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Service recovery in the airline industry: a cross‐cultural comparison of the attitudes and behaviours of British and Italian front‐line personnel
16 references·16 citing·29 second hopsampled
Service recovery in the airline industry: a cross‐cultural comparison of the attitudes and behaviours of British and Italian front‐line personnel (2004)Service recovery in the airline industry:…Critical Incident Technique (2007)Critical Incident TechniqueCulture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations (2002)Culture's Consequences: Compa…The service experience in two cultures: A behavioral perspective (1997)The service experience in two…Process‐oriented measurement of service quality (1997)Process‐oriented measurement …Marketing across cultures (1997)Marketing across culturesMethodological issues in cross‐cultural marketing research (1996)Methodological issues in cros…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Riding the waves of culture: Understanding cultural diversity in business (1993)Riding the waves of culture: …Discretion and the service employee (1993)Discretion and the service em…Managing Services Marketing: Text and Readings (1989)Managing Services Marketing: …International Marketing Research (1984)International Marketing Resea…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Culture's Consequences: International Differences in Work-Related Values. (1983)Culture's Consequences: Inter…The service organization: Climate is crucial (1980)The service organization: Cli…The critical incident technique. (1954)The critical incident techniq…To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers (2019)To fly or not to fly? An empi…Modelling customer-based bank reputation: the moderating role of uncertainty avoidance (2019)Modelling customer-based bank…Investigating causal linkages in the balanced scorecard: an Indian perspective (2017)Investigating causal linkages…Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis (2016)Understanding effects of co-c…An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers (2015)An analysis of the relationsh…The Effect of Job-Related Demands and Resources on Service Employees’ Willingness to Report Complaints (2014)The Effect of Job-Related Dem…Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures (2014)Complaint behavior intentions…Service recovery: Literature review and research issues (2011)Service recovery: Literature …The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines : an exploratory study (2009)The influence of service fail…Symptoms of burnout and service recovery performance (2009)Symptoms of burnout and servi…Service recovery expectation model – from the perspectives of consumers (2009)Service recovery expectation …Relevant factors that affect service recovery performance (2009)Relevant factors that affect …Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees (2009)Job resourcefulness, symptoms…Cultural Effects On Customer Satisfaction With Service Encounters (2009)Cultural Effects On Customer …Service recovery: a naturalistic decision‐making approach (2006)Service recovery: a naturalis…Human resource management at Star Alliance: Pressures for standardization and differentiation (2006)Human resource management at …SCRIPTS, PLANS, GOALS, AND UNDERSTANDING (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Technology Infusion in Service Encounters (2000)Customer repurchase intention (2003)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)INTERNATIONAL EXPANSION BY NEW VENTURE FIRMS: INTERNATIONAL DIVERSITY, MODE OF MARKET ENTRY, TECHNOLOGICAL LEARNING, AND PERFORMANCE. (2000)Acculturaton to the global consumer culture: Scale development and research paradigm (2006)Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice (2006)Diagnosing Measurement Equivalence in Cross-National Research (1995)A Cross-National Comparative Study of New Product Development Processes: Japan and the United States (1997)The effect of social media communication on consumer perceptions of brands (2014)Upper Echelons Theory: An Update (2007)The weirdest people in the world? (2010)Dimensionalizing Cultures: The Hofstede Model in Context (2011)A quarter century of Culture's Consequences: a review of empirical research incorporating Hofstede's cultural values framework (2006)Cultural Intelligence: Its Measurement and Effects on Cultural Judgment and Decision Making, Cultural Adaptation and Task Performance (2007)Disrupted Routines: Team Learning and New Technology Implementation in Hospitals (2001)What Kind of Citizen? The Politics of Educating for Democracy (2004)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Universals in the Content and Structure of Values: Theoretical Advances and Empirical Tests in 20 Countries (1992)
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References

  • 2002Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations21,666 cited
  • 1983Culture's Consequences: International Differences in Work-Related Values.15,062 cited
  • 1954The critical incident technique.8,184 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2007Critical Incident Technique5,287 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1993Riding the waves of culture: Understanding cultural diversity in business2,432 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1984International Marketing Research980 cited
  • 1997Marketing across cultures603 cited
  • 1996Methodological issues in cross‐cultural marketing research513 cited
  • 1980The service organization: Climate is crucial422 cited
  • 1997The service experience in two cultures: A behavioral perspective404 cited
  • 1989Managing Services Marketing: Text and Readings237 cited
  • 1997Process‐oriented measurement of service quality219 cited
  • 1993Discretion and the service employee

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127 cited

Cited by

  • 2009Job resourcefulness, symptoms of burnout and service recovery performance: an examination of call centre frontline employees94 cited
  • 2009Symptoms of burnout and service recovery performance77 cited
  • 2015An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers64 cited
  • 2019To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers55 cited
  • 2014The Effect of Job-Related Demands and Resources on Service Employees’ Willingness to Report Complaints51 cited
  • 2011Service recovery: Literature review and research issues48 cited
  • 2009Service recovery expectation model – from the perspectives of consumers48 cited
  • 2009Relevant factors that affect service recovery performance46 cited
  • 2016Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis45 cited
  • 2014Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures42 cited
  • 2017Investigating causal linkages in the balanced scorecard: an Indian perspective37 cited
  • 2006Service recovery: a naturalistic decision‐making approach35 cited
  • 2006Human resource management at Star Alliance: Pressures for standardization and differentiation34 cited
  • 2009The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines : an exploratory study31 cited
  • 2019Modelling customer-based bank reputation: the moderating role of uncertainty avoidance27 cited
  • 2009Cultural Effects On Customer Satisfaction With Service Encounters25 cited