SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Is guarantee compensation enough? The important role of fix and employee effort in restoring justice
16 references·4 citing·36 second hop
Is guarantee compensation enough? The important role of fix and employee effort in restoring justice (2013)Is guarantee compensation enough? The imp…Mental Accounting and Consumer Choice (2008)Mental Accounting and Consume…Services Marketing: Integrating Customer Focus Across the Firm (2004)Services Marketing: Integrati…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…Advances in prospect theory: Cumulative representation of uncertainty (1992)Advances in prospect theory: …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…Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Relationship Quality in Servi…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…Prospect theory: An analysis of decision under risk (1988)Prospect theory: An analysis …On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Mental Accounting and Consumer Choice (1985)Mental Accounting and Consume…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect Theory: An Analysis …New directions in equity research. (1973)New directions in equity rese…Inequity In Social Exchange (1965)Inequity In Social ExchangeUnderstanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery (2021)Understanding the impact of t…Prosocial Compensation Following a Service Failure: Fulfilling an Organization’s Ethical and Philanthropic Responsibilities (2018)Prosocial Compensation Follow…Compensating citizens for poor service delivery: Experimental research in public and private settings (2017)Compensating citizens for poo…Service guarantee as a recovery strategy (2016)Service guarantee as a recove…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Judgment under Uncertainty: Heuristics and Biases (1975)Loss Aversion in Riskless Choice: A Reference-Dependent Model (1991)Individual differences in reasoning: Implications for the rationality debate? (2000)A perspective on judgment and choice: Mapping bounded rationality. (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Measuring Service Quality: A Reexamination and Extension (1992)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Trust and TAM in Online Shopping: An Integrated Model1 (2003)The Framing of Decisions and the Psychology of Choice (1981)Are Investors Reluctant to Realize Their Losses? (1998)Time Discounting and Time Preference: A Critical Review (2002)Risk, Ambiguity, and the Savage Axioms (1961)Exploration and Exploitation in Organizational Learning (1991)Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance (2007)Theory of games and economic behavior (2019)A Theory of Social Comparison Processes (1954)A Theory of Cognitive Dissonance (1957)Exchange and Power in Social Life. (1965)Social stigma and self-esteem: The self-protective properties of stigma. (1989)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)Understanding knowledge sharing in virtual communities: An integration of social capital and social cognitive theories (2006)Significance tests and goodness of fit in the analysis of covariance structures. (1980)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)PLS-SEM: Indeed a Silver Bullet (2011)Instructional manipulation checks: Detecting satisficing to increase statistical power (2009)
this work references cited by second hop

References

  • 1979Prospect Theory: An Analysis of Decision under Risk48,459 cited
  • 1988Prospect theory: An analysis of decision under risk32,475 cited
  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1992Advances in prospect theory: Cumulative representation of uncertainty15,457 cited
  • 1965Inequity In Social Exchange10,813 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1985Mental Accounting and Consumer Choice4,875 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective4,760 cited
  • 2008Mental Accounting and Consumer Choice3,415 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
  • 1973New directions in equity research.

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

1,649 cited
  • 1990The profitable art of service recovery.1,447 cited
  • Cited by

    • 2016Service guarantee as a recovery strategy39 cited
    • 2017Compensating citizens for poor service delivery: Experimental research in public and private settings36 cited
    • 2021Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery28 cited
    • 2018Prosocial Compensation Following a Service Failure: Fulfilling an Organization’s Ethical and Philanthropic Responsibilities27 cited