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Service Recovery in Marketing Education: It's What We Do That Counts
16 references·4 citing·45 second hop
Service Recovery in Marketing Education: It's What We Do That Counts (2008)Service Recovery in Marketing Education: …An 'American psychologist' (2001)An 'American psychologist'A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction (1999)A Dynamic Model of Customers’…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Organizational Justice: Yesterday, Today, and Tomorrow (1990)Organizational Justice: Yeste…Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…Response Determinants in Satisfaction Judgments (1988)Response Determinants in Sati…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…What Should Be Done with Equity Theory? (1980)What Should Be Done with Equi…What Should Be Done with Equity Theory? New Approaches to the Study of Fairness in Social Relationships. (1976)What Should Be Done with Equi…Inequity In Social Exchange (1965)Inequity In Social ExchangeAre Ethical Consumers Happy? Effects of Ethical Consumers' Motivations Based on Empathy Versus Self-orientation on Their Happiness (2016)Are Ethical Consumers Happy? …Consumer attitude towards service failure and recovery in higher education (2015)Consumer attitude towards ser…Identifying satisfied/dissatisfied service encounters in higher education (2013)Identifying satisfied/dissati…Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction (2012)Investigating the Influence o…A theory of justice original editionHandbook of Industrial and Organizational Psychology. (1977)Research in Organizational Behavior. (1986)Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. 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References

  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1965Inequity In Social Exchange10,813 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1990Organizational Justice: Yesterday, Today, and Tomorrow3,663 cited
  • 1980What Should Be Done with Equity Theory?3,007 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 2001An 'American psychologist'2,342 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
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 1976What Should Be Done with Equity Theory? New Approaches to the Study of Fairness in Social Relationships.1,772 cited
  • 1988Response Determinants in Satisfaction Judgments1,685 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior

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1,393 cited
  • 1999A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction1,126 cited
  • Cited by

    • 2016Are Ethical Consumers Happy? Effects of Ethical Consumers' Motivations Based on Empathy Versus Self-orientation on Their Happiness117 cited
    • 2012Investigating the Influence of Professor Characteristics on Student Satisfaction and Dissatisfaction60 cited
    • 2013Identifying satisfied/dissatisfied service encounters in higher education28 cited
    • 2015Consumer attitude towards service failure and recovery in higher education28 cited