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Reducing Customer Dissatisfaction: How Important is Learning to Reduce Service Failure?

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References

1991Exploration and Exploitation in Organizational Learning21,910 cited
1995What To Do (and Not to Do) with Time-Series Cross-Section Data6,833 cited
1988Organizational Learning6,656 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1999Organizational Learning: Creating, Retaining and Transferring Knowledge2,941 cited
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1995The Acquisition, Transfer, and Depreciation of Knowledge in Service Organizations: Productivity in Franchises1,455 cited
1990The profitable art of service recovery.1,447 cited
2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
2001T IME -S ERIES –C ROSS -S ECTION D ATA : What Have We Learned in the Past Few Years?916 cited
1993A typology of retail failures and recoveries871 cited
1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters797 cited

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1998Survival-Enhancing Learning in the Manhattan Hotel Industry, 1898–1980740 cited

1998Recovering and Learning from Service Failure727 cited

Cited by

2016The Role of Industry Studies and Public Policies in Production and Operations Management73 cited
2012The relationship between operating efficiency and service quality: are they compatible?69 cited
2015Linking business strategy to service failures and financial performance: Empirical evidence from the U.S. domestic airline industry68 cited
2021Managing customers’ undesirable responses towards hospitality service brands during service failure: The moderating role of other customer perception64 cited
2021Examining consumer complaints from an on-demand service platform51 cited
2018Standing in my customer's shoes: Effects of customer‐oriented perspective taking on proactive service performance50 cited
2015Service leadership for adaptive selling and effective customer service teams46 cited
2017Buyer (dis)satisfaction and process innovation: The case of information technology services provision41 cited
2013E-service flexibility: meeting new customer demands online37 cited
2012Another Performance Paradox?: A Refined View on the Performance Impact of Servitization35 cited
2017Investigating Operational Predictors of Future Financial Distress in the US Airline Industry31 cited
2022Do as You Say, or I Will: Retail signal congruency in buy‐online‐pickup‐in‐store and negative word‐of‐mouth29 cited
2020The Impact of Service Failures on Firm Profitability: Integrating Machine Learning and Statistical Modeling23 cited
2017Understanding the contribution of effective communication strategies to program performance in humanitarian organizations22 cited
2022Expectations vs Experience: Managing the Adverse Effects of Service Failures on Customer Satisfaction in the Airline Industry22 cited
2016Three dimensions of service recovery: examining relationship and impact21 cited