Tracking service failures and employee recovery efforts (1995)Tracking service failures and…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…A typology of retail failures and recoveries (1993)A typology of retail failures…Adapting the SERVQUAL scale to hospital services: an empirical investigation. (1992)Adapting the SERVQUAL scale t…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. (1990)The profitable art of service…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…An acceptability estimation and analysis methodology based on Bayesian networks (2016)An acceptability estimation a…A Fuzzy-bayesian Model for Risk Assessment in Power Plant Projects (2016)A Fuzzy-bayesian Model for Ri…Operational improvement competence and service recovery performance: The moderating effects of role stress and job resources (2015)Operational improvement compe…On the application of Valuation-Based Systems in the assessment of the probability bounds of Hazardous Material transportation accidents occurrence (2014)On the application of Valuati…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)Brand Loyalty: Measurement and Management (1978)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Effects of Word-of-Mouth and Product-Attribute Information on Persuasion: An Accessibility-Diagnosticity Perspective (1991)Using Online Conversations to Study Word-of-Mouth Communication (2004)Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites (2011)Advances in Consumer Research (2025)Zero defections: quality comes to services. (1990)Measuring Service Quality: A Reexamination and Extension (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)Firm Resources and Sustained Competitive Advantage (1991)Evolving to a New Dominant Logic for Marketing (2003)Firm resources and sustained competitive advantage (2004)Managing the co-creation of value (2007)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)The Commitment-Trust Theory of Relationship Marketing (1994)SERVQUAL revisited: a critical review of service quality (1996)Logistics Service Quality as a Segment-Customized Process (2001)Measuring Service Quality in E-Retailing (2006)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)Customer satisfaction and its measurement in hospitality enterprises (1999)Service quality, customer satisfaction, and behavioral intentions in the service factory (2006)The evolution of the intellectual structure of operations management—1980–2006: A citation/co‐citation analysis (2008)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 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
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 2006Competing through service: Insights from service-dominant logic1,704 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited
  • 2003Service Management: Operations, Strategy, Information Technology1,083 cited
  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
  • 1993A typology of retail failures and recoveries871 cited
  • 1996LEARNING FROM CUSTOMER DEFECTIONS793 cited
  • 1995Tracking service failures and employee recovery efforts609 cited
  • 2006The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants

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507 cited
  • 2000Strategic Marketing Planning for Radically New Products313 cited
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    • 2016A Fuzzy-bayesian Model for Risk Assessment in Power Plant Projects45 cited
    • 2015Operational improvement competence and service recovery performance: The moderating effects of role stress and job resources25 cited
    • 2016An acceptability estimation and analysis methodology based on Bayesian networks24 cited
    • 2014On the application of Valuation-Based Systems in the assessment of the probability bounds of Hazardous Material transportation accidents occurrence24 cited