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A case study of service failure and recovery within an international airline

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1994Putting the Service-Profit Chain to Work3,732 cited
1993The Nature and Determinants of Customer Expectations of Service2,665 cited
1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn1,918 cited
1994Service Quality: New Directions in Theory and Practice1,701 cited
1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited
1990The profitable art of service recovery.1,447 cited
1993Loyalty-based management.1,317 cited
1998Doing Research in Business and Management: An Introduction to Process and Method1,139 cited
2010The Service Profit Chain1,034 cited
1997Customer contributions and roles in service delivery968 cited

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1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited

Cited by

2014Service Failure Severity, Customer Satisfaction, and Market Share100 cited
2007Quality of past performance: Impact on consumers’ responses to service failure93 cited
2009Symptoms of burnout and service recovery performance77 cited
2013Power distance and its implications for upward communication and empowerment: crisis management and recovery in hospitality services75 cited
2009Bridge over troubled water or long and winding road?72 cited
2015An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers64 cited
2011Service recovery: Literature review and research issues48 cited
2016Passenger recovery after an airport closure at tourist destinations: A case study of Palma de Mallorca airport41 cited
2023How transformational leadership, workplace spirituality and resilience enhance the service recovery performance of FLEs: a theoretical integration of COR theory and SDT36 cited
2006Service recovery: a naturalistic decision‐making approach35 cited
2007Customer Service Quality, Satisfaction, and Operational Performance: A proposed model for Australian public aquatic centres32 cited
2019The impact of CSR-linked sport sponsorship on consumers’ reactions to service failures31 cited
2014The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions31 cited
2009The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines : an exploratory study31 cited
2013The Impact of Brand Relationship and Attributions on Passenger Response to Service Failure27 cited
2011Branding satisfaction in the airline industry: A comparative study of Malaysia Airlines and Air Asia26 cited