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The fading affect bias: Examining changes in affect and behavioral intentions in restaurant service failures and recoveries
16 references·6 citing·45 second hop
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References

  • 1990An alternative "description of personality": The Big-Five factor structure.6,631 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 2012The reliability of a two-item scale: Pearson, Cronbach, or Spearman-Brown?2,690 cited
  • 2000Quality, satisfaction and behavioral intentions2,686 cited
  • 1991Asymmetrical effects of positive and negative events: The mobilization-minimization hypothesis.2,387 cited
  • 1995Domains and Facets: Hierarchical Personality Assessment Using the Revised NEO Personality Inventory2,079 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1997Measuring Emotions in the Consumption Experience1,970 cited
  • 2000Customer satisfaction with services: putting perceived value into the equation1,832 cited
  • 1990Relationship approach to marketing in service contexts: The marketing and organizational behavior interface1,327 cited
  • 2008Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants

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1,060 cited
  • 2002Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent976 cited
  • 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction956 cited
  • Cited by

    • 2016How to Design and Deliver Stories about Tourism Destinations118 cited
    • 2017Vamos almoçar? Um estudo da relação hospitalidade, qualidade em serviços e marketing de experiência na satisfação dos clientes de restaurantes24 cited
    • 2021Revisiting the service recovery paradox in the restaurant industry17 cited
    • 2018Service failure and recovery in technology-based business networks17 cited
    • 2022Employee emotional competence and service recovery satisfaction: the mediating role of consumer forgiveness16 cited
    • 2022“What I’ve received doesn’t match what I saw online”: Effects of purchase-risk notices on reducing online returns14 cited