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Service Failure and Recovery in a Strategic Airline Alliance Context: Interplay of Locus of Service Failure and Social Identity
16 references·3 citing·41 second hop
Service Failure and Recovery in a Strategic Airline Alliance Context: Interplay of Locus of Service Failure and Social Identity (2010)Service Failure and Recovery in a Strateg…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Consumer–Company Identificati…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Understanding the Bond of Identification: An Investigation of Its Correlates among Art Museum Members (1995)Understanding the Bond of Ide…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Organizational Images and Member Identification (1994)Organizational Images and Mem…Alumni and their alma mater: A partial test of the reformulated model of organizational identification (1992)Alumni and their alma mater: …Zero defections: quality comes to services. (1990)Zero defections: quality come…Social Identifications: A Social Psychology of Intergroup Relations and Group Processes. (1990)Social Identifications: A Soc…Psychology of intergroup relations (1986)Psychology of intergroup rela…An attributional theory of achievement motivation and emotion. (1985)An attributional theory of ac…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…The halo effect: Evidence for unconscious alteration of judgments. (1977)The halo effect: Evidence for…Theories of cognitive consistency : a sourcebook (1969)Theories of cognitive consist…A constant error in psychological ratings. (1920)A constant error in psycholog…The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps (2022)The effect of the valence of …Examining the impact of locus and justice perception on B2B service recovery (2021)Examining the impact of locus…Customer attributions of service failure and its impact on commitment in the airline industry: an emerging market perspective (2019)Customer attributions of serv…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)The psychology of interpersonal relations. 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References

  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
  • 1986Psychology of intergroup relations10,626 cited
  • 1985An attributional theory of achievement motivation and emotion.7,833 cited
  • 1992Alumni and their alma mater: A partial test of the reformulated model of organizational identification5,770 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1994Organizational Images and Member Identification4,912 cited
  • 2003Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies3,330 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1990Social Identifications: A Social Psychology of Intergroup Relations and Group Processes.2,339 cited
  • 1920A constant error in psychological ratings.2,162 cited
  • 1977The halo effect: Evidence for unconscious alteration of judgments.2,015 cited
  • 1969Theories of cognitive consistency : a sourcebook1,989 cited

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  • 1995Understanding the Bond of Identification: An Investigation of Its Correlates among Art Museum Members1,258 cited
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    • 2022The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps37 cited
    • 2021Examining the impact of locus and justice perception on B2B service recovery28 cited
    • 2019Customer attributions of service failure and its impact on commitment in the airline industry: an emerging market perspective25 cited