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External equity, loyalty program membership, and service recovery
16 references·16 citing·44 second hopsampled
External equity, loyalty program membership, and service recovery (2010)External equity, loyalty program membersh…Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Electronic word-of-mouth via …Return on Marketing: Using Customer Equity to Focus Marketing Strategy (2003)Return on Marketing: Using Cu…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Relational Benefits in Services Industries: The Customer's Perspective (1998)Relational Benefits in Servic…Organizational Justice and Human Resource Management (1998)Organizational Justice and Hu…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Cultures and Organizations: Software of the Mind. (1993)Cultures and Organizations: S…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…A Taxonomy of Organizational Justice Theories (1987)A Taxonomy of Organizational …Brand Loyalty: Measurement and Management (1978)Brand Loyalty: Measurement an…Equity, Equality, and Need: What Determines Which Value Will Be Used as the Basis of Distributive Justice? (1975)Equity, Equality, and Need: W…Towards an understanding of inequity. (1963)Towards an understanding of i…Impact of Customer Compensation Strategies on Outcomes and the Mediating Role of Justice Perceptions: A Longitudinal Study of Target’s Data Breach (2022)Impact of Customer Compensati…The effect of employees' politeness strategy and customer membership on customers' perception of co-recovery and online post-recovery satisfaction (2021)The effect of employees' poli…Service recovery and loyalty of Uber sharing economy: The mediating effect of trust (2021)Service recovery and loyalty …Addressing the Janus face of customer service: a typology of new age service failures (2020)Addressing the Janus face of …Does service quality increase the level of banks performance (2019)Does service quality increase…Customer relationship management research in hospitality industry: a review and classification (2019)Customer relationship managem…Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels (2018)Toward a conceptualization of…Investigating status demotion in hierarchical loyalty programs (2017)Investigating status demotion…How Far Members’ Satisfaction Mediated Members’ Loyalty? Investigating Credit Cooperative in Sarawak Borneo (2016)How Far Members’ Satisfaction…Because I'm worth it: The impact of given versus perceived status on preferential treatment effectiveness (2015)Because I'm worth it: The imp…The Role of Brand Loyalty on CRM Performance (2014)The Role of Brand Loyalty on …Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes (2014)Does the nature of the relati…The role of interaction quality and switching costs in premium banking services (2013)The role of interaction quali…The effects of purchase orientations on perceived loyalty programmes' benefits and loyalty (2013)The effects of purchase orien…Patient Satisfaction, Trust and Commitment: Mediator of Service Quality and Its Impact on Loyalty (An Empirical Study in Southeast Sulawesi Public Hospitals) (2013)Patient Satisfaction, Trust a…Analysis of the moderating role of the gender variable in service recovery processes (2012)Analysis of the moderating ro…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)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)A theory of justice original editionNew directions in equity research. (1973)The Resolution of Conflict (1973)Distributive and procedural justice: Combined impact of voice and improvement on experienced inequity. (1977)Moral Exclusion and Injustice: An Introduction (1990)Uncertainty management by means of fairness judgments (2002)Zero defections: quality comes to services. (1990)Measuring Service Quality: A Reexamination and Extension (1992)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)The Discovery of Grounded Theory (2017)A Theory of Cognitive Dissonance (1957)The psychology of interpersonal relations. (1958)The Stakeholder Theory of the Corporation: Concepts, Evidence, and Implications (1995)Ethics, character, and authentic transformational leadership behavior (1999)A Theory of Cognitive Dissonance (2017)Self-Determination Theory in Work Organizations: The State of a Science (2017)Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)The Commitment-Trust Theory of Relationship Marketing (1994)Customer satisfaction with services: putting perceived value into the equation (2000)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Understanding Relationship Marketing Outcomes (2002)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Understanding Customer Experience Throughout the Customer Journey (2016)A Theory of Social Comparison Processes (1954)Social Behavior: Its Elementary Forms (1963)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)What's the difference? diversity constructs as separation, variety, or disparity in organizations (2007)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Electronic word-of-mouth in hospitality and tourism management (2007)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences (2002)Dimensionalizing Cultures: The Hofstede Model in Context (2011)Conservation of Resources in the Organizational Context: The Reality of Resources and Their Consequences (2017)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1993Cultures and Organizations: Software of the Mind.17,690 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 2004Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?5,913 cited
  • 1963Towards an understanding of inequity.5,146 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • 1975Equity, Equality, and Need: What Determines Which Value Will Be Used as the Basis of Distributive Justice?2,749 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
  • 1987A Taxonomy of Organizational Justice Theories2,308 cited
  • 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
  • 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1998Organizational Justice and Human Resource Management1,869 cited

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  • 1978Brand Loyalty: Measurement and Management1,629 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • Cited by

    • 2013The effects of purchase orientations on perceived loyalty programmes' benefits and loyalty57 cited
    • 2012Analysis of the moderating role of the gender variable in service recovery processes44 cited
    • 2019Customer relationship management research in hospitality industry: a review and classification43 cited
    • 2014Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes40 cited
    • 2018Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels40 cited
    • 2021Service recovery and loyalty of Uber sharing economy: The mediating effect of trust32 cited
    • 2022Impact of Customer Compensation Strategies on Outcomes and the Mediating Role of Justice Perceptions: A Longitudinal Study of Target’s Data Breach32 cited
    • 2021The effect of employees' politeness strategy and customer membership on customers' perception of co-recovery and online post-recovery satisfaction30 cited
    • 2013Patient Satisfaction, Trust and Commitment: Mediator of Service Quality and Its Impact on Loyalty (An Empirical Study in Southeast Sulawesi Public Hospitals)28 cited
    • 2013The role of interaction quality and switching costs in premium banking services26 cited
    • 2016How Far Members’ Satisfaction Mediated Members’ Loyalty? Investigating Credit Cooperative in Sarawak Borneo23 cited
    • 2017Investigating status demotion in hierarchical loyalty programs23 cited
    • 2019Does service quality increase the level of banks performance22 cited
    • 2020Addressing the Janus face of customer service: a typology of new age service failures22 cited
    • 2014The Role of Brand Loyalty on CRM Performance22 cited
    • 2015Because I'm worth it: The impact of given versus perceived status on preferential treatment effectiveness22 cited