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Examining the Penalty Resolution Process
16 references·8 citing·38 second hop
Examining the Penalty Resolution Process (2013)Examining the Penalty Resolution ProcessThe grateful disposition: A conceptual and empirical topography. (2002)The grateful disposition: A c…Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Trust, Value, and Lo…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Cutoff criteria for fit index…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The Commitment-Trust Theory of Relationship Marketing (1994)The Commitment-Trust Theory o…Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Network Dyads in Entrepreneurial Settings: A Study of the Governance of Exchange Relationships (1992)Network Dyads in Entrepreneur…Gambling with the House Money and Trying to Break Even: The Effects of Prior Outcomes on Risky Choice (1990)Gambling with the House Money…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Mental Accounting and Consumer Choice (1985)Mental Accounting and Consume…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Procedural Justice: A Psychological Analysis (1976)Procedural Justice: A Psychol…Procedural Justice: A Psychological Analysis (1975)Procedural Justice: A Psychol…The role of employee empathy in forming brand love: customer delight and gratitude as mediators and power distance belief as a moderator (2024)The role of employee empathy …You scratch my back, I’ll scratch yours: Unethical pro-organizational behavior and deviance in response to different psychological contract states (2022)You scratch my back, I’ll scr…Emotions in service research: evolutionary analysis and empirical review (2022)Emotions in service research:…An extended reciprocity cycle of gratitude: How gratitude strengthens existing and initiates new customer relationships (2021)An extended reciprocity cycle…How psychologically entitled shoppers respond to service recovery apologies (2018)How psychologically entitled …The effects of loyalty programs in services – a double-edged sword? (2017)The effects of loyalty progra…Observing delightful experiences of other customers: the double-edged sword of jealousy and joy (2017)Observing delightful experien…Effects of customer loyalty on customer entitlement and voiced complaints (2017)Effects of customer loyalty o…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? 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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives108,592 cited
  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1987Developing Buyer-Seller Relationships9,139 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
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  • 1985Mental Accounting and Consumer Choice4,875 cited
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  • 1975Procedural Justice: A Psychological Analysis3,245 cited
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  • 1992Network Dyads in Entrepreneurial Settings: A Study of the Governance of Exchange Relationships2,651 cited

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1990
Gambling with the House Money and Trying to Break Even: The Effects of Prior Outcomes on Risky Choice
2,378 cited

Cited by

  • 2017The effects of loyalty programs in services – a double-edged sword?39 cited
  • 2021An extended reciprocity cycle of gratitude: How gratitude strengthens existing and initiates new customer relationships39 cited
  • 2017Observing delightful experiences of other customers: the double-edged sword of jealousy and joy36 cited
  • 2022Emotions in service research: evolutionary analysis and empirical review34 cited
  • 2018How psychologically entitled shoppers respond to service recovery apologies31 cited
  • 2017Effects of customer loyalty on customer entitlement and voiced complaints27 cited
  • 2022You scratch my back, I’ll scratch yours: Unethical pro-organizational behavior and deviance in response to different psychological contract states26 cited
  • 2024The role of employee empathy in forming brand love: customer delight and gratitude as mediators and power distance belief as a moderator24 cited