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Postcomplaint Processes: From Organizational Response to Repurchase Behavior

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2012

Self-Threat and Product Failure: How Internal Attributions of Blame Affect Consumer Complaining Behavior

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2004The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus89 cited

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2000The long good-bye: The dissolution of customer-service provider relationships82 cited

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2014The CURE scale: a multidimensional measure of service recovery strategy53 cited

2011The harmful consequences of failed recoveries in the banking industry51 cited

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2011Service recovery: Literature review and research issues48 cited