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Profiling Service Failure and Customer Online Complaint Motives in the Case of Single Failure and Double Deviation
16 references·5 citing·35 second hop
Profiling Service Failure and Customer Online Complaint Motives in the Case of Single Failure and Double Deviation (2012)Profiling Service Failure and Customer On…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…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…The determinants of service quality: satisfiers and dissatisfiers (1995)The determinants of service q…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Content-Analysis Research: An Examination of Applications with Directives for Improving Research Reliability and Objectivity (1991)Content-Analysis Research: An…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…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer Reactions to Product…Marketing as Exchange (1975)Marketing as ExchangeThe impact of customer compassion on face-to-face and online complaints (2020)The impact of customer compas…When service failure is interpreted as discrimination: Emotion, power, and voice (2019)When service failure is inter…Employee Attractiveness and Customers’ Service Failure Perceptions (2017)Employee Attractiveness and C…Customer Participation in Services and its Effect on Employee Innovative Behavior (2016)Customer Participation in Ser…Customer Dissatisfaction Responses to Restaurant Service Failures: Insights Into Noncomplainers From a Relational Perspective (2014)Customer Dissatisfaction Resp…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)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Atmospherics as a Marketing Tool (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Customer Engagement (2011)Zero defections: quality comes to services. (1990)Relational Benefits in Services Industries: The Customer's Perspective (1998)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)SCRIPTS, PLANS, GOALS, AND UNDERSTANDING (1988)Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Technology Infusion in Service Encounters (2000)The Commitment-Trust Theory of Relationship Marketing (1994)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
  • 1975Marketing as Exchange1,648 cited
  • 1991Content-Analysis Research: An Examination of Applications with Directives for Improving Research Reliability and Objectivity1,523 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1984

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Consumer Reactions to Product Failure: An Attributional Approach
1,353 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited
  • Cited by

    • 2017Employee Attractiveness and Customers’ Service Failure Perceptions41 cited
    • 2019When service failure is interpreted as discrimination: Emotion, power, and voice36 cited
    • 2020The impact of customer compassion on face-to-face and online complaints29 cited
    • 2014Customer Dissatisfaction Responses to Restaurant Service Failures: Insights Into Noncomplainers From a Relational Perspective26 cited
    • 2016Customer Participation in Services and its Effect on Employee Innovative Behavior19 cited