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The effect of justice in the history of loyalty: A study in failure recovery in the retail context
16 references·2 citing·31 second hop
The effect of justice in the history of loyalty: A study in failure recovery in the retail context (2015)The effect of justice in the history of l…Satisfaction: A Behavioral Perspective on the Consumer (2014)Satisfaction: A Behavioral Pe…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Trust, Value, and Lo…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…The partial least squares approach for structural equation modeling. (1998)The partial least squares app…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectCustomer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer Loyalty: Toward an I…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…Zero defections: quality comes to services. (1990)Zero defections: quality come…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Procedural Justice: A Psychological Analysis (1976)Procedural Justice: A Psychol…Procedural Justice: A Psychological Analysis (1975)Procedural Justice: A Psychol…Trust recovery tactics in financial services: the moderating role of service failure severity (2023)Trust recovery tactics in fin…Marketer requests for positive post-purchase satisfaction evaluations: Consumer depth interview findings (2018)Marketer requests for positiv…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)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)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Prospect Theory: An Analysis of Decision under Risk (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Prospect theory: An analysis of decision under risk (1988)E-S-QUAL (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)The Behavioral Consequences of Service Quality (1996)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Understanding Attitudes and Predicting Social Behavior (1980)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)A Relational Model of Authority in Groups (1992)Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model (2004)Toward an integrative social identity model of collective action: A quantitative research synthesis of three socio-psychological perspectives. (2008)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)A National Customer Satisfaction Barometer: The Swedish Experience (1992)User Acceptance of Information Technology: Toward A Unified View1 (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1998The partial least squares approach for structural equation modeling.12,728 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 2002Consumer Trust, Value, and Loyalty in Relational Exchanges4,193 cited
  • 1975Procedural Justice: A Psychological Analysis3,245 cited
  • 2014Satisfaction: A Behavioral Perspective on the Consumer3,003 cited
  • 1976Procedural Justice: A Psychological Analysis2,907 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited

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1999
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
2,058 cited

Cited by

  • 2023Trust recovery tactics in financial services: the moderating role of service failure severity20 cited
  • 2018Marketer requests for positive post-purchase satisfaction evaluations: Consumer depth interview findings17 cited