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When will customers care about service failures that happened to strangers? The role of personal similarity and regulatory focus and its implication on service evaluation
16 references·14 citing·51 second hop
When will customers care about service failures that happened to strangers? The role of personal similarity and regulatory focus and its implication on service evaluation (2010)When will customers care about service fa…Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent (2002)Modeling customer perceptions…A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Achievement orientations from subjective histories of success: Promotion pride versus prevention pride (2001)Achievement orientations from…“I” Seek Pleasures and “We” Avoid Pains: The Role of Self-Regulatory Goals in Information Processing and Persuasion (2001)“I” Seek Pleasures and “We” A…Attributional Thoughts about Consumer Behavior (2000)Attributional Thoughts about …A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Promotion and Prevention: Regulatory Focus as A Motivational Principle (1998)Promotion and Prevention: Reg…An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters (1998)An Experimental Investigation…Beyond pleasure and pain. (1997)Beyond pleasure and pain.Ideal versus ought predilections for approach and avoidance distinct self-regulatory systems. (1994)Ideal versus ought predilecti…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Recent Attribution Research in Consumer Behavior: A Review and New Directions (1988)Recent Attribution Research i…Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer Reactions to Product…Attribution Theory and Research (1980)Attribution Theory and Resear…Importance of physical attractiveness in dating behavior. (1966)Importance of physical attrac…The value disruption of uncivil other-customers during online service recovery (2020)The value disruption of unciv…Exploring hotel employees’ regulatory foci and voice behavior: the moderating role of leader-member exchange (2020)Exploring hotel employees’ re…Discrete emotional responses and face-to-face complaining: The joint effect of service failure type and culture (2020)Discrete emotional responses …Addressing service failure and initiating service recovery in online platforms: literature review and research agenda (2020)Addressing service failure an…Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm (2019)Why and when witnessing unciv…Responding to service failures with prevention framed donations (2019)Responding to service failure…The Influence of Incidental Similarity on Observers’ Causal Attributions and Reactions to a Service Failure (2018)The Influence of Incidental S…The contrasting influences of incidental anger and fear on responses to a service failure (2018)The contrasting influences of…Investigating consumer responses to online group buying service failures (2018)Investigating consumer respon…Whose fault is it? (2017)Whose fault is it?The Impact of Service Failure and Recovery on Target and Observing Customers: A Comparative Study (2017)The Impact of Service Failure…The effect of online reviews on hotel booking intention: The role of reader-reviewer similarity (2017)The effect of online reviews …The Importance of Training and Working with Others: A Case of Resolving Guest Issues (2016)The Importance of Training an…Understanding regulatory focuses (2015)Understanding regulatory focu…The Standard Edition of the Complete Psychological Works of Sigmund Freud (1953)Work and motivation (1964)A hot/cool-system analysis of delay of gratification: Dynamics of willpower. (1999)Political conservatism as motivated social cognition. 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References

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  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1998Promotion and Prevention: Regulatory Focus as A Motivational Principle3,508 cited
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  • 2001“I” Seek Pleasures and “We” Avoid Pains: The Role of Self-Regulatory Goals in Information Processing and Persuasion1,249 cited
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  • 2002Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent976 cited
  • 1994Ideal versus ought predilections for approach and avoidance distinct self-regulatory systems.968 cited
  • 2000Attributional Thoughts about Consumer Behavior

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902 cited
  • 1966Importance of physical attractiveness in dating behavior.848 cited
  • 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters797 cited
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